Sakshi Gururani
Gurugram
Summary
Dynamic operations leader with a proven track record at Concentrix, driving a 20% increase in compliance accuracy and achieving over 90% first-touch resolution. Skilled in training design and KPI management, I excel in fostering team performance and implementing process improvements to enhance operational efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Assistant Manager - Operations
Concentrix
Gurugram
04.2025 - Current
- Led a team of 30+ associates to achieve KPIs including CSAT, SLA adherence, AHT, booking accuracy, and revenue targets.
- Managed scheduling and workforce planning to optimize workflows for dynamic business needs.
- Served as final escalation point for complex cases, attaining over 90% first-touch resolution and reducing repeat escalations by 25% in first quarter.
- Collaborated with international stakeholders to ensure alignment in multi-region service delivery.
- Implemented process improvements and proactive coaching programs to boost operational efficiency.
- Prepared weekly and monthly KPI reports, customer feedback analyses, and operational dashboards for senior leadership.
Senior Quality Evaluator & Trainer
Concentrix
Gurugram
07.2021 - 03.2025
- Conducted 700+ audits monthly to ensure adherence to client quality standards.
- Achieved 20% increase in compliance accuracy through systematic audits and structured feedback.
- Designed and delivered training for over 1,500 agents, enhancing team performance significantly.
- Collaborated with operations managers to implement coaching interventions, resulting in 15% uplift in FCR.
- Facilitated calibrations with clients and internal teams to enhance audit accuracy and transparency.
- Owned DIP check process and acted as quality coach with targeted feedback and development plans.
Assistance Coordinator
Bajaj Allianz Partners
Gurugram
01.2020 - 02.2021
- Delivered end-to-end assistance and customer support, ensuring timely case resolution and SLA compliance.
- Monitored case workflows to ensure accuracy, compliance and on-time closure.
- Supported Global Recognition Program initiatives contributing to service excellence.
- Collaborated with cross-functional teams to improve coordination and accelerate resolution timelines.
Education
B. Com Hons - Finance
Kumaun University
Nainital01.2021
Intermediate - Commerce
Gurukul International School
01.2018
Skills
- Leadership and people management
- Escalation and case resolution
- Quality assurance and compliance
- Training design and delivery
- Process improvement and analysis
- KPI management
- Data analysis and reporting
- CRM tools and Microsoft Office
Certification
- Evolve Certified Quality Evaluator
- Evolve Certified Trainer
- Cultural Espresso (People Solutions)
Accomplishments
- STAR Award for outstanding business contribution.
- Recognized as Top Performer for 6 consecutive months in quality and operations.
- Successfully trained & mentored 1,500+ agents, boosting performance across teams.
- Praised by leadership and clients for audit accuracy and calibration success.
Hobbies and Interests
- Volunteering
- Travel
- Photography
- Art & Painting
- Networking
Languages
- English, Full Professional Proficiency
- Hindi, Full Professional Proficiency
Professional Snapshot
Assistant Manager - Operations with 4+ years of expertise in customer service, operations, quality assurance, training and people leadership across travel and insurance domains. Proven track record of improving CSAT, SLA adherence, reducing AHT, increasing booking accuracy and supporting revenue goals. Skilled in escalation management, audit and compliance, process optimization, and stakeholder collaboration. Recognized as a STAR Award recipient and consistent Top Performer.
Timeline
Assistant Manager - Operations
Concentrix
04.2025 - Current
Senior Quality Evaluator & Trainer
Concentrix
07.2021 - 03.2025
Assistance Coordinator
Bajaj Allianz Partners
01.2020 - 02.2021
B. Com Hons - Finance
Kumaun University
Intermediate - Commerce
Gurukul International School