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Competencies
Demonstrated experience with ServiceNow.
Demonstrated experience with SAP.
Demonstrated experience with Zendesk.
Demonstrated experience with Salesforce.
Demonstrated experience with Omnichannel Tools.
Education
Languages
Experience
Manager, Enterprise Relationship Management
Mitigated risk accounts and escalations, enhancing client retention by 20%, Formulated engagement strategies and mentored Enterprise Relationship Managers, Coordinated account assignments and QBRs for high-profile enterprise clients
Account Operations Manager
Spearheaded operations across six countries, amplifying team efficiency by 46%, Integrated omnichannel tools, elevating productivity by 30%, Expanded operations to 22 cities within eight months, overseeing 123 agents and 16 leads
HTCC Incident Manager / SAP Release
Directed SAP migrations and incident resolutions, guaranteeing SLA compliance, Championed automation initiatives and enhanced global support operations
Operations Consultant - Customer Service
Streamlined service delivery and developed scalable training workflows, Executed workforce analysis for strategic expansion planning
Service Desk Manager
Oversaw a 63-FTE service desk, refined ticketing systems utilizing ServiceNow, Facilitated voice and non-voice services along with infrastructure planning
Help Desk Support Coordinator
Conducted service support across 10+ affiliated companies, Implemented ITIL practices and collaborated with tier 2/3 teams for SLA enhancement
Customer Service & Support Manager
Elevated service levels by 42% through refined ticketing practices, Improved adherence by 25% via coaching and Standard Operating Procedure (SOP) implementation
Team Lead Assistant Manager
Instituted claims operations, reducing attrition by 12%, Achieved over 90% Customer Satisfaction (CSAT) through integrated contact center solutions