Headline

Customer Operations & Post-Sales Specialist | SLA & Escalation Management | CRM Operations | Client Lifecycle, Renewals & Service Delivery

About

I am a Customer Operations & Post-Sales professional with 8+ years of experience in client lifecycle management, escalation resolution, SLA governance, and cross-functional coordination — helping organizations improve customer outcomes and operational stability. Over the course of my career, I have: Led customer onboarding and adoption workflows to improve engagement and reduce drop-off risks. Owned escalations end-to-end, working with product, support, and finance teams to resolve issues within SLA expectations. Maintained and optimized CRM operations to ensure accurate customer data and lifecycle visibility. Supported renewals and retention strategies (non-hunting, relationship and outcome focused). Partnered with internal teams to refine processes, documentation, and standard operating procedures. My practical strengths include: ✔ Customer Operations & Service Delivery ✔ SLA Management & Escalation Ownership ✔ CRM Tools: Zoho, LeadSquared, Siebel-OneView ✔ Client Lifecycle & Post-Sales Support ✔ Process Documentation & Cross-Functional Collaboration I am actively enhancing my technical skillset with SQL, Power BI, and advanced Excel to bring data-informed insights into customer and retention operations and add analytical value to operational roles. 👉 I’m open to connecting with professionals in Customer Operations, Client Services, Service Delivery, and Post-Sales roles that value operational stability, clear stakeholder communication, and measurable customer impact.

Location

Bengaluru

AI stack

openai

Work experience

Program Advisor at Interview Kickstart (IK), Jul 2025 - Oct 2025 · 3 mo, Bangalore

Senior Consultant at Great Learning, Oct 2024 - May 2025 · 7 mo, Bangalore

Admissions Counselor at upGrad Education Pvt. Ltd., Jan 2024 - Oct 2024 · 9 mo, Bangalore

Assistant Manager at Koenig Solutions Pvt. Ltd., Mar 2023 - Sep 2023 · 6 mo, Bangalore

Inside Sales Manager at Edureka, May 2022 - Jan 2023 · 8 mo, Bangalore, Managed customer engagement and post-sales support activities including onboarding, issue handling, and service coordination. Served as a consistent point of contact for customers to ensure timely communication and resolution management. Coordinated with internal teams to address customer concerns and maintain service quality benchmarks.

Customer Relations Manager ( Non- Sales ) at Altruist Technologies Pvt. Ltd., Oct 2018 - Apr 2022 · 3 yrs 7 mos, Bengaluru, Karnataka, India, {Formerly Hinduja Global Solutions] - Delivered end-to-end customer support for enterprise clients including IHCL and Unacademy, ensuring 100% SLA adherence. - Owned customer issues from intake to closure, coordinating with internal teams to reduce escalation TAT by ~20%. - Acted as a retention support contact, ensuring service continuity and proactive communication. - Served as escalation handler for complex cases, maintaining 90%+ resolution satisfaction. - Contributed to process documentation and internal communication standardization. - Supported and mentored of new hires.

Senior Associate at Wipro, Apr 2016 - Feb 2018 · 1 y 10 mo, Kolkata

Education

Bachelor of Business Administration, Business Administration and Management, General, Annamalai university

High School Diploma, National Institute of Open Schooling