anisha sharma

I’m a Detail-oriented MBA graduate and Customer Success SME with 3+ years of experience in Customer Success and Operations, focused on driving client satisfaction, improving customer experience, and consistently achieving KPIs. In my current UK Operations role, I provide specialized guidance for client onboarding, retentions, and issue resolution—an approach that helps me keep service standards strong and customer outcomes improving.

I analyze and improve business processes to ensure efficient order management and fulfillment, and I handle customer calls and queries related to services and upgrades for retention. I’ve built measurable impact through training and coaching: delivering training to new hires on service standards, mentoring junior advisors through side-by-side coaching and call calibrations, and maintaining customer feedback scores of 91–98%. I also monitor individual and team performance through KPIs (call quality, conversion rates, customer satisfaction), maintain knowledge documents and Standard Operational Procedures for BAUs, and support SLA/KPI delivery while addressing team concerns and resolving conflicts to raise performance.