About
Detail-oriented operations and customer support professional with 4+ years of experience supporting global customers, managing time-sensitive work, and driving results through team performance. Currently a Technical Lead managing 18 advisors, with strong communication, stakeholder management, and process improvement skills.
Experience
-
Technical LeadConcentrix · GurugramDec 2024 – Present
Lead a team of 18 Senior Technical Advisors, setting clear expectations, monitoring performance, and driving results through others. Manage daily operational priorities, service levels, deadlines, escalations, and changing business requirements while maintaining quality and accuracy. Communicate with stakeholders and leadership to share updates, synthesize operational information, and support timely decisions. Coach and mentor advisors through KPI tracking, performance reviews, feedback, and targeted improvement actions. Support process improvement initiatives and work effectively when processes or priorities change, ensuring business continuity and consistent service delivery. Coordinate team communications and operational requirements in a fast-paced, virtual environment while maintaining strong attention to detail.
-
Sr. Technical AdvisorConcentrix · GurugramApr 2023 – Dec 2024
Handled customer inquiries and technical issues for international customers, maintaining clear and professional communication. Managed tickets, escalations, documentation, and follow-ups to ensure timely resolution within SLA requirements. Worked across multiple priorities and tight timelines while maintaining accuracy and quality standards. Maintained case records and reports, ensuring information was organized, complete, and easy to understand.
-
RoleAmazon
Managed customer queries, escalations, and complaints with accuracy while following defined procedures and confidentiality standards. Worked with internal tools and supported process improvement initiatives in a high-volume customer service environment.
Education
-
Bachelor of Science