Open to opportunities

Anish A

@anisha

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Dynamic Client Experience & Operations Leader with 15 years of success.

India

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What I'm looking for

I am looking for a role that values innovation and teamwork, offering opportunities for growth and impactful contributions.

I am a dynamic and results-driven Client Experience & Operations Leader with over 15 years of experience in driving operational excellence, compliance, and customer support. My journey has been marked by a proven ability to manage large teams, optimize processes, and ensure adherence to service level agreements (SLAs). I am passionate about fostering high performance and exceeding client expectations through strategic problem-solving and process innovation.

Throughout my career, I have successfully led teams of up to 212 members, focusing on mentoring and data analytics to enhance operational efficiency. My recent role as Lead Compliance & Support at SmartKargo involved managing ticketing systems and improving customer satisfaction ratings significantly. I am eager to re-enter the workforce with renewed energy and focus, ready to leverage my skills in a challenging new role.

Experience

Work history, roles, and key accomplishments

Lead Compliance & Support

SmartKargo (Quantum ID Technologies Pvt Ltd)

Mar 2022 - Jul 2024 (2 years 4 months)

Managed Zoho and Jira ticketing systems to track and resolve operational issues, ensuring 99%+ SLA compliance for timely shipment deliveries. Developed and enforced compliance policies and conducted internal audits, maintaining 100% adherence with regulatory standards.

Zoho Jira SLA Regulatory Compliance Workflow Optimization Quality Assurance

Customer Service Executive

Robobai Technologies

Sep 2020 - Nov 2020 (2 months)

Delivered efficient email-based customer support, handling high volumes of client queries with 95%+ resolution rate. Assisted in supplier onboarding, document verification, and process audits, enabling seamless integration of new suppliers.

Customer Support Email Communication Documentation Verification Cross Functional Collaboration

Executive Insurance & Collections

Credence Resource Management

Mar 2019 - Jun 2020 (1 year 3 months)

Provided insurance assistance and billing support, addressing policy clarifications and customer inquiries. Managed escalations for billing disputes and claims processing, achieving a 98% resolution rate.

Insurance Billing Support Claims Processing Payment Schedules

Freelance Macro Photographer

National Geographic Channel

Sep 2013 - Jul 2019 (5 years 10 months)

Captured and edited high-quality macro photography for wildlife and nature projects, meeting all deadlines consistently. Produced creative visual content used in publications, enhancing storytelling and audience engagement.

Macro Photography Photo Editing Wildlife Photography Storytelling

Retention Advisor & Customer Service Roles

Tech Mahindra

Jan 2007 - Dec 2018 (11 years 11 months)

Managed customer retention, billing, and credit verifications, increasing customer retention by 9%. Provided telecom support for UK-based Orange users, maintaining high customer satisfaction scores.

Customer Retention Billing Telecom Customer Satisfaction Call Center Operations

Senior Advisor - Licensing & Technical Support

Symantec Software Private Limited

Jul 2016 - Aug 2018 (2 years 1 month)

Provided licensing and network security product support to global clients, resolving issues within SLA targets. Managed client databases and generated detailed reports using Business Objects, improving sales forecasting accuracy.

Licensing Network Security SLA Management Client Management Business Objects Sales Forecasting

Education

Degrees, certifications, and relevant coursework

Pune University

Higher Secondary Certificate (HSC), General Studies

Completed Higher Secondary Certificate (HSC) studies, building a foundational academic background. Focused on core subjects to prepare for further education and career development.

Pune University

Secondary School Certificate (SSC), General Studies

Achieved Secondary School Certificate (SSC), establishing a strong base in fundamental subjects. Developed essential academic skills and knowledge during this period.

Unknown

Diploma in Bakery & Confectionery, Bakery & Confectionery

Completed a Diploma in Bakery & Confectionery with a specialization in Chocolates. Gained practical skills and theoretical knowledge in culinary arts, focusing on baking and confectionery techniques.

Unknown

IATA Foundation, Travel and Tourism

Completed the IATA Foundation program, acquiring knowledge in travel and tourism industry standards. Focused on foundational principles relevant to airline operations and travel services.