At BRIGHTCHAMPS, I redesigned triage protocols and escalation matrices, raising SLA and turnaround-time adherence from about 75% to 95% within 60 days. I’ve sustained that performance across 4,000–4,500 monthly cases.
I scaled the technical support team from 2 to 8 members and established mentorship frameworks that achieved a 100% intern-to-full-time conversion rate.
As a Senior Technical Support Engineer at BRIGHTCHAMPS, I partnered with core developers to design, test, and validate the teacher payment calculation engine. I translated operational needs into developer requirements and led end-to-end testing to eliminate direct database mutation risks.
Earlier, I managed production incidents and diagnostic workflows at BRIGHTCHAMPS, SUREIFY, and OYO. I also authored runbooks, API guides, and troubleshooting documentation, and at OYO partnered with engineering to deploy support-side APIs for bulk CRUD operations.
