At COMMFLUENTBIZ, I design leadership development and communication programs around organizational capability gaps. I use learning diagnostics and modular journeys that combine workshops, microlearning, and coaching.
At TITAN COMPANY LIMITED, I led Quality and Training operations for 1,000 customer-facing agents and managed 25 direct reports. Targeted coaching and calibration helped improve CSAT from 85% to 89%, while strengthened diagnostic questioning increased First Call Resolution by 30%.
At LINKEDIN, I managed customer support operations for LinkedIn Learning and Hiring Solutions across 7 APAC countries. Proactive communication and structured escalation management contributed to a 25% increase in client retention.
Earlier, I led quality, resolution, and training work at DELL INTERNATIONAL SERVICES, NICE INTERACTIVE SOLUTIONS, and CLICKSOFTWARE (Salesforce Company). My work included root cause analysis, troubleshooting training, and building Power BI dashboards to track performance, SLA adherence, and customer satisfaction.
