At GuardSix, I lead complex customer escalations from initiation through resolution, coordinating with cross-functional teams across regions. Structured escalation handling and proactive engagement help me maintain >95% annual CSAT.
I also improve processes with stakeholders, onboard and train team members, and track SLAs to address breach risks. For executive updates, I explain impact, risks, and resolution progress in simple language.
Previously, I led 24/7 customer support operations as Service Delivery Manager, improving support processes and monitoring ticket queues, KPIs, and customer satisfaction. I administered Zendesk operations and led customer-facing projects using Agile/Scrum methodologies.
Earlier, I worked in quality assurance at GuardSix and Verisk Information Technologies Pvt. Ltd (Subsidiary of Verisk Health Inc.). I prepared and executed test plans and cases, performed quality assurance following Agile methodology, and maintained software integrity as an Associate Configuration Manager.
