Open to opportunities

Sangeeta Vijayan

@sangeetavijayan

Customer Success and Customer Operations leader improving SLA/CSAT, training teams, and strengthening client relationships globally.

India

Message

What I'm looking for

I’m seeking remote global roles in Customer Success, Customer Operations, or Customer Experience—where I can improve service delivery, strengthen client relationships, and consistently maintain SLA/CSAT targets through training, quality, and process improvement.

I’m a Customer Success and Customer Operations professional with 20+ years’ experience leading global customer support operations, training, and quality assurance. I improve service delivery, maintain SLA and CSAT targets, and manage international client relationships across phone, email, and chat.

I’ve delivered induction and operational training for new advisors and teams, conducted quality audits and process improvements, and owned escalation management to drive better outcomes. Recognized with awards including Employee of the Year, I bring a practical, mentorship-driven approach to performance and customer experience.

Experience

Work history, roles, and key accomplishments

Operational Trainer

Mihir Infinite Services Pvt Ltd

Nov 2021 - Jan 2026 (4 years 2 months)

Delivered induction and operational training for Indian and UK advisors, including soft-skills for customer communication across phone, email, and chat. Mentored newly recruited advisors and supported service quality and process improvement initiatives.

Customer Training Customer Support Operations Soft Skills Mentoring Process Improvement ServiceNow Quality Management

Support Specialist

Kale Logistics Solutions Pvt Ltd

Oct 2018 - Dec 2019 (1 year 2 months)

Managed customer onboarding and system registrations, monitoring support tickets to ensure SLA compliance. Coordinated with internal teams to resolve customer issues and handled vendor invoicing and operational queries.

Customer Onboarding Ticket Monitoring SLA Cross functional Coordination Operational Support Invoicing

Senior Associate (Pensions)

Willis Towers Watson

Nov 2016 - Feb 2018 (1 year 3 months)

Administered UK pension schemes (DB and DC), managing client queries and complaint resolution while maintaining service level targets and operational quality. Trained new employees and provided floor support.

Pension Administration Complaint Resolution Quality Assurance Floor Support Process Compliance

Quality Analyst & Trainer

Capita

May 2008 - Oct 2016 (8 years 5 months)

Conducted quality audits and compliance monitoring, delivering training programs for new hires. Managed case allocation and SLA completion, and contributed to operational process improvement.

Auditing Compliance Monitoring Training Delivery SLA Management Case Allocation Process Improvement Customer Support Operations CRM SLA Tracking

Process Associate

Tata Consultancy Services

Apr 2007 - May 2008 (1 year 1 month)

Processed customs entry invoices for DHL UK shipments while ensuring compliance with HM Customs regulations. Supported accurate operational processing and adherence to compliance requirements.

Invoicing Compliance Data Entry DHL HM Customs Workflows

Administrative Manager

Y.B. Education Systems

Nov 2002 - May 2005 (2 years 6 months)

Managed administrative operations and coordinated teams while handling customer communication and complaint resolution. Supported day-to-day operations to ensure responsive service delivery.

Administrative Operations Team Coordination Customer Communications Complaint Resolution Operational Support Service Delivery