Global Client Support Team Manager
Current- Global Team Management for Customer Satisfaction: Oversees a diverse global support team, ensuring adherence to company standards for delivering efficient and comprehensive customer satisfaction solutions.- Maintains Exceptional Team and Individual C-SAT Scores: Achieved and sustained a team Customer Satisfaction (C-SAT) score of 99%, with individual team members consistently achieving 100% for multiple consecutive months.- Fosters Team Growth and Excellence: Cultivates a culture of continuous improvement, fostering meaningful cross-team relationships that inspire team members to excel in their roles. Emphasizes ownership, solution-oriented approaches, and ongoing professional development.- Drive Process Optimization and Standards Enhancement: Leads efforts to optimize existing processes while introducing new company standards in client retention, issue resolution, implementing best practices, and aligning team goals with company objectives.- Enhances Communication Infrastructure and Support Resources: Evaluates and enhances tutorials and communication channels, ensuring seamless and effective communication for both internal teams and clients.- Serves as Effective Scrum Master and Project Manager: Facilitates resolutions for cross-team issues by serving as a scrum master, leveraging strong interpersonal skills to encourage collaboration and timely solutions.
