Sulakshna Prashar

Spearheaded global inside sales strategy, customer success, and CX operations. Led talent acquisition and workforce planning and implemented CRM processes to improve pipeline visibility and forecasting.

Spearheaded global inside sales, customer success, and CX operations, improving CSAT and NPS through targeted engagement and retention initiatives. Led talent acquisition and workforce planning and implemented CRM processes to enhance pipeline visibility and forecasting.

Led customer success, stakeholder engagement, and business operations initiatives, improving operational visibility through KPI governance, reporting, and process optimization. Drove customer retention and CX transformation programs in partnership with Product, Operations, and Enablement teams.

Led customer support and contact centre operations, escalation governance, and service delivery while directing workforce planning and KPI dashboard reporting. Drove 25% revenue growth within three months and improved customer satisfaction by 15% through structured complaint resolution and service excellence initiatives.

Led customer support operations, escalation management, and service delivery, achieving 25% revenue growth within three months through strategic customer engagement. Improved customer satisfaction scores by 15% while managing workforce planning, SLA adherence, and KPI reporting.

Delivered 20% revenue growth through sales funnel optimization and improved CSAT by 15% via CX transformation initiatives. Led contact center operations and escalation management, and managed recruitment, onboarding, and training programs.

Completed certifications in Generative AI, Project Management, and Lean Six Sigma. Built AI-assisted recruitment and sales enablement frameworks to support hiring and go-to-market execution.

Built and scaled a 100+ member global contact center, delivering 45+ Cr revenue with 95%+ CSAT. Led global hiring, workforce planning, and ATS optimization, and designed learning & development and sales training frameworks.

Achieved 80% YoY growth and 1800+ enrollments by building sales playbooks and CRM workflows. Drove execution of the sales engine to increase pipeline performance and enrollment outcomes.

Delivered 50% growth and exceeded targets during COVID by strengthening the sales engine and execution cadence. Led hiring, onboarding, and training initiatives while supporting startup-stage team scaling and business expansion.

Managed B2B sales pipeline and client relationships, ensuring consistent lead follow-up and deal progression. Supported sales operations through structured account management and pipeline handling across client engagements.

Managed the B2B sales pipeline and handled client relationships to support business development efforts. Supported sales operations through ongoing coordination with internal stakeholders.

Managed delinquency portfolios and consistently exceeded recovery targets through operational process execution.

Managed CRM operations to support customer lifecycle and sales conversion execution.

Received the “Galaxy of Thanks” Award from Citibank leadership and achieved 15–20% growth through operational excellence and customer-focused delivery.

Achieved 15–20% revenue growth while maintaining 95%+ CSAT and received multiple awards for customer service excellence and client satisfaction.

Completed a PGDBA (HR) program at Symbiosis in Pune.

Completed PGDBA (HR) at Symbiosis Institute of Management Studies in Pune.

Completed a B.A. (Hons) in English from the University of Delhi.

Completed a PGDBA focused on HR at Symbiosis Institute of Management Studies in Pune.

Completed a B.A. (Hons) in English from the University of Delhi.

Completed a PGDBA (HR) program at Symbiosis Institute of Management Studies in Pune.

Completed a B.A. (Hons.) in English from the University of Delhi.

B.A. (Hons) in English from Delhi University.

PGDBA (HR) program at Symbiosis in Pune focused on human resources and related business management topics.

Earned a B.A. (Hons) in English from Delhi University.