Lakshita Kanojia
Jaipur
Summary
Operations Strategist with almost 3 years of experience in business operations, partner engagement, and high-volume incident management across international environments. Proven track record in driving operational excellence through process optimization and root cause analysis. Skilled in stakeholder management, performance metrics, KPI/SLA monitoring, and data-driven decision-making to enhance customer experience and support revenue growth.
Overview
5
5
years of professional experience
Work History
Operations Strategist – Partner Engagement
Rally OurBus
05.2023 - Current
- Oversaw 1,000+ monthly operational incidents, including critical escalations, ensuring timely resolution and service continuity
- Applied root cause analysis to recurring issues, enabling continuous improvement and reduction in operational bottlenecks
- Drove partnership strategy execution, strengthening collaboration with operators and improving overall service delivery
- Managed real-time operations including dispatch, scheduling, and disruption handling to maintain operational efficiency and SLA compliance
- Spearheaded onboarding and training initiatives, improving partner alignment and platform adoption rates
- Monitored and evaluated partner performance metrics, conducting structured reviews to enhance service quality
- Supported commercial operations by influencing decisions impacting bookings, cancellations, and customer retention
- Developed and maintained performance reports and dashboards using Excel and internal tools for actionable insights
- Performed data analysis for partner segmentation, route optimization, and operational planning
- Enabled data-driven decision-making by sharing insights on partner allocation and performance trends
- Managed service recovery processes including refunds and audits to maintain customer experience standards
Sr Process Associate – Sales
Mattsen Kumar (Converzate)
08.2022 - 05.2023
- Managed end-to-end client interactions for US-based claim processing operations
- Ensured adherence to performance metrics and quality standards while handling escalations
- Conducted data analysis and lead assessment to improve operational efficiency and conversion outcomes
- Delivered training and mentorship as Process Trainer, enhancing team productivity and onboarding effectiveness
Process Associate – Customer Operations
Teleperformance (Amazon IN/NA)
05.2021 - 08.2022
- Handled high-volume customer interactions while maintaining KPI adherence and service quality benchmarks
- Resolved escalations and contributed to continuous improvement in customer experience processes
- Supported operations in a fast-paced environment with focus on efficiency and service delivery
Education
MBA - Marketing
Manipal University
Jaipur, India05-2026
B.Com (Hons.) - Economic Administration & Financial Management
University Maharani College
Jaipur, India04-2023
Skills
- Business Operations & Operational Excellence
- Partner Engagement & Partnership Strategy
- Incident & Escalation Management
- KPI & SLA Monitoring
- Root Cause Analysis & Continuous Improvement
- Stakeholder & Cross-functional Collaboration
- Data Analysis & Decision-Making
- Performance Metrics & Reporting
- Commercial Operations & Revenue Impact
Key Achievements
- Improved operational efficiency by ~10–15% through workflow optimization and continuous improvement initiatives
- Reduced escalation response time by ~15%, strengthening service reliability and resolution effectiveness
- Promoted to Operations Strategist – Partner Engagement based on consistent top performance (3/3 rating)
Technical Skills
- Microsoft Excel (Pivot Tables, Data Analysis, Reporting)
- CRM/Freshdesk
- Operational Platforms: Admin Panel, Lodestar
- Google Workspace
Certifications
- Business and Marketing Strategies – University of London
- Consumption, Marketing and Culture – University of London
- Operations Systems Excellence – University of London
- Fundamentals of International Business – University of London
- Fundamentals of Marketing Strategy – University of London
- Measure and Optimize Social Media Marketing Campaigns – Meta
- Research Methodologies – Queen Mary University of London
Interests
- Sketching & Painting
- Traveling & Cultural Exploration
Timeline
Operations Strategist – Partner Engagement
Rally OurBus
05.2023 - Current
Sr Process Associate – Sales
Mattsen Kumar (Converzate)
08.2022 - 05.2023
Process Associate – Customer Operations
Teleperformance (Amazon IN/NA)
05.2021 - 08.2022
MBA - Marketing
Manipal University
B.Com (Hons.) - Economic Administration & Financial Management
University Maharani College