Lata Bharti

Dynamic Leader with 18+ years of proven expertise, delivering results under tight deadlines with integrity and drive. Skilled in stakeholder management, risk assessment, and resource allocation to ensure flawless execution and client satisfaction. Combines creativity with strategic insight to optimize outcomes and fuel organizational growth.

Not specified - Tata Consultancy Services - Mumbai, India

(2012-03)

Proven expertise in coordinating projects, aligning resources and stakeholders in India and Australia to achieve seamless execution and timely delivery. Skilled in drafting, reviewing, and managing contracts to ensure compliance, mitigate risks, and support successful project outcomes. Proven ability to lead BPO projects, streamline operations, and align cross-functional teams for efficient service delivery and client satisfaction.

Adept at building strong stakeholder relationships through clear, consistent communication that drives alignment and project success. Experienced in delivering clear, professional communication that fosters collaboration, strengthens relationships, and drives business success. Experienced in delivering corporate training programs, specializing in voice and accent coaching to enhance communication effectiveness and professional confidence.

Extensive experience in quality analysis and team management within BPO and IT service desk environments, driving process improvements, compliance, and service excellence. Proven expertise in talent resourcing, efficiently identifying, acquiring, and allocating skilled professionals to meet organizational needs and proj

Senior Customer Service Associate - 3GLOBAL SERVICES - Mumbai, India

(2009-01 - 2010-12)

• Achieved 98–100% quality scores in retention processes, ensuring top-tier service delivery for UK clients.
• Expertise in customer retention strategies, driving loyalty and minimizing churn in competitive BPO environments.
• Skilled in handling escalations and resolving complex issues, consistently maintaining client satisfaction benchmarks.
• Streamlined retention workflows to enhance efficiency, reduce turnaround time, and improve overall customer experience.
• Built strong client relationships through proactive communication and personalized solutions, reinforcing long-term partnerships.

Senior Customer Service Associate - Zenta Pvt Ltd - Mumbai, India

(2006-01 - 2008-05)

• Consistently achieved 99–100% quality scores in US credit card collections, ensuring compliance and accuracy.
• Expertise in 3rd‑party collections, driving recovery rates while maintaining customer trust and regulatory standards.
• Skilled in negotiation and resolution strategies, securing payments while preserving positive client relationships.
• Streamlined collection workflows to enhance efficiency, reduce errors, and improve overall process outcomes.
• Delivered measurable results by balancing firm debt recovery with empathetic customer engagement.

Bachelor of Arts - Education - North East Hill University