Open to opportunities

sandhya priyadarsini

@sandhyapriyadarsini

Message

Customer service and operations leader driving CX, process improvement, and cross-functional performance.

India

Message

What I'm looking for

I seek a senior operations role where I can lead CX and process transformation, mentor teams, and deliver measurable CSAT and efficiency gains.

I am a seasoned business and operations leader with 25 years of experience across BPO, real estate, and hospitality, focused on driving customer satisfaction and operational excellence.

I have led large cross-functional teams, delivered measurable CSAT and NPS uplifts, and executed strategic process improvements that reduced cycle times and escalations.

My background includes designing training programs, revamping quality frameworks, and implementing technology-driven initiatives such as blockchain integration and distributed network management to boost efficiency.

I am passionate about building scalable operations, mentoring teams, and forging strategic stakeholder partnerships to deliver tangible business outcomes.

Experience

Work history, roles, and key accomplishments

Current

Vice President

Current

Gutshot Entertainment Pvt Ltd

Nov 2025 - Present (3 months)

Leading operational strategy and execution for the entertainment vertical and driving process excellence while heading sales to advance cross-business capability uplift.

Operations Management Sales Leadership Process Improvement Strategic Planning Team Building Stakeholder Management Training Development

Junior Vice President

Oneverse Gaming Technologies Pvt Ltd

Dec 2024 - Nov 2025 (11 months)

Spearheaded Quality & Training for the gaming division, redesigning scorecards, SOPs and fatal error policies to improve accuracy and compliance and delivering train-the-trainer programs that doubled team productivity.

Quality Assurance SOP Development & Compliance Performance Improvement Operational Excellence

Principal Consultant

Alamaram Pvt Ltd

Sep 2023 - Dec 2024 (1 year 3 months)

Drove blockchain integration into direct selling platforms and led cross-functional workshops and training to boost efficiency and project outcomes across operations.

Blockchain Integrations Operations Management Cross Functional Collaboration Training

Director

TwoPower Technologies Ltd

Mar 2022 - Sep 2023 (1 year 6 months)

Established operational frameworks and quality standards for a technology services company, leading cross-functional teams to deliver client solutions and strategic partnerships.

Operational Quality Standards Client Delivery Stakeholder Management Team Leadership Business Development MS Office

Senior Manager

Mahindra Lifespaces Pvt. Ltd.

Apr 2021 - Oct 2021 (6 months)

Delivered a 30% CSAT uplift through customer advocacy and raised service quality to 95% standards compliance while driving 25% conversion growth via client needs analysis.

Customer Experience CSAT Policy Implementation Training Development Sales Enablement Performance Management

General Manager

Indiabulls Real Estate Pvt Ltd

Dec 2017 - Mar 2021 (3 years 3 months)

Directed five major projects impacting 5,000+ clients delivering 94% retention and an 88% NPS uplift, while improving collections and reducing escalations through CX initiatives.

Project Management Customer Retention CX Metrics Stakeholder Management Complaint Resolution

Chief Manager

Piramal Real Estate Ltd

Oct 2013 - Dec 2017 (4 years 2 months)

Orchestrated client onboarding achieving 97% Day 1 activation and led communication and collection initiatives that reduced churn risk by 32% while boosting CRM-driven CSAT by 30%.

Client Onboarding CRM Communication SLA Management

Relationship Manager

Hirco Pvt Ltd

Sep 2010 - Apr 2013 (2 years 7 months)

Managed post-sale engagement to achieve 98% query resolution within 24 hours and partnered with Legal, Marketing and Finance to cut resolution time by 40% and raise CSAT by 25%.

Post Sales Query Resolution Documentation Cross Functional Collaboration

Manager - Public Relations

Aamby Valley City Pvt Ltd

Feb 2008 - Aug 2010 (2 years 6 months)

Led VIP relations and PR strategies for high-profile events, improving brand engagement by 30% and attendance and loyalty metrics by 25%.

Public Relations VIP Event Management Communications Strategy Brand Engagement Stakeholder Management Hospitality

Quality Leader

Intelenet Global Services Pvt Ltd

Mar 2004 - Jun 2007 (3 years 3 months)

Implemented operational improvements that reduced process cycle times by 35%, launched a Call Clinic improving call scoring accuracy by 40%, and maintained 92-97% multi-site quality scores.

Quality Assurance Process Optimization Calibration Training Delivery Performance Metrics

Quality Assurance Specialist

GE Capital International Pvt Ltd

Feb 2000 - Feb 2004 (4 years)

Led training for 1,000+ associates delivering 25% skill improvement and 15% productivity gains, ensured 98% quality consistency and drove Black Belt VOC projects improving competency by 30%.

Training Delivery VOC Side By Side Coaching Performance Improvement & Compliance