- Oversee all pre-release planning including the briefing process for cross-functional teams; ensuring a cohesive and agreed upon plan to begin work.- Act as the pillar for teams to lean on during handoffs of key deliverables, setting meetings for continuity and accountability.- Work between business, engineering and customer support centers to align on timing across both digital and hardware issues.- Combine agile and data-driven experimentation to test often, drawing conclusions for consistent improvement across process, workflows and communication channels.- Oversee comprehensive repository of company process documentation setting best practices standards and organizational efficiencies.- Led resolution and customer escalation of tickets, bugs, and cases across multiple platforms and channel partners.

- Assisted in starting a new program in our Pakistan Call Center. - A team of 10 Floor Supervisors provided imediat assistance to phone agents with escalated customer.