Led customer support operations for Cisco's Enterprise Networking and Data Center accounts — managing 10 Team Managers and 2 Account Supervisors across 8 specialized teams, with full accountability for CSAT, SLA, QA, and productivity performance. Delivered structured one-to-ones, coaching sessions, and performance reviews. Designed a data-driven action plan improving CSAT from 78% to 85% and sustaining above 92%. Built executive dashboards tracking CSAT, SLA, QA, and productivity OKRs. Acted as escalation point, coordinated with WFM, and oversaw the implementation of Sherlock AI automation tool.

Directed QA operations across five enterprise accounts (Cisco, Verizon, Allstate, Hotelbeds, Inteletravel) — monitoring performance, identifying coaching opportunities, and partnering with team leads to drive continuous improvement. Led migration from manual Excel reporting to Power BI. Built SOPs, quality manuals, and audit frameworks from scratch.

Monitored customer interactions through call and email reviews — delivering clear, actionable coaching feedback that improved team performance and customer satisfaction across multiple accounts. Developed quality audit tools and performance tracking processes from scratch.