Sahil Dhapta

I am a results-driven Client Operations and Customer Support professional with over 1.5 years of progressive experience in high-volume voice environments. I have consistently delivered high performance, earning a 4+ appraisal rating and becoming the first team member promoted to Senior CSR.

In my most recent role as a Client Specialist, I managed complex client escalations, conducted call audits to identify root causes, and shared insights with leadership to reduce repeat issues. I coordinated scheduling, updated Knowledge Center and SharePoint documentation, and managed tickets via JIRA while reviewing dashboards in Tableau and Cognos.

Previously, I handled full inbound voice shifts as a Voice Customer Service Representative and supported onboarding and mentoring as a Senior Service Representative. I have hands-on experience in escalation management, call auditing, SLA adherence, and internal training assistance.

I hold an MBA (Chandigarh University) and several certifications in digital marketing, data analysis, and AI. I am seeking remote opportunities in Customer Success, Client Operations, Quality Analysis, or Escalation Management where I can apply my operational insights and drive measurable improvements.