Progressed from Director to Senior Director, ultimately leading end-to-end global operations for a multi-tier support organization of 165+ professionals, driving operational scalability, efficiency, and performance excellence. -Acted as a strategic liaison between stakeholders to ensure operational alignment and to drive joint strategic initiatives that supported long-term growth. Established governance and accountability frameworks to ensure consistent service delivery across global markets. -Co-led a cross-functional recovery initiative that reduced case backlogs by 30% within four months and significantly elevated CSAT. -Maintained strict financial discipline through forecasting and variance management, reducing OpEx costs by 11% while sustaining premium service standards. -Directed a global transition that expanded customer self-service, resulting in a 10% reduction in case volume. -Championed talent development and labor resource planning to optimize team structure and ensure long-term growth.

Progressed from Manager to Senior Manager, focusing on scaling department infrastructure through SOP development, SLA compliance, and financial rigor. Effectively translated business goals into practical plans by scheduling and load-balancing global team tasks to ensure objective achievement. -Managed day-to-day activities for a global organization, focusing on infrastructure stability and SLA rigor to ensure seamless operational flow. -Acted as a key liaison to bridge the gap between stakeholders, aligning regional support models with global strategic objectives and company standards. Identified and addressed operational gaps by optimizing workflows and integrating multi-portfolio support teams to boost efficiency. -Guaranteed personnel and budget allocations were aligned with corporate objectives while driving joint strategic initiatives for global labor optimization. -Monitored performance metrics against defined targets to drive continuous improvement and maintain a high-performance culture. -Proactively identified bottlenecks and technical issues, addressing challenges before escalation.

Progressively promoted to lead global Tier 1 and Tier 2 support operations (65+ team members), ensuring continuous operational availability and service quality. -Led end-to-end talent acquisition, onboarding, and training for distributed global teams, accelerating readiness. -Supported capacity planning, scheduling, and workload balancing to ensure optimal coverage and efficient resource utilization. -Managed individual and team performance through KPIs, SLAs, and structured coaching, improving productivity and service excellence. -Implemented process enhancements to strengthen operational standards.

Advanced from Tier 1 to Tier 2 Support Specialist, expanding scope to deliver technical support for global SaaS platforms, with a focus on incident resolution, system stability, and cross-functional coordination. -Acted as an escalation point for complex API and system issues, documenting resolution protocols to prevent recurrence. -Managed individual case queues under tight deadlines, prioritizing tasks based on business impact and strategic objectives. -Created and maintained internal knowledge bases and documentation, reducing resolution times and standardizing processes. -Designed and delivered onboarding programs for new hires, accelerating ramp-up time.