Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sangeeta Rawat

Derabassi,Punjab

Summary

Customer Support Manager with 10+ years of leadership experience in customer support and technical support, including 5+ years managing global, high-performing teams. Certified Operations Manager from IIM Raipur with expertise in scaling support operations, SLA management, and process optimization. Proficient in Six Sigma methodologies, focused on driving continuous improvement and excellence in Customer Support. Skilled at building customer-first teams, coaching future leaders, and optimizing queue management. Thrives in fast-paced environments, with experience across startups and established organizations like Basware, Vedantu, and WhiteHat Jr. Passionate about delivering outstanding customer experiences through innovation and collaboration.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Maternity Break

Career Break
12.2023 - 04.2025
  • I took a maternity break from December 2023 to April 2025, during which I focused on caring for my family and parenting full-time. I am now eager to re-enter the workforce with renewed energy and a fresh perspective.

Customer Support Manager - Team Lead

Basware
03.2023 - 11.2023
  • Team Leadership & Development
  • Led and mentored a team of over 20 support representatives, overseeing daily operations and ensuring adherence to service standards.
  • Conducted monthly 1:1 meetings, provided constructive feedback, and developed Individual Development Plans (IDPs) to enhance team performance. Implemented performance evaluation frameworks with clear goal setting and periodic reviews to track progress and support professional growth.
  • Operational Management
  • Managed and triaged high-volume support queues to enhance response efficiency and service quality. Strategically scheduled and adjusted team coverage to ensure seamless support operations and minimize service disruptions.
  • Recruitment & Onboarding:
  • Assisted in recruitment and onboarding by conducting interviews, collaborating with HR on job descriptions and interview kits, and providing support to new team members for a smooth transition.
  • Escalation & Issue Resolution
  • Handled escalations as the first point of contact, ensured proper routing and resolution, provided weekly feedback on team performance, and improved processes for application administration, increasing efficiency.
  • Cross-Functional Collaboration
  • Fostered strong relationships with cross-functional partners and stakeholders, aligning support strategies with organizational goals, and collaborated with leadership to analyze trends and implement strategic changes.

Sr. Operations Manager - Team Lead

WhiteHat Jr
11.2020 - 06.2022
  • Leading the UX Research and product research operations team of BYJU's Future School and Whitehat Jr Math and Coding programs. Catering to the US and Indian demography.
  • Managing a portfolio of cross-functional projects in various categories such as User Research, Product Research, and User Insights. Strategizing on innovative methods to help the product team reach their production goals under tight deadlines. Helped the product team to grow product testing and User research by 10x.
  • Aligning the broadest of cross-functional teams (Product, Design, Marketing, Engineering, Vendors, Business, Legal, etc) to ensure that the products are launch-ready. Have successfully managed 2000+ product testing, User Research sessions every week for span of 1.5 years.
  • Focused management efforts on ensuring the various activities were coordinated, critical path activities were achieved, and projects were successfully completed on time and within budget, adhering to high-quality standards. Have managed to complete 150+ projects on time with an efficiency of around 85%.
  • Rewards and recognitions – Make a Difference Award & Helping Hands
  • Remote

Academic Operations Manager

Vedantu (Part of Lakshya Institute)
03.2020 - 11.2020
  • Managed a team of 50 employees, overseeing hiring, training, and professional growth of employees.
  • Managed student, teacher, and course operations by scheduling/coordinating with the General Management and the Student Success Team (Instructors and Experts)

Administrative Manager

Lakshya Institute
12.2018 - 03.2020
  • Headed the student service team
  • Managed daily academic operations(Content and Curriculum)
  • Management Managing Academic Care Team
  • Conducted performance reviews of employees
  • Monitored equipment and resources

Assistant Centre Manager

Time Institute
08.2015 - 12.2018
  • Account Executive - Health Guard India Pvt Ltd.

Education

MBA - Finance

Maharshi Dayanand University

Bachelor Of Commerce - undefined

Kurukshetra University

Skills

  • Program Management, Process Improvement, Stakeholder Management, Strategic Growth Plans, Business Analytics, Performance Evaluation, Team Management, Leadership and Team Building, Conflict Resolutions, Advance Excel, Tableau, Tally ERP, Zendesk
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Certification

Executive Development Programme in Operations Management with Six Sigma

Timeline

Maternity Break

Career Break
12.2023 - 04.2025

Customer Support Manager - Team Lead

Basware
03.2023 - 11.2023

Sr. Operations Manager - Team Lead

WhiteHat Jr
11.2020 - 06.2022

Academic Operations Manager

Vedantu (Part of Lakshya Institute)
03.2020 - 11.2020

Administrative Manager

Lakshya Institute
12.2018 - 03.2020

Assistant Centre Manager

Time Institute
08.2015 - 12.2018

Bachelor Of Commerce - undefined

Kurukshetra University

MBA - Finance

Maharshi Dayanand University

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Sangeeta Rawat