Anita L.
Open to offersNew to PlatformAbout
I bring over 22 years of experience in customer success, client delivery, and service operations—working with global clients in fast-paced environments.
Throughout my career, I’ve focused on one thing: delivering consistent, high-quality customer experiences that drive retention and long-term value.
Some of the impact I’ve delivered:
• Improved customer satisfaction (CSAT) by 15%
• Reduced turnaround time by 25–30% through process optimization
• Maintained 95%+ SLA adherence across operations
• Led and developed teams of 15–20 members
• Successfully handled high-impact client escalations
I’ve worked closely with cross-functional teams and stakeholders across geographies, ensuring seamless service delivery and strong client relationships.
I’m now exploring remote opportunities in Customer Success, Client Experience, and Service Delivery roles where I can contribute to improving customer outcomes and operational excellence.
Open to connecting with professionals and teams building strong customer-centric organizations.
Experience
Client Delivery & Operations Team Lead | Customer Success & Service Delivery
Accenture Solutions Pvt Ltd · 2015 — 2025• Led end-to-end client delivery operations for global enterprise clients, ensuring high customer satisfaction and SLA adherence • Improved CSAT scores by ~15% through structured quality frameworks and coaching initiatives • Reduced process turnaround time by 25–30% by optimizing workflows and identifying operational gaps • Managed escalations and ensured timely resolution, improving client trust and retention • Maintained 95%+ SLA compliance across operations • Led and mentored teams, achieving 90%+ retention in high-pressure environments • Used data analysis (Excel/reporting) to track performance, identify gaps, and drive continuous improvementQuality Analyst
Accenture Solutions Pvt Ltd · 2006 — 2015• Monitored and evaluated performance for a team of 20+ agents to ensure high-quality service delivery • Improved quality scores by ~20% through audits and targeted feedback • Identified process gaps and implemented improvements to enhance customer experience • Acted as a liaison between operations and clients to align quality expectations • Reduced error rates and escalations through structured quality initiatives • Managed team and individual performance across client deliverables, focusing on capacity and customer feedback. • Acted as the primary point of contact for quality assurance, prioritizing key metrics to enhance service delivery. • Streamlined quality assessment processes, achievingCustomer Service
Tata Teleservices (Mah) Ltd · 2004 — 2005Customer Support Representative with Billing Team. • Handling and resolving Bill disputes for customers. Also ensuing SLA’s are achieved. • Root cause analysis to reduce billing complaints. • Audit of Quality Closures • Training of new & old employees on the various job functions in the department.Customer Care Representative
Tata Teleservices (Mah) Ltd · 2002 — 2004Customer Service Executive in Frontline. • Handling customer queries, cancellation and other request, which needed to be routed through Sales and other department like Back-line. • Handling of walk-in and irate customers • Handling disputes for wired and CDMA customers. • Handled high-volume customer interactions (80–100 calls/day - Information/Complains/Billing.) • Achieved 90%+ customer satisfaction score • Resolved billing disputes and ensured SLA compliance
Skills & Expertise
Education
- Bachelors of CommerceRizvi College of Science, Arts and Commerce - Mumbai University · — — 2004
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