Sanya Wadhwani
@sanyawadhwani
CX Program Manager at Atlys who improved Schengen support NPS by 22 points and scaled AI-led service workflows.
IndiaWhat I'm looking for
At Atlys, I redesigned resolution workflows and introduced inbound and outbound calling alongside digital support. I improved NPS by 22 points, increased true resolve rate from 34% to 52%, and reduced the Schengen application drop-off rate by 23%.
At FedEx, I led regional CX operations and developed 50+ associates and two Team Leaders, helping turn CSAT from -1 to +11 within one quarter. Earlier, I managed fraud operations at American Express and customer support and machine learning operations at Amazon, including building reporting frameworks across three international markets.
Experience
Work history, roles, and key accomplishments
Program Manager – User Experience & Operations
Atlys
Feb 2026 - Present (8 months)
Led resolution workflow redesign and agent accountability improvements across the Schengen, Canada, Ireland, and UK support function, driving an NPS improvement of +22 points. Deployed chatbot optimisation and agent-assist workflows on Freshworks, lifting true resolve rate from 34% to 52% and reducing Reopen Rate from 49% to 38%.
Led end-to-end CX operations across the MEISA region, managing 50+ associates and 2 Team Leaders. Delivered a CSAT turnaround from -1 to +11 within one quarter through workflow redesign and accountability uplift.
Led 21 fraud analysts, managing hiring, onboarding, training, and capacity planning. Developed and executed fraud prevention strategies that reduced overall fraud losses by 15%.
Led remote teams of 20-30 associates in Customer Support for Amazon Go retail across US, UK, and Canada, driving SLA achievement and service quality. Built QA and performance reporting frameworks using Tableau, Power BI, and Hubble.
Head of Marketing & Sales
Runway Rising Event
Mar 2014 - Mar 2020 (6 years)
Led an 8-10 person team across 50+ exhibitions with INR 50+ lakh budgets, executing multi-channel campaigns. Converted 300+ clients including Mercedes, Dyson, and Anita Dongre, generating INR 1 Cr+ in sales over 6 years.
Education
Degrees, certifications, and relevant coursework
SGGSC, University of Delhi
Post-Graduation Diploma, Business Journalism & Corporate Communication
Post-Graduation Diploma in Business Journalism & Corporate Communication from SGGSC, University of Delhi.
Tecnia Institute of Advanced Studies, GGS IP University
Bachelor's Degree, Journalism & Mass Communication
Bachelor's Degree in Journalism & Mass Communication from Tecnia Institute of Advanced Studies, GGS IP University.
Mata Jai Kaur Public School
Class XII & X, General Studies
Completed Class XII and X at Mata Jai Kaur Public School.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Skills
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