Results-driven Senior Analyst with 6 years of progressive experience in global service desk operations and driving excellence in customer communication and retention across international markets. Recognized as a Best Customer Influencer Award recipient — a testament to a consistent track record of turning complex service challenges into seamless customer experiences.
Adept at managing cross-functional, multicultural teams across time zones, with a sharp focus on SLA adherence, first-contact resolution, and end-to-end service quality. Skilled in translating customer insights into actionable strategies that improve satisfaction scores, reduce churn, and build long-term client loyalty.
Known for bringing a human-first approach to service delivery — combining analytical precision with empathetic communication to foster trust at every touchpoint. Whether resolving critical escalations or designing retention frameworks, the focus remains on delivering measurable outcomes that align people, process, and technology.
Core Competencies:
Global Service Desk Management • Customer Retention Strategy • SLA & KPI Governance • Escalation Management • Cross-cultural Communication • ITSM Frameworks (ITIL) • Voice of Customer (VoC) Analysis • Stakeholder Engagement • Team Leadership & Coaching • Continuous Improvement