Abby Nair

Lead end-to-end operational governance for 80–100 associates, ensuring compliance with quality benchmarks and client SLAs. Built automated Power BI dashboards and capacity models, reducing escalations by over 20%.

Directed daily operations and quality governance for technical support teams of 40–60 engineers, maintaining 100% SLA compliance and quality scores above 95%. Reduced process error rates by 18% through SOP standardization and quality gate audits.

Designed and delivered technical and soft-skills onboarding programs for 700+ employees, achieving a 95%+ first-attempt certification rate. Reduced nesting duration by 20–25% and improved knowledge retention scores by 15%.

Delivered complex Tier-2 technical support, achieving 90%+ First Contact Resolution and exceeding CSAT benchmarks. Authored troubleshooting knowledge base articles and standard operating guides.

Completed the VIQC Certified – Train the Trainer program, focusing on training delivery and certification.

Earned the T4 Certified Professional designation, demonstrating advanced professional competencies.

Achieved the Evolve Certified Operational Leader certification, focusing on operational leadership and governance.