Sahil Dhapta

I'm a Customer Success and Operations professional with 2+ years of experience supporting US enterprise clients in fast-paced, SLA-driven environments. My career started at Wipro, where I progressed through multiple roles — from Customer Service Representative to Client Specialist — managing enterprise accounts across healthcare and security service programs for US-based clients.

Along the way, I developed a strong focus on escalation management and root-cause analysis. I built a structured approach to identifying why issues repeat and fixing the process behind them, not just the symptom — work that helped reduce repeat escalations by 30%, improve first-call resolution by 15%, and maintain 98%+ SLA compliance across high-volume accounts. I also spent time coordinating operations — real-time scheduling, cross-team communication, and workforce management — which gave me a broader view of how service delivery actually runs behind the scenes, beyond just the client-facing side.

In April 2025, I stepped away from full-time corporate work to build Safarnama Trails, an independent travel platform focused on Indian destinations. I designed and launched the website myself, managed branding and content, researched vendor and partnership opportunities, and used AI and no-code tools to move fast without a technical team. It's taught me a lot about ownership — when there's no team to hand things off to, you learn to be resourceful across design, content, marketing, and operations all at once.

I'm most interested in roles where I can combine my customer success background with operations and process improvement — Customer Success, Customer Operations, Client Support, or Project/Operations Coordination. I like environments where I'm solving real operational problems, not just following a script, and where clear communication across teams actually matters.

I'm currently looking for remote opportunities, and I'm comfortable working with distributed, cross-functional teams — most of my enterprise account work has already involved coordinating with US-based teams across time zones.

Outside of work, I'm generally drawn to building things — Safarnama Trails started as a side project born out of curiosity about travel and no-code tools, and I enjoy picking up new tools and technology on my own rather than waiting for formal training.