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ashu ashwani

@ashuashwani

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Customer Success leader delivering SLA-driven, brand-safe customer outcomes globally.

India

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What I'm looking for

I’m looking for a remote or Dubai-based role in Customer Experience or Customer Success where I can lead escalations, drive SLA/KPI performance, strengthen client relationships, and mentor teams—while delivering brand-safe, high-quality outcomes.

I’m a Customer Experience & Customer Success professional with 10+ years across global tech (Google Ads), telecom (Verizon, EE UK), on-demand services, and hospitality. I’ve built a reputation for exceeding strict SLA/KPI targets while keeping every outcome brand-safe and customer-first.

I specialize in escalation management and high-stakes issue resolution, using efficient queue management and rapid turnaround to protect customer satisfaction. I also mentor and coach junior associates on service quality, compliance standards, and effective client communication.

In my recent role at Cognizant Technology Solutions, I delivered top-tier customer experience and policy support for global Google Ads clients, coordinating with cross-functional international stakeholders to implement process improvements. Earlier, I supported premium Verizon 5G customers with first-contact resolution, handled critical escalations and disputes at UrbanClap (Urban Company), and managed B2B hospitality partnerships with quality assurance checks across partner portfolios.

I bring cross-cultural experience from roles spanning US clients and China-based vendors, plus customer support for EE Broadband & Mobile UK and complex US insurance claims under tight timeframes. I’m now seeking remote or Dubai-based Customer Experience, Customer Success, or Client Relations work where I can keep raising service quality and performance.

Experience

Work history, roles, and key accomplishments

Current

Senior Process Executive

Current

Cognizant Technology Solutions

Dec 2022 - Present (3 years 7 months)

Delivers high-tier customer experience and policy support for global Google Ads clients, ensuring brand compliance and customer satisfaction. Exceeds SLA/KPI targets through queue management and rapid issue resolution while mentoring junior associates and coordinating international stakeholders to implement process improvements.

Customer Experience (CX)Customer Success Escalation Management SLA Management Queue Management Issue Resolution Mentoring Coaching Service quality Quality Assurance Process Improvement Google Ads SharePoint Microsoft Office Suite CRM Platforms

Senior Associate

Tech Mahindra

Feb 2022 - Oct 2022 (8 months)

Provided high-touch technical and billing support for premium Verizon 5G customers with a focus on first-contact resolution. Managed logistics coordination and inventory queries and aligned support practices with retail service best practices.

Technical Support Billing Support Customer Support First Contact Resolutions Logistics Coordination Verizon

Senior Associate

Urban Company

Sep 2018 - Mar 2019 (6 months)

Managed critical customer escalations and dispute resolution to protect brand reputation and improve customer retention. Coordinated with service partners to ensure high-quality service delivery and operational compliance.

Customer Escalation Dispute Resolution Customer Retention Operational Compliance Quality Assurance

Relationship Manager

Gonex Cosmopolite

Nov 2017 - Aug 2018 (9 months)

Managed B2B hospitality partnerships, including partner onboarding and localized marketing strategies. Conducted quality assurance checks across partner portfolios to maintain brand hospitality standards.

B2B | Partnerships Partner Onboarding Local Marketing Quality Assurance Client Relationship Management

Relationship Manager

Stealth Mode

Jan 2017 - Nov 2017 (10 months)

Acted as the primary cross-border liaison between US clients and vendors in China for custom product lines. Managed end-to-end supply chain communications, product quality feedback, and client expectations.

Product Feedback Client Expectations Custom Product Lines

Senior Process Associate

Convergys

Aug 2015 - Jan 2017 (1 year 5 months)

Provided premium technical and customer support for EE Broadband & Mobile UK while managing a diverse international customer base. Focused on customer support across broadband and mobile service issues.

Technical Support Customer Support EE Broadband & Mobile UK International Customer Support

Senior Customer Care Executive

Intelenet Global Services

May 2011 - Jun 2014 (3 years 1 month)

Processed complex US insurance claims and resolved customer escalations under tight turnaround times. Delivered customer care focused on escalation handling and timely resolution.

Customer Care Insurance Claims Customer Escalation Turnaround Management Escalations