As part of the Mission Control Center (MCC) at SAP, my role involves handling critical customer escalations and incident management. I manage customer expectations in accordance with established SAP processes and procedures which involves evaluating how the customer’s technical issues impact daily business processes and ensuring effective closure to those issues.My day-to-day work involves working on support tickets, attending bridge calls with customer, clients and various stakeholders.

As a member of Internal Consultancy and Advise (ICA) at PayPal, I acted as an escalation point of contact for teammates when they are faced with challenging customer contacts related to chargebacks, Payment-Disputes, buyer-seller risk & KYC process. My day-to-day task involved reviewing documents, seller accounts & transaction logs to identify fraudulent activities and make sure transactions are compliant with OFAC guidelines. As a SME I was responsible for providing continuous coaching and assistance to teammates within the business departments and ensuring they meet required KPIs. I acted as a liaison between different departments ensuring smooth functioning of tasks as per organizations objectives. I was a certified LEAP facilitator and used to facilitate training and mentoring of new hires by working as a liaison between training and operations for the smooth functioning of new-hire training batches.