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AJ

Anshika Jain

Customer Operations & Escalation Management Professional

Delhi, India

@anshika_jain

LinkedIn

0 followers

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About

Customer operations and escalation management professional with 4+ years of experience supporting global enterprise customers across Adobe, Google, and Twitter. Experienced in SLA governance, incident management, cross-functional coordination, process improvement, and knowledge management.

Experience

  • Associate Technical Consultant I – Escalation Specialist - Adobe Dx Products
    OMHRA (Third-party Payroll) · Noida
    Aug 2024 – Present

    Manage enterprise customer escalations for Adobe Digital Experience products, handle high-priority escalations, maintain SLA adherence, coordinate cross-functional teams, improve knowledge base documentation, create SOPs, mentor new hires, and collaborate with QA and Training teams.

  • Senior Process Executive – Order Management
    HCLTech · Noida
    Aug 2022 – Dec 2023

    Managed end-to-end order management operations across multiple regions, ensured SLA compliance, collaborated with cross-functional teams, used Salesforce and SAP for case tracking and reporting, and supported workflow improvements.

  • Process Executive – Ad Operations
    Cognizant · Noida
    Jul 2021 – Jul 2022

    Supported global advertisers, managed campaign-related operational issues, handled case lifecycle management, collaborated with internal teams, and maintained proactive stakeholder communication.

Education

Skills

2 to 5 years 2 to 5 years Several years of experience.
Technical Writing Process Improvement Customer Operations Knowledge management Escalation Management
1 to 2 years 1 to 2 years A year or two of steady use.
Reporting
<3 months <3 months Just getting started - under three months. This is also what shows when a level has not been set.
Dashboards SaaS Support Customer Success Root Cause Analysis Incident management Customer Experience

Tools / apps / platforms

2 to 5 years 2 to 5 years Several years of experience.
Salesforce software Microsoft SharePoint
1 to 2 years 1 to 2 years A year or two of steady use.
SAP software Atlassian JIRA
<3 months <3 months Just getting started - under three months. This is also what shows when a level has not been set.
Google Sheets Microsoft Excel Microsoft Office

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