S H
@sh05
I lead global client support teams, resolving escalations and improving customer experiences.
CanadaWhat I'm looking for
At ION Group, I lead global client support operations, manage complex escalations, and use client feedback and operational data to improve service delivery, retention, and customer experience.
I've managed and coached teams of 10–15 support professionals against SLAs, customer satisfaction targets, and operational KPIs. I partner with Product, Operations, and Development to conduct root-cause analysis, resolve recurring issues, and implement sustainable process improvements.
Previously, I managed executive-level customer escalations for Ally Bank at Arvato Digital Services across North America, protecting client relationships through proactive communication, issue ownership, and timely resolution.
Experience
Work history, roles, and key accomplishments
Manager of Client Support Services & Global Commodity Lead
ION Group
Jan 2021 - Jan 2026 (5 years)
Managed and coached a team of 10-15 support professionals, driving achievement against SLAs and operational KPIs. Owned client escalations and led root-cause analysis to implement sustainable process improvements.
Education
Degrees, certifications, and relevant coursework
Conestoga College
International Business Management, Business Studies
Pursued studies in Business Studies and International Business Management at Conestoga College.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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