Align customer success goals with company growth objectives through executive collaboration. Implement data-driven processes to monitor customer health, analyse churn, and engage at-risk accounts proactively. Collaborate with sales, marketing, and product teams to drive customer success initiatives and boost product adoption. Manage global service delivery and partnerships across the US and APAC for business expansion.• Executed the EMEA customer success strategy, achieving: - 31% NPS increase (FY20-FY22) - 59% NPS increase (FY23/24) - 96% customer retention (FY23/24)• Drove 89% customer satisfaction via HubSpot, Survey Monkey, and Medallia.• Boosted Apogee’s client portal engagement by 60% (FY20–FY24).• Managed 90 professionals across Customer Support, Technical Helpdesk, Resource Planning, Remote Management, and Strategic VIP.• Enhanced employee satisfaction by 11% through engagement forums.

Led service operations encompassing customer support, resource planning, technical helpdesk, remote management, strategic VIP, and connecting teams. Defined and tracked KPIs to boost customer experience and operational efficiency. Implemented Apogee’s Client Portal for an omnichannel strategy. Supported the sales lifecycle with customised service solutions. Managed international service delivery and upheld ISO 9001 accreditation.• Pioneered complaint management and dispute resolution procedures, elevating customer satisfaction and retention from 10% to 25%.• Deployed AVAYA Contact Centre Technology, slashing abandonment rates by 90% and enhancing the average speed of answers.• spearheaded the design and implementation of customer feedback surveys, driving continuous business improvement initiatives.

Led customer service centre operations, driving strategy and team initiatives. Implemented and managed organisation-wide service improvement KPIs. Coordinated enterprise-wide lean service improvement programmes. Optimised customer satisfaction, complaint management, and feedback processes. Managed 24/7 delivery of digital channels: email, social media, and web chat.• Achieved 30% increase in self-service utilisation through strategic initiatives.• Elevated customer satisfaction rates by 20% through targeted improvements.• Improved contact centre metrics (average speed of answer and abandonment rate) by 70%.

Headed Customer Service Centre, overseeing strategy execution and team initiatives. Implemented and managed service improvement KPIs across organisation. Coordinated lean service improvement programmes enterprise-wide. Monitored and enhanced customer satisfaction, complaint management, and feedback processes. Managed 24/7 delivery of digital channels, including email, social media, and web chat.• Achieved 30% increase in self-service utilisation through strategic initiatives.• Elevated customer satisfaction rates by 20% through targeted improvements.• Enhanced contact centre metrics, including average speed of answer and abandonment rate, by 70%.

Managed workforce scheduling, including rotas, annual leave, shrinkage levels, and sickness and absence. Conducted regular employee training sessions to achieve and sustain learning objectives. Monitored KPIs and forecasted future performance trends.• Managed team of 21 customer service advisors to ensure efficient operations and exceptional customer support.