With over 20 years of experience in customer support and services, I am an Escalations Leader at Veritas Technologies, a global leader in data protection and availability solutions. I am passionate about driving customer conversations, building and leading high-performing teams, and delivering results that exceed expectations.In my current role, I lead a global team of Critical Situation Managers and Customer Advocates in managing customer escalations, collaborating with executives to resolve disputes, and implementing strategic plans for top accounts. My efforts have resulted in increased customer satisfaction and loyalty, demonstrated through improved CSAT and NPS scores, higher renewal rates, and reduced TTR. I have received multiple awards and recognition, including Manager of the Quarter and the highest Glint survey results for a manager globally, and appreciation from Veritas CEO. I am also proud to have been recognized during the 2023 International Women's Day by Veritas women employees as one of the five men who empower women. I believe in fostering a diverse and inclusive workplace where everyone feels valued and empowered to achieve their full potential.