Dhruv Sekhri

Operations professional with 3+ years managing high-volume, high-pressure service operations across Banking, Telecom, Healthcare, Education, and Travel & Hospitality for U.S.-based processes (Citi Bank, Lycamobile). Proven track record owning the full escalation lifecycle end-to-end, driving SLA adherence, and coordinating across admissions, backend, vendor, and support functions. Regularly entrusted with informal team-lead duties — mentoring new hires, guiding peers through complex cases, and holding the floor during peak-load periods — reflecting readiness for a formal Operations Manager title.

Combines hands-on process improvement (backlog reduction, workflow redesign, quality tracking) with vendor and B2B partner coordination from travel operations, plus an early foundation in marketing and campaign execution. Seeking a remote Operations Manager / Team Lead role with a U.S.-based company, bringing full accountability for team output, SLA performance, and process quality.

Senior CRM & Escalation Executive at Aimlay Private Limited (2025-12 – Present)

Own the complete customer grievance lifecycle from case creation to final resolution, with full accountability for response time, quality, and customer satisfaction.

• Independently manage high-priority escalations end-to-end, ensuring resolution within strict SLA timelines
• Act as first point of guidance for junior team members, coaching them through complex customer cases
• Analyze recurring complaint patterns and drive process changes that reduce repeat escalations
• Coordinate across admissions, operations, backend, and support teams to remove workflow bottlenecks
• Own internal reporting and escalation tracking that feeds directly into performance reviews
• Cut response time and reduced complaint backlog through proactive case ownership

Operations Intern – Itinerary & Trip Coordination at Wander Venture (2026-01)

Ran end-to-end operations for a travel and hospitality venture in parallel with the full-time role above, adding vendor-side and B2B operations exposure to a customer-service background.

• Designed and managed travel itineraries end-to-end, balancing client preferences, budget, and logistics
• Coordinated trip execution across transport, accommodation, and local vendor partners
• Sourced and developed new B2B partner tie-ups to expand the vendor network and service offerings
• Managed partner onboarding, building the relationship-management skills central to vendor-facing operations roles

Senior Operations Representative at Concentrix (2023-11 – 2025-08)

Delivered high-quality customer service for a U.S.-based Citi Bank credit card process in a fast-paced, performance-driven environment.

• Successfully handled billing disputes, fraud-related concerns, and high-priority customer escalations
• Consistently achieved and exceeded KPIs including CSAT, Quality Score, and Resolution Time
• Supported team members in handling complex customer interactions and difficult situations
• Contributed to upselling and customer retention strategies on the Lycamobile telecom process
• Handled floor-level responsibilities during peak workload periods, demonstrating leadership readiness

Voice Process Executive at Manpower Group (IBM Process) (2022-09 – 2023-09)

Processed healthcare insurance claims with high accuracy and strict compliance.

• Maintained consistent adherence to TAT and productivity benchmarks
• Developed strong analytical and documentation skills handling sensitive financial data
• Contributed to operational efficiency through accuracy and consistency

Social Media Marketing Intern at GrowthX University (2020-01 – 2020-06)

Social media marketing & campaign execution

Marketing Intern at Pepsi (2020-01 – 2020-01)

Social media marketing

Campus Ambassador at Unacademy (2020-01 – 2020-01)

Referral & social media promotion

Marketing Intern at Hamour (2020-01 – 2020-01)

Social media marketing

Bachelor of Business Administration in BBA – Guru Gobind Singh Indraprastha University (2018-01 – 2021-01)