Led and developed a Customer Success team by training and equipping members with tactical problem-solving skills, improving first-contact resolution rates
Coordinated cross-functionally with Operations and key stakeholders to support customers and service partners across 4,000+ sites, ensuring seamless issue resolution and service continuity, Web cloud-based contract system CACI
Main engagement done over WhatsApp and verbal call. Better Touch point compared to emails
Strengthened customer relationships by elevating end-to-end experience, rebuilding trust, resulting in the successful recovery, retention of high-value accounts
Fostered team engagement and performance by championing well-being initiatives and collaboration, contributing to a high‑morale team
Delivered actionable insights by consolidating operational feedback and presenting timely recommendations to C‑suite ...