Monitored global queues and dispatched customer incidents and internal requests for customers to the best fit.Handled Continuous Quality Checks (CQCs) requests to position suitable services catered to enhance efficiency for SAP Enterprise Support direct customers.Provided immediate assistance to customer queries and situations.Orchestrated and led mass creation of tickets for strategic global initiatives, assisting in focused business development.Reviewed and updated internal processes guidelines.Trained and mentored new teammates on CES tasks. Demonstrated expertise across a variety of topics in response to internal and external inquiries.Actively contributed to internal success stories, reinforcing a positive company culture and highlighting significant achievements.