Sahir Gujarati
Senior Director - Customer Success (Project Management & Customer Support)
Mumbai,
Summary
With a proven track record at Elevate K-12, I excel in organizational development and customer obsession, driving operational excellence and fostering key partnerships for mutual growth. My strategic planning and collaborative leadership have consistently enhanced operational efficiencies and customer satisfaction, showcasing my ability to lead transformative initiatives and solve complex problems.
Overview
19
19
years of professional experience
17
17
years of post-secondary education
4
4
Certifications
Work History
Senior Director - Customer Success
Elevate K-12
12.2015 - Current
- Lead Project Management & Customer Support function to plan, implement, launch and manage high quality live virtual instructions in 442 different schools in US based 223 public school districts.
- Lead and manage Customer Success WBR & MBR meetings and Leadership WBR meetings.
- Created lean working environment, enabling rapid response to changing business needs without sacrificing quality or performance standards.
- Championed continuous improvement initiatives to drive operational excellence within the organization.
- Drove strategic improvements to enhance operational and organizational efficiencies.
- Established data-driven decision-making processes and implemented best practices in analytics to optimize performance across the organization.
- Integral part of the Global Culture Steering Committee for the overall employee engagement.
Assistant Manager - Operations
Ocwen Financial Solutions Private Limited
01.2009 - 12.2015
- Led overall operations of Boarding & De-Boarding home mortgage accounts in Servicing Transaction Management team.
- Evaluated operational metrics to identify areas for improvement and implement corrective actions accordingly.
- Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
- Improved customer satisfaction rates by closely monitoring service quality and addressing issues promptly.
- Manage daily reporting & MIS, and conduct regular audits of departmental procedures to ensure adherence to established guidelines, reducing instances of noncompliance.
- Ensured compliance with industry regulations, company policies, and safety standards to maintain a secure working environment.
Associate - Retention & Upgrades
3 Global Services
04.2007 - 04.2008
- Persuade customers to not cancel the ongoing mobile annual contracts by promptly offering Retention & Upgrades plans, thereby enhance customer satisfaction
- Managed to maintain a record of zero cancellations in the tenure of 12 months resulting in multiple awards for being an exemplary performer.
Customer Relation Agent - Motor Insurance
Accenture Solutions Private Limited
04.2006 - 04.2007
- Enhance customer satisfaction by promptly addressing customer issues and provide effective solutions.
- Served as a key point of contact for escalated customer concerns, effectively resolving complex issues while maintaining strong client relationships.
Sales Team Leader
BPL Mobiles (APPCO Sales Private Limited)
04.2005 - 04.2006
- Consistently exceeded individual sales targets of selling BPL postpaid sim cards by employing persuasive communication skills and expert product knowledge when interacting with customers.
- Promoted to a Sales Trainer in 6 months from the joining the company and then to a Sales Team Leader in the next 3 months.
Education
MBA - Operations
Institute of Technology And Management
Mumbai 04.2011 - 03.2013
Bachelor of Science - Chemistry - Biochemistry
KC College (Mumbai University)
Mumbai 06.1990 - 04.2005
Skills
Collaborative Leadership
Strengths
Leadership: Leading a multi-diverse multi-disciplined team in a 24/7 environment, consistently surpassing operational metrics by 20%.
Innovation: Instituted new processes and technologies, improving organizational efficiency by 27%.
Process Improvement: Spearheaded multiple RCA-RCRs to identify problems, propose solutions and worked with multiple stakeholders to implement those short term and long term solutions, improving organizational efficiency by 25%.
Communication: Successfully managed complex customer situations and ensured that the change is communicated to necessary stakeholders across the organization.
Certification
Leadership in Tech @ Linkedin Learning
Timeline
Leadership in Tech @ Linkedin Learning
03-2024
AI Tools Workhop @ Be10X
07-2023
Certified Associate in Project Management (CAPM) @ Simplilearn
06-2022
Business Analytics with Excel @ Simplilearn
06-2022
Senior Director - Customer Success
Elevate K-12
12.2015 - Current
MBA - Operations
Institute of Technology And Management
04.2011 - 03.2013
Assistant Manager - Operations
Ocwen Financial Solutions Private Limited
01.2009 - 12.2015
Associate - Retention & Upgrades
3 Global Services
04.2007 - 04.2008
Customer Relation Agent - Motor Insurance
Accenture Solutions Private Limited
04.2006 - 04.2007
Sales Team Leader
BPL Mobiles (APPCO Sales Private Limited)
04.2005 - 04.2006
Bachelor of Science - Chemistry - Biochemistry
KC College (Mumbai University)
06.1990 - 04.2005
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