At BirchStreet Systems, I led application support operations for a SaaS platform, focusing on service delivery, SLA adherence, and customer satisfaction. I improved customer satisfaction scores by 30% through structured feedback and service improvements.
I also accelerated new-hire ramp-up by 25% through onboarding, knowledge transfer, and training programs. I strengthened SLA performance and reduced resolution times through case prioritization, workflow optimization, and automation.
As the primary escalation point for complex customer issues, I coordinated cross-functional teams and partnered with Product and Development on root-cause analysis and sustainable fixes.
Before BirchStreet Systems, I supervised first-party collection processes for US-based client accounts at iEnergizer IT Services Pvt. Ltd. I monitored team KPIs and used targeted customer engagement strategies to improve performance and reduce delinquencies.
