Iti Vashistha
@itivashistha
Executive operations leader driving customer onboarding, support excellence, and measurable results.
ZimbabweWhat I'm looking for
I’m a results-driven executive and operations leader specializing in Customer Operations, Client Onboarding, and Support, with a reputation for delivering cost-effective, customer-centric outcomes. I bring a strong track record of transforming customer experiences through efficient onboarding processes and proactive support models.
In my current role as Operation Manager at TELUS International (Jan 2024–Present), I direct end-to-end business operations across multiple departments—improving efficiency, productivity, and service delivery. I lead cross-functional teams, implement process improvements that reduce operational costs, develop and execute SOPs, and use data-driven reporting and performance analytics to optimize decision-making.
Previously as a Customer Operations Manager at EyeCare Leaders (May 2022–Mar 2023) and in senior customer success/support roles at Byjus (Jun 2020–May 2022) and Testbook.com (Jun 2018–May 2020), I led onboarding, managed escalations, streamlined workflows in Salesforce, and ensured timely issue resolution through strong stakeholder management. I’m also a recognized contributor—earning awards including the Leadership Award and Highest Customer Satisfaction Award—and I’m committed to building collaboration, trust, and long-term customer loyalty.
Experience
Work history, roles, and key accomplishments
Operation Manager
TELUS International
Jan 2024 - Present (2 years 4 months)
Directed end-to-end business operations, improving efficiency, productivity, and service delivery across multiple departments. Implemented process improvements, developed SOPs, and used data-driven reporting to optimize operational decision-making.
Customer Operations Manager
EyeCare Leaders
May 2022 - Mar 2023 (10 months)
Led client onboarding and ensured timely communication to gather essential reports and deliver seamless customer experiences. Streamlined engagement using Salesforce CRM, managed escalations, and helped minimize churn across mid-market US accounts.
Senior Customer Success Specialist
Byjus
Jun 2020 - May 2022 (1 year 11 months)
Provided Level 1 support on Salesforce, handling customer inquiries and executive staff issues both locally and remotely. Streamlined cancellation workflows, managed ticketing and escalation protocols, and collaborated with Cyber Security/Incident Response to resolve virus or malware-related issues.
Senior Customer Support Executive
Testbook.com
Jun 2018 - May 2020 (1 year 11 months)
Delivered exceptional customer care to executive staff in local and remote settings while managing trouble ticket entries and updates with thorough documentation. Established escalation protocols, tracked issues to resolution, and coordinated with Cyber Security and Incident Response teams on virus/malware incidents.
Education
Degrees, certifications, and relevant coursework
NMIMS Mumbai
Master of Business Administration (MBA), Operations Management
Pursuing an MBA in Operations via distance learning at NMIMS in Mumbai.
IIBM Meerut
Master of Business Administration (MBA), Human Resources and Marketing
MBA in HR and Marketing from IIBM Meerut.
Dr. M.P.S. Group of Business Studies
Bachelor of Business Administration (BBA), Management
BBA in Management from Dr. M.P.S. Group of Business Studies (Agra University).
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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