Summary of Career

1. Led 8 month project for Microsoft Customer Service tool deployment and increased customer experience

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2. Reduced complaint resolution time by 85% by improving processes via continuous improvement strategies

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3. 15 years of experience in service delivery and customer operations and project coordination

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4. Worked in large Fortune 500 companies with experience across USA and UAE.

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5. Reduced complaint resolution time by 85% through revision of asset support entitlement and team collaboration.

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6. Handled escalations for business and operational issues for premier contracts worth $2.5m

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7. Prevented critical issues by ensuring regular proactive health checks and root cause analysis through technical teams.

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8. Increased customer response time by 30% through conducting triages and analyzing phone reports.

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9. Managed KPIs through team triages, regular feedback, and knowledge base improvement to fully meet SLA target.

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10. Led 15 Call Center specialists from 6 countries by conducting SQL and Agent Desktop tool training.

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