Sakshi Sarraf

WORK HISTORY

EDUCATION

ABOUT SAKSHI SARRAF

Dynamic Operations and Customer Experience Specialist with 5+ years of proven success in the ed-tech and BPO sectors, specializing in student lifecycle management, customer retention, and team leadership. My experience spans international voice and non-voice processes, where I\'ve consistently driven CSAT/NPS improvements, reduced churn, and led high-performing teams in fast-paced, tech-driven environments. I’ve built and scaled operations from the ground up — from redesigning sales pipelines and onboarding programs to crafting SOPs that elevated team productivity and training efficiency. At Bhanzu, I led a 10+ member team and boosted CSAT from 18% to 95% through streamlined issue resolution. At Upskills, I improved process efficiency by 25%, significantly enhancing the customer experience and operational agility. Tools & Platforms: CRM & Support: Salesforce, Freshdesk, HubSpot, Zoho, Aircall Data & Analysis: Excel, SQL, Google Data Analytics (ongoing) Communication: International Voice Process, Email Support, Escalation Handling I\'m passionate about building scalable systems, nurturing team talent, and delivering seamless customer journeys through strategic operations. Currently seeking Team Leader / Program Manager / Customer Success opportunities where I can contribute to growth-focused, customer-centric organizations. Let’s connect if you\'re building something impactful in ed-tech, SaaS, or customer operations!