Trisha Sikder

Manager- Learning Experience @upGrad

Noida, IN

Spearheading client escalation management to ensure high levels of customer satisfaction (CSAT).> Conducting detailed analyses of Customer Satisfaction (CSAT) and Dissatisfaction (DSAT) metrics, identifying actionable insights.> Overseeing learners\' academic journeys, ensuring seamless onboarding, issue resolution, and stakeholder alignment.> Acting as the primary point of contact (POC) for universities to align academic and administrative matters.> Collaborating with internal and external stakeholders to optimize processes and enhance service delivery.Key Achievements:> Increased CSAT scores by 15% through effective process optimization and prompt escalation management.

IEC UNIVERSITY

Master of Computer Applications - MCA, Computer Programming

Natunhat Teachers Training Institute

B. ed

Sivanath Sastri College

Bachelor of Commerce - BCom, Accounting and Computer Science