Sahil Dhapta
Customer Success | Client Operations | Account Management
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About
I'm a Customer Success and Operations professional with 2+ years of experience supporting US enterprise clients in fast-paced, SLA-driven environments.
My journey started at Wipro, where I grew from Customer Service Representative to Client Specialist, managing enterprise accounts across healthcare and security service programs for US-based clients. Along the way, I built a strong foundation in escalation management and root-cause analysis — reducing repeat escalations by 30%, improving first-call resolution by 15%, and maintaining 98%+ SLA compliance across high-volume accounts.
I also bring hands-on exposure to operations coordination — real-time scheduling, cross-team communication, and workforce management — which gives me a broader understanding of how service delivery actually works behind the scenes, not just the client-facing side.
Since April 2025, I've been running an independent project — Safarnama Trails, a travel platform I built and manage solo, from website design and branding to vendor partnerships and content. It's taught me what it means to own every part of a process, a mindset I carry into how I approach customer success and operations work.
I'm currently open to remote opportunities in Customer Success, Customer Operations, Client Support, and Project Coordination — roles where I can combine structured problem-solving with genuine client relationship management. I enjoy fast-paced, collaborative environments and I'm comfortable coordinating across time zones with distributed teams.
Outside of work, I like building things from scratch — whether that's a business process or a website — and picking up new tools on my own rather than waiting for formal training.
Experience
Self Employed / Independent Project Lead - Safarnama Trails (2025-04 - Present)
- Designed and launched a 9-destination travel platform with search and WhatsApp-based enquiry.
- Built the full customer journey from discovery to enquiry, including branding and content.
- Sourced vendor and partnership opportunities to expand offerings.
- Used AI tools to speed up content and business asset development.
- Managed 5 US enterprise client accounts, ensuring full SLA and KPI compliance and driving stronger client retention across the portfolio.
- Reduced repeat escalations by 30% through structured root-cause analysis and proactive account management.
- Resolved 150+ monthly client cases while collaborating with cross-functional teams to improve service delivery and client satisfaction.
- Supported US enterprise customers in a high-volume, SLA-driven customer success environment.
- Mentored and onboarded new hires, improving team performance and service consistency through structured knowledge sharing.
- Maintained 98% SLA compliance across high interaction volumes for US enterprise accounts.
- Improved first-call resolution rate by 15% through enhanced troubleshooting and client communication.
- Maintained accurate operational records and Excel-based documentation to support back-office reporting.
- Supported administrative operations and client-facing data accuracy initiatives.
Education
MBA - Chandigarh University (2022 - 2024)
BBA - Shimla University (2018 - 2022)
Diploma - Computer Applications & Social Networking - NIIT Shimla
