Driving Customer Success and Operational Excellence With over 16 years in IT service management, I’ve built a career focused on delivering exceptional customer experiences, optimizing operations, and empowering teams through leadership and skill development. From leading high-performing teams at Revolut to enhancing escalation processes at Mphasis, my journey is all about creating impactful results. Starting at Wipro, I mastered the foundations of IT services and customer support, which paved the way for a versatile role at HSBC. There, I gained expertise in knowledge sharing, training delivery, and team management. My ability to connect with diverse audiences also allowed me to hone public speaking and soft skills training, mentoring team members to enhance communication, conflict resolution, and interpersonal effectiveness. At Mphasis, I streamlined escalation processes, improved transactional quality, and strengthened stakeholder relationships while leading teams for the Global Service Desk. I also developed ServiceNow dashboards to drive efficiency and transparency. In my most recent role at Revolut, I led the Retail Credit Core Service Support team, using ITIL and Prince2 Agile methodologies to resolve complex issues and foster a customer-first mindset. I’m passionate about solving problems, improving processes, and empowering individuals to grow personally and professionally through training and mentorship. If your are ready to elevate customer success, operational excellence, and team capabilities, hone your public speaking or soft skills, let’s connect to make it happen.