Dynamic and results-driven manager of experience in enhancing operational efficiency and team performance. Demonstrated expertise in problem-solving and collaboration, leading to significant improvements in customer satisfaction (CSAT) scores and resolution rates (ARD). Proven track record of reducing escalation incidents and elevating overall service levels, contributing to a more positive customer experience. Committed to fostering a collaborative team environment, leveraging strong communication skills to drive continuous improvement and achieve organizational goals.• People Management: Leading a team of 15 support consultants to deliver timely resolutions to complex technical issues. Fostered a collaborative team culture by creating open door policy and transparent communication.• Escalation Management: Serve as an escalation point for critical customer issues, effectively prioritizing and removing roadblocks to facilitate quick resolutions at a global level. Manage high-priority cases, ensuring alignment with customer needs and business objectives.• Readiness & Skill Development: Collaborate with engineering, program management, and readiness teams to identify skill gaps and address them through training, mentoring, and upskilling initiatives. Ensure that the team is always prepared for new and existing features to provide an exceptional customer experience.• Product & Process Improvement: Aggregate customer feedback, analyze trends, and work with product and engineering teams to suggest improvements to both product features and internal processes.• Business Integration: Identify opportunities to improve customer experience through collaboration with cross-functional teams including engineering and product management. Drive initiatives that align support strategies with broader business goals, creating synergy across departments.

Manage customer follow-ups for unresolved cases assigned to the frontline team, providing feedback when necessary to enhance service quality.Oversee sales operations with a strong focus on achieving predefined sales targets and driving growth.Ensure the timely resolution of customer queries while fostering strong relationships to identify opportunities for additional business.Monitor the performance of sales and service teams, ensuring superior customer service and the achievement of team sales targets.Share reports and key learnings related to CE, XPR, and Hygiene with team members to promote continuous improvement.Collaborate closely with the development team to escalate recurring issues and drive root-cause resolutions.Ensure appropriate service level coverage and provide ongoing updates on new issues, technical training, mentoring, and process improvements.Deliver accurate, timely, and consistent information to frontline support teams regarding issues and solutions.Lead and manage a team of technicians in diagnosing, troubleshooting, and repairing computer systems, software, and applications.Provide coaching, mentoring, and guidance to maximize team effectiveness and productivity.Drive the achievement of productivity and effectiveness goals as outlined in the operational and financial plans.Oversee the end-to-end delivery of resolution and warranty metrics, ensuring all service targets are met.Assist technicians in reaching the highest performance levels by monitoring, coaching, and providing constructive feedback.

• Collaborated with the Data Recovery Engineering team to recover corrupted QuickBooks files using Sybase database and SQL scripting techniques.• Provided technical support to QuickBooks users, delivering phone-based assistance for troubleshooting and issue resolution.