Open To Work
Hi, I’m
Sakshi Nautiyal
Process Expert
Ghaziabad
Summary
Operations and support professional with experience in data handling, document management, customer service, and quality assurance. Known for accuracy, reliability, and SLA adherence, with a proven track record of performance-based growth. Open to opportunities across operations, administration, compliance, and process support functions.
Overview
4
years of professional experience
2
Certifications
3
Languages
Work History
Provana
Process Analyst - Legal Back Office
05.2025 - 04.2026
Job overview
- Executed back-office operations in compliance with SOPs and SLAs, ensuring timely and accurate deliverables.
- Prepared and reviewed legal documents, and supported e-filing as per client(WWR) and jurisdictional guidelines.
- Performed data validation and document verification, consistently achieving 100% accuracy and minimizing rework.
- Collaborated with teams to resolve discrepancies and support process improvements.
Process Expert (Promoted within 1 year)
- Promoted based on high accuracy and strong process expertise.
- Conducted Quality Assurance (QA) audits, ensuring adherence to SOPs, SLAs, and quality standards.
- Performed error analysis and RCA, and provided training and feedback to improve team performance.
Iksula-Etsy
Senior Member Support Agent-Seller
02.2023 - 07.2023
Job overview
- Created training programmes and held writing webinar with team lead for fellow seller team members to provide better customer services and improve overall experience on platform.
- Worked closely with Quality Analysts to conduct research to ensure the accuracy of resolution received to customers.
Iksula Services
Member Support Agent- Seller
04.2022 - 02.2023
Job overview
- Handled and resolved customer escalation/complaints while in line with SLA and in terms of quality.
- An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
- Applied strategic relationship-building skills, listening attentively, solving problems creatively, and using tact and diplomacy to achieve win-win outcomes.
- Supported Etsy’s mission to “Keep Commerce Human” by fostering positive seller experiences, and maintaining high service quality.
- Promoted to Senior Member Support Agent-Seller within a year for excellent customer handling skills.
The Teal Mango
Content Writer
02.2022 - 03.2022
Job overview
- Writing enticing 400-500 word articles on a variety of topics within tight deadlines. (85+ so far)
- Following specific SEO guidelines to ensure the search engine presence of published material.
- Creating catchy and informative headlines designed to entice potential readers.
- Incorporating high-quality images into all articles while providing factual information for light yet informative pieces.
- Processing work through the content management site WordPress.
Education
Swami Vivekanand college, IGNOUDelhi
Master from English Literature
11-2021
Kirori mal college, University of DelhiDelhi
B.sc from Analytical Chemistry
06-2019
Skills
Effective Time Management and Prioritization
Customer Service and Relationship Building
Active Listening and Feedback Incorporation
Legal Back Office Operations
Complaint and E-Filing Support
Quality Assurance and Process Excellence
Accomplishments
KHRUSOS'18, KMC, DU
- Participated & secured 1st position in GREEN-CHEM Rangoli competition
Class 12th
- Awarded 1st position for Academic brilliance in Annual Examination of Science Stream.
ZONE-IV Science Mathematics & Environment Exhibition
- Participated and hold 2nd position for 'Modern Cotton Industry' project in ZONE-IV Exhibition(130+ schools).
Additional Information
Zendesk |Kofax | Microsoft Office Suite (Excel, Word, Outlook) | Email Management Tools | CRM Systems | Document Management Systems | E-Filing Platforms
EXTRA-CURRICULAR ACTIVITIES
Event Organiser, Spectrum'18 Annual Fest of B.sc Programme society of Kirori mal college Volunteered in Renaissance 2018, Annual Fest of Kirori mal college Event Organiser, Spectrum'18 Annual Fest of B.sc Programme society of Kirori mal college Volunteered in Renaissance 2018, Annual Fest of Kirori mal college
Certification
Certificate in German Language, Hansraj College, University of Delhi, August 2018 - April 2019
Timeline
Process Analyst - Legal Back Office
Provana
05.2025 - 04.2026
Senior Member Support Agent-Seller
Iksula-Etsy
02.2023 - 07.2023
Member Support Agent- Seller
Iksula Services
04.2022 - 02.2023
Content Writer
The Teal Mango
02.2022 - 03.2022
Kirori mal college, University of Delhi
B.sc from Analytical Chemistry
Swami Vivekanand college, IGNOU
Master from English Literature
INTERNSHIPS
Marketing Ambassador, enactus, April 2017 - May 2017
- Created online promotions, and ads for current and upcoming products using photo editing applications like Canva.
- Worked with marketing president completing promotional events on social media platforms.
Creative intern, Leaders for Tomorrow, Delhi, February 2018 - March 2018
- Worked with not-for-profit youth leadership movement for social action.
- Promoted the movement with banners as well as blogs on various social channels.
- Assisted fellow marketing mates to raise fund for the noble cause.
- Mentored a team of youth volunteers and ensured their active participation and contribution towards the completion of the project.