Experience: I have 8 years of professional experience and nearly 3 years of overseeing teams of service desks and vendor partners—providing training, both technical and process oriented, conducting quality audits, and reporting out their performance to leadership. I have identified several opportunities for process improvement, coordinated projects by tracking progress using JIRA and addressing key customer pain points in collaboration with cross functional teams. I have delivered timely and high-quality solutions for new feature and bug fix releases for large enterprise customers globally. Moved escalations to closure and managed customer relationships & stakeholder engagement. Some of the skills and experience in detail are given below: Client and Stakeholder Management: I have managed the clients and stakeholders ensuing clear communication and addressing their pain points effectively. This included the setting and resetting of customer expectations regarding status and timelines, tracking progress, and providing updates to all concerned parties in a timely manner. Cross-Functional Team Collaboration: I have had the opportunity to work with cross-functional teams including Engineering, QA, Devs., Support, Customer Success Managers, and Sales teams. This has built my capability of coordinating and driving critical technical issues to their resolution efficiently. Operations, Process, and KPI/SLA Management: I have provided process and technical training to the Service Desk and Vendor teams ensuing they acquire the necessary competencies to perform at high level. I have supervised operational processes to put Service Delivery on a smooth track, optimized workflows, and improved efficiency while maintaining high standards of Customer Satisfaction(CSATs). With a strong focus on KPIs, I have monitored and analyzed performance metrics to ensure performance efficiency. Conducted quality audits and presented detailed reports to the leadership regularly. Additionally I have identified opportunities for process improvement and led several process enhancement projects. Escalation Management: I have a proven record of handling escalations and brining them to closure. Proficient with intricacies of running services and applications both on-premises and in the cloud ensuring seamless operations and effective issue resolutions. Achievements : I have received Peer recognition and Star Performer as well as process improvement recognitions and a Customer Champion. These accolades highlight my commitment to excellence and continuous improvement.