Sahil Dhapta

Customer Success and Client Operations professional with 2+ years of experience managing US enterprise accounts, driving SLA and KPI compliance, and reducing escalations through structured root-cause analysis. Skilled in customer onboarding, account management, cross-functional collaboration, and process improvement within global, SLA-driven support environments. Proven track record of improving retention, first-call resolution, and client satisfaction metrics.

Client Specialist - Wipro Limited

(2024-08 - 2025-01)

• 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.

Senior Service Representative - Wipro Limited

(2024-06 - 2024-08)

• 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.

Customer Service Representative - Wipro Limited

(2023-06 - 2024-05)

• 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.

Customer Support Associate (Data Entry Operator) - Corporate Support Services

(2022-12 - 2023-05)

• Maintained accurate operational records and Excel-based documentation to support back-office reporting.
• Supported administrative operations and client-facing data accuracy initiatives.

MBA - Chandigarh University (2022 - 2024)

BBA - Shimla University (2018 - 2022)

Diploma - Computer Applications & Social Networking - NIIT Shimla