Looking for a job

Shivani Saxena

@shivanisaxena1

I grow enterprise accounts, strengthen customer retention, and lead operational excellence across complex organizations.

India

Message

What I'm looking for

I'm looking for a senior client relationship, customer success, or business operations leadership role where I can grow key accounts, improve retention, lead cross-functional teams, and strengthen operational excellence.

I've managed enterprise customer portfolios at Bharti Airtel worth ₹3+ Crore per month, driving retention, profitability, escalations, and account growth across telecom clients.

As Customer Service Head and Senior Relationship Manager at Bharti Airtel, I partnered with sales, operations, and technical teams to improve customer experience, renew contracts, identify upsell opportunities, and resolve high-priority service gaps.

I later led institutional operations as Principal at Step Forward Senior Secondary School, managing a 65-person academic and administrative staff while overseeing admissions, stakeholder relationships, recruitment, performance management, and training.

Now, as Senior Academic Coordinator at Intellect Heights Academy, I lead stakeholder engagement, audits, quality improvement, and ISO 21001:2018 compliance. I bring 20+ years of experience connecting client relationships, operational discipline, and cross-functional leadership.

Experience

Work history, roles, and key accomplishments

Current

Senior Academic Coordinator

Current

Intellect Heights Academy

Jul 2024 - Present (2 years 2 months)

Leads stakeholder engagement and operational excellence, managing cross-functional teams and coordinating large-scale academic programs. Implemented ISO 21001:2018 compliance processes and led quality-improvement initiatives.

Stakeholder Management Operational Excellence ISO 21001:2018 Internal Audit Performance Monitoring Team Leadership Project Management

Principal

Step Forward Senior Secondary School

Mar 2018 - Apr 2024 (6 years 1 month)

Directed institutional operations, admissions, and stakeholder relationships, managing a staff of 65. Led recruitment, performance management, and promotional campaigns that increased admissions and strengthened brand visibility.

Operations Management Admissions Stakeholder Management Team Leadership Recruitment Performance Management Marketing Strategic Planning

Customer Service Head – Landline Business

Bharti Airtel Limited

Jan 2015 - Dec 2018 (3 years 11 months)

Managed enterprise customer portfolios generating approximately ₹3 Crore in monthly revenue. Developed and executed customer retention strategies and led customer engagement initiatives, handling high-priority escalations.

Key Account Management Customer Retention Revenue Management Escalation Management Cross Functional Collaboration Customer Experience

Senior Relationship Manager

Bharti Airtel Limited

Jan 2010 - Dec 2015 (5 years 11 months)

Managed a portfolio of key enterprise accounts, nurturing long-term relationships and driving repeat business. Identified upselling and cross-selling opportunities, conducted business reviews, and managed contract renewals.

Key Account Management Upselling Cross Selling Contract Management Customer Retention Market Intelligence Business Reviews

Quality Lead

Bharti Airtel Limited

Jan 2008 - Dec 2010 (2 years 11 months)

Managed quality assurance processes and customer service performance monitoring. Conducted audits and process reviews, supporting business process optimization and service quality enhancement.

Quality Assurance Audit Process Improvement Performance Monitoring Customer Service