Served as the primary contact for high-priority customer issues, ensuring timely resolutions and maintaining customer trust.Analyzed customer feedback and collaborated with product teams to implement service enhancements based on client needs.Led cross-functional projects aimed at improving customer success metrics, resulting in a 15% increase in Net Promoter Score (NPS).

Collaborated closely with Airtel Black customers to ensure high satisfaction and retention rates through personalized support.Successfully managed the onboarding process for over 100 new clients, enhancing product adoption and user engagement.Developed training materials and conducted webinars to educate clients about features and benefits, resulting in a 20% decrease in support inquiries.

Resolved complex customer inquiries, reducing escalation rates by 30% through effective problem-solving techniques.Conducted performance analysis and presented findings to management, leading to improvements in service protocols.Mentored a team of 5 advisors, sharing best practices and improving overall team performance and morale.