Sakshi Sarraf
@sakshisarraf
Operations and customer experience specialist with 5 years of experience.
IndiaWhat I'm looking for
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
Senior Customer Support Assosiate – Operations
Upskills Certifications
Mar 2023 - Present (2 years 5 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%.
Senior Relationship Ops
Bhanzu
Apr 2022 - Present (3 years 4 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.
Student Relationships & Operations Expert
Vedantu Innovations Pvt Ltd
Nov 2019 - Present (5 years 9 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.
Planning Engineer
JB Interiors
Oct 2017 - Present (7 years 10 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.
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.
Ram Krishna College
P.U.C., General Studies
2011 - 2013
Undertook Pre-University Course studies. This foundational education prepared for higher studies.
Banasthali University Senior Secondary School
S.S.L.C., General Studies
2009 - 2011
Completed Secondary School Leaving Certificate. This included a broad range of subjects, providing a strong academic foundation.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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