Janita Christopher
Bengaluru
Summary
Results-driven Operations & Client Servicing Leader with 10 years of cross-border experience in optimizing learning delivery operations and driving client retention in India and the UAE. Proven ability to leverage data analytics (Power BI, SQL, Python, AWS) to inform decision-making and enhance service delivery. Strategic leader with a strong focus on stakeholder engagement and performance management, demonstrated by achieving a 35% increase in client satisfaction and a 30% rise in team productivity.
Overview
1
1
Certification
12
12
years of professional experience
Work History
CLIENT SERVICING LEAD
Indic Education
Bengaluru, Karnataka
01.2022 - 08.2023
- Managed end-to-end client engagement and service delivery for key accounts, maintaining high client retention across operational lifecycles.
- Partnered with cross-functional leadership teams to standardize quality benchmarks and ensure consistent SLA compliance.
- Designed and executed targeted staff training initiatives on client management best practices, measurably elevating service performance across the team.
- Implemented structured issue-resolution frameworks and proactive communication cadences, significantly reducing issue turnaround time.
SENIOR OPERATIONS COORDINATOR / TEAM LEADER
Sign Trade LLC
United Arab Emirates
02.2018 - 11.2020
- Directed daily regional operations and project execution schedules, ensuring alignment with organizational financial and operational targets.
- Led a high-performing team to achieve a 30% increase in operational productivity through optimized task distribution and process mapping.
- Supervised concurrent multi-phase projects within strict budgetary limits and tight delivery timelines.
- Conducted rigorous workflow audits to identify bottlenecks, introducing lean processes that streamlined project lifecycles.
OPERATIONS ANALYST
Y K Almoayyed & Sons (B.S.C)
Dubai, UAE
04.2013 - 01.2018
- Performed detailed quantitative analyses on operational workflows to uncover cost inefficiencies and operational redundancies.
- Partnered with department heads to execute targeted cost-containment strategies, successfully driving a 25% reduction in operating expenditures.
- Modeled complex operational data to deliver executive dashboards and actionable intelligence reports for senior management decision-making.
- Led operational transformation initiatives that enhanced overall service delivery speed and output consistency.
CUSTOMER SUCCESS EXECUTIVE
First Gulf Bank (FGB)
Dubai, UAE
10.2011 - 03.2013
- Oversaw multi-channel client inquiries and escalated resolution paths, ensuring high customer satisfaction and retention rates.
- Collaborated with internal risk and operations groups to resolve complex client disputes and improve end-to-end resolution times.
- Maintained accurate database records and tracking systems to enable seamless auditability and client follow-up continuity.
- Identified repeat service pain points and proposed workflow modifications that increased overall operational service quality.
Education
Master of Business Administration (MBA) - undefined
01-2016
Bachelor of Commerce (B.Com) - undefined
01-2012
Skills
Learning Event Planning
Service Delivery Excellence
Stakeholder Engagement
Workflow Redesign
Risk Mitigation
Advanced Excel
Client Relationship Management
Process Optimization
Data Analytics (Power BI, SQL, Python, AWS)
Performance Management
Resource Allocation
KPI Monitoring & Executive Reporting
Cross-Functional Team Management
Mentoring & Coaching
Strategic Planning
Agile Execution
Certification
- Data Analytics Certification
- AI Tools & ChatGPT Workshop
- Advanced MS Excel Analytics
Key Impact And Quantifiable Achievements
- 35% Increase in Client Satisfaction: Redesigned client onboarding and proactive engagement frameworks to boost CSAT and retention.
- 25% Cost Optimization: Delivered significant operational expenditure savings through process optimization and cost-cutting initiatives.
- 30% Boost in Productivity: Elevated overall team performance and throughput via structured KPI tracking, coaching, and workflow mapping.
Core Competencies
Business Operations, Process Optimization, Workflow Redesign, Resource Allocation, Risk Mitigation, Client Relationship Management, Service Delivery Excellence, Stakeholder Engagement, Issue Escalation, Power BI, SQL, Python, AWS, Advanced Excel, KPI Monitoring & Executive Reporting, Cross-Functional Team Management, Mentoring & Coaching, Strategic Planning, Agile Execution
Timeline
CLIENT SERVICING LEAD - Indic Education
01.2022 - 08.2023
SENIOR OPERATIONS COORDINATOR / TEAM LEADER - Sign Trade LLC
02.2018 - 11.2020
OPERATIONS ANALYST - Y K Almoayyed & Sons (B.S.C)
04.2013 - 01.2018
CUSTOMER SUCCESS EXECUTIVE - First Gulf Bank (FGB)
10.2011 - 03.2013
University of Calicut - Bachelor of Commerce (B.Com),
The University of Wolverhampton - Master of Business Administration (MBA),