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Sakshi Sarraf

@sakshisarraf

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Operations and customer experience specialist with 5 years of experience.

India

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What I'm looking for

I am looking for a role that allows me to lead teams and optimize operations in a dynamic environment, fostering growth and innovation.

As an operations and customer experience specialist with over five years in the ed-tech industry, I have honed my skills in student operations, relationship management, and retention strategies. My journey has been marked by a commitment to driving customer satisfaction and optimizing workflows, which has led to significant improvements in operational efficiency and team performance.

In my recent role as a Senior Customer Support Associate at Upskills Certifications, I successfully maintained a 90%+ customer satisfaction rate while identifying pain points and optimizing ticketing processes, reducing response times by 25%. My experience at Bhanzu further solidified my expertise in managing critical relationships, where I elevated customer satisfaction from 18% to 95% through effective communication and streamlined workflows. I am passionate about mentoring and leading teams, and I strive to contribute to a purpose-driven organization through strategic leadership and process excellence.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Support Assosiate – Operations

Current

Upskills Certifications

Mar 2023 - Present (3 years 3 months)

Delivered high-quality support across the customer lifecycle, ensuring a 90%+ satisfaction rate. Identified pain points and optimized ticketing processes, cutting response time by 25%.

Customer Support Ticketing Systems Customer Insights Mentoring

Senior Relationship Ops

Bhanzu

Apr 2022 - Present (4 years 2 months)

Managed critical student and parent relationships, resolving escalated concerns around payments, scheduling, and course engagement. Elevated CSAT from 18% to 95% by implementing streamlined communication workflows.

Relationship Management CSAT Workflows SOP Development

Student Relationships & Operations Expert

Vedantu Innovations Pvt Ltd

Nov 2019 - Present (6 years 7 months)

Served as the single point of contact for fintech-related queries and operations, managing timely resolution of user queries and reducing average resolution time to under 24 hours. Led retention initiatives, significantly reducing churn by identifying and addressing cancellation causes.

Fintech Operations Query Resolution Customer Retention Cross Functional Collaboration Workflow Optimization

Planning Engineer

JB Interiors

Oct 2017 - Present (8 years 8 months)

Oversaw the execution of high-profile projects, including Orion Mall and Sheraton Hotel Renovation. Handled end-to-end project planning, billing, BOQ review, and vendor coordination.

Project Planning Billing Cost Estimation

Education

Degrees, certifications, and relevant coursework

Vivekananda Institute of Technology

B.E., Civil Engineering

2013 - 2017

Completed a Bachelor of Engineering in Civil Engineering. The curriculum covered various aspects of civil engineering, preparing for roles in planning and project execution.