As a Client Success Manager, I am responsible for developing trusted relationships with our clients, measured through revenue growth, retention and relationship health. Being part of Client Success means l have a unique opportunity to join the client on their journey with SAP Concur. My goal is to ensure the client feels supported and achieving their desired outcomes by offering industry insights and best practices.

The core objective of my role is to oversee day-to-day production, enhance collection processes using technology and ensure key metrics such as quality, timeliness and completeness are met. As a team manager, I am also responsible for talent development, performance management, collaborating with global peers on common goals and best practice sharing.Career Progression:March 2016 - April 2018 Customer Support ExecutiveApril 2018 - April 2019 Senior Customer Support… Show more The core objective of my role is to oversee day-to-day production, enhance collection processes using technology and ensure key metrics such as quality, timeliness and completeness are met. As a team manager, I am also responsible for talent development, performance management, collaborating with global peers on common goals and best practice sharing.Career Progression:March 2016 - April 2018 Customer Support ExecutiveApril 2018 - April 2019 Senior Customer Support ExecutiveMay 2019 - July 2022 Customer Support Team ManagerLSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It’s how we’ve contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Show less

As an operations Supervisor, I am responsible for the attainment of client set goals, efficiency targets and overall team performance.I also deliver consistent and effective coaching sessions to address performance gaps. This is through analyzing agents’ performance and develops action plan to bridge gaps and conducting regular performance management to improve challenged members of the team.

Handles escalation calls from Tier 1 representatives, provides advanced troubleshooting steps necessary to resolve a customer's concern and acts as Subject Matter Expert and collaborates with supervisors to assist Tier 1 representatives.

Provides clear inbound communication through telephone support and provide excellent customer service solutions to users pertaining to information, pre-sales and technical problems and provide consistent, superior service to every customer by utilizing all available tools and resources.