Open to opportunities

Sandra Cruze

@sandracruze

Message

I build and lead scalable customer support, onboarding, retention, and collections operations.

India

Message

What I'm looking for

I'm seeking a leadership role in a high-growth, customer-centric organization where operational impact and people leadership are core values.

I've built customer support and operations functions at SkilloVilla, Skill-Lync, Crio.do, and WhiteHat Jr, from post-sales onboarding and retention teams to placement operations and collections. At SkilloVilla, I created the Placement Operations function, built B2B hiring partnerships, developed AI-powered evaluation rubrics, and improved support processes to raise CSAT and reduce DSAT.

I've led teams across customer support, customer success, sales operations, collections, and escalations, using SOPs, reporting, root-cause analysis, and coaching to improve customer outcomes. Earlier, at WhiteHat Jr, I helped improve platform NPS from 4 to 6.5–7, and at Skill-Lync I built retention and collections operations while scaling teams across four locations.

Experience

Work history, roles, and key accomplishments

Customer Support & Operations Manager

SkilloVilla

Mar 2024 - Dec 2025 (1 year 9 months)

Built the Placement Operations function from scratch, creating SOPs, hiring and training a team, and managing the end-to-end customer journey from onboarding through successful placement outcomes. Designed and implemented a structured operations pipeline, built B2B hiring partnerships, and managed customer communities on WhatsApp and Discord.

SOP Development Team Leadership B2B Partnerships Customer Onboarding Community Management AI Tools Data Analysis Process Improvement Customer Support Customer Success Google Business Profile CSAT

Post Sales Support & Operations Manager

Crio.do

Dec 2023 - Mar 2024 (3 months)

Managed daily operations to drive event/webinar attendance, coordinating email campaigns and automated outreach. Oversaw post-enrollment customer onboarding and managed a team handling lead queries and post-sales support.

Operations Management Event Management Email Marketing Lead Management Customer Onboarding Team Management Mailmodo WebEngage

Post Sales Support & Operations Manager

Skill-Lync

Apr 2022 - Dec 2023 (1 year 8 months)

Built the post-sales support process from scratch, created SOPs, hired and trained agents, and launched a structured team. Owned customer onboarding, identified churn risks, built retention processes, and led a collections team managing NBFC-partnered loan accounts.

SOP Development Team Leadership Customer Onboarding Retention Collections Data Analysis Reporting Process Improvement Stakeholder Management

Customer Support & Operations Manager

WhiteHat Jr

Mar 2020 - Apr 2022 (2 years 1 month)

Managed teacher and student support, handled escalations in the Ombudsman department, and led process improvement initiatives. Improved platform NPS from 4 to 6.5-7 through structured process changes and enhanced grievance resolution.

Customer Support Team Leadership Escalation Management Process Improvement NPS Training Onboarding

Research Assistant

Spoken Tutorial, IIT Bombay

Dec 2015 - Sep 2019 (3 years 9 months)

Built and managed B2B partnerships with colleges and universities, supported training sessions, and delivered presentations. Hired and managed remote interns for college visits.

B2B Partnerships Training And Presentations Reporting