Team Leader, Escalation Manager

Driving Customer Success and Operational Excellence : My Journey Over 16 years in IT service management, I've woven a tapestry of experiences that have honed my skills in delivering exceptional customer service and operational excellence. From leading high-performing teams at Revolut to streamlining escalation processes at Mphasis, I've consistently driven positive outcomes. My journey began at Wipro, where I cut my teeth in the world of IT service, gaining invaluable insights into customer support and technical services. This foundation propelled me forward, leading me to a long stint with HSBC, where I diversified my skills through knowledge creation, training delivery, and delegated team supervision. At Mphasis, I took on the role of Escalation Manager and Assistant Team Leader for the Global Service Desk. Here, I managed transactional quality, team performance, and stakeholder relationships while simultaneously spearheading continuous improvement initiatives. I streamlined escalation processes, conducted thorough root cause analyses, and developed ServiceNow dashboards to enhance efficiency and transparency. My most recent role at Revolut, as the Services Support team lead for the Retail Credit Core division, further solidified my expertise in delivering exceptional customer support. I applied my knowledge of the ITIL Framework and Prince2 Agile methodologies to ensure timely resolution of technical issues and escalations, fostering a culture of customer satisfaction across a diverse customer base. I'm passionate about driving operational excellence, troubleshooting effectively, and fostering cross-regional collaboration to enhance customer satisfaction and business performance. I aspire to leverage my experience and skills to contribute to the success of organizations seeking to elevate their customer service game and achieve sustainable growth. Looking for opportunities in: * Team Leadership * Assistant Manager * Escalation Management Lead * Customer Success Manager Industries: BPO, IT Service Management, ITES, KPO, Healthcare, E-commerce, Telecommunications, SaaS, Fintech Let's connect to explore how my expertise can benefit your team. Education: College/University in Other