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Sahanara Begum

@sahanarabegum

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CX operations leader at BYJU’S who led international service delivery and built the ‘Mothers Back to Work’ initiative.

India

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What I'm looking for

I'm seeking remote, part-time or fractional roles in CX operations, service delivery, customer retention, quality, and process excellence.

At BYJU’S, I led end-to-end service delivery and customer experience operations across India, the Middle East, the US, and other international markets. I owned business performance and processes within User Experience, designing KPIs, KRAs, SLAs, and SOPs to support service quality.

I partnered with Engineering, Salesforce development, and other functions to resolve customer-impacting issues and improve processes. I also built dashboards from data across channels and led BYJU’S ‘Mothers Back to Work’ initiative, including budget definition, hiring plans, training, and success metrics.

At Housejoy, I established and led the Sales and Service Delivery team, managed customer success targets and escalations, and implemented NPS to identify improvement opportunities. Earlier at IBM, I contributed to ARCollect software implementation and Six Sigma initiatives; at HSBC, I supported customers with telephone banking and account services.

Experience

Work history, roles, and key accomplishments

Senior Manager – User Experience

BYJU'S (Think & Learn Pvt. Ltd.)

Jan 2020 - Dec 2023 (3 years 11 months)

Led end-to-end service delivery and customer experience operations across India, the Middle East, the US, and other international markets. Owned business performance and processes within User Experience, aligning cross-functional teams to customer and business objectives.

Salesforce Zendesk Jira Confluence Agile Scrum Kanban Lean PMO UAT KPIs KRAs SLA SOP流程设计 Root Cause Analysis Dashboarding Program Management Stakeholder Management

Senior Manager – Sales & Service

Housejoy

Feb 2015 - Oct 2018 (3 years 8 months)

Established and led the Sales and Service Delivery team, defining budgets, SOPs, KRAs, KPIs and team infrastructure. Owned customer success targets, key accounts and B2B partnerships, focusing on service delivery and partner lifetime value.

Salesforce Zendesk Jira Confluence Agile Scrum Kanban Lean PMO UAT NPS CRM Training Performance Management Data Analysis

Lead – Finance & Accounting

IBM

Jun 2012 - Jan 2015 (2 years 7 months)

Managed a portfolio of 23,500 accounts with total accounts receivable of USD 70M, covering collections, disputes, orders, refunds and write-offs. Coordinated with internal stakeholders and clients on process issues, team performance and service-level delivery.

SAP Oracle AR Collections Six Sigma Process Improvement Training Knowledge Assessment Stakeholder Management

Senior Banking Representative – Telephone Banking

HSBC

Jun 2010 - Jun 2012 (2 years)

Supported customers with banking, mortgage, loan, internet banking, account servicing and transaction-related queries. Handled disputes and account actions in line with process requirements; trained and mentored new joiners.

Customer Service Banking Mortgage Loans Internet Banking Dispute Resolution Training Mentorship