• Manage day-to-day technical consultant escalation operations.• Led and mentored a group of 16 Technical Consultants globally.• Promoted a people-first servant leadership model by providing resources, allowing employees to grow and thrive.• Further diversity, equity, and inclusion by partnering with leadership, driving operational excellence.• Initiated and implemented ideas to improve services and business development efforts.• Decrease by 40% all cases escalated to level 2/level 3 support by providing workshops to Level 1 technicians with best practices.• Developed short- and long-term strategic plans based on functional knowledge and data analysis to further company vision.• Monitored key performance indicators and made operational adjustments, maximizing success.• Work with HR Business Partners, the hiring, training, and performance reviews• Collaborated with internal stakeholders to update, develop, and implement KPIs and SOPs for continual service improvement.• Reviewed technology needs to drive operating cost savings and improved revenue control.• Identified and actioned strategies to drive growth and end-customer experience