Team Lead for Wise Business Support - Wise
(2025-10)
- Leadership & Team Development: Build and enable high-performing customer support teams with strong product knowledge and problem-solving capabilities. Drive a customer-first culture by prioritizing high-impact issues, strengthening communication standards, and leading teams focused on operational efficiency and service quality.
- Operations, Process & Service Delivery: Implement efficient ticket management workflows with proactive escalations and structured resolution planning. Define and maintain support processes, SOPs, and SLAs to ensure consistent, scalable, and high-quality service delivery while optimizing support tools and self-service capabilities to reduce customer effort and ticket volume.
- Customer Experience & Quality Excellence: Establish and run regular quality reviews of customer interactions to elevate service excellence. Ensure strong QA and QC governance across all support operations while designing customer satisfaction measurement frameworks to track trends and drive continuous improvement.
- Cross-Functional & Product Collaboration: Collaborate closely with cross-functional teams to align customer objectives with product and operational goals. Champion customer feedback loops to identify product gaps, usability issues, and defect patterns, partnering with product and engineering teams to drive meaningful enhancements based on customer insights.
APAC Lead for Premium Support Team - LinkedIn
(2017-10 - 2024-12)
- Team Leadership & Performance Management: Led and managed contractor team of up to 16 for 2 years. Overseeing hiring, onboarding, training, quality audits, coaching, engagement, and performance management to drive high performance and skill development for LinkedIn FTE team. Managed Customer Support Operations, ensuring seamless communication and issue resolution.
- Strategic Operations & Vendor Management: Spearheaded vendor partnerships, optimizing operations for efficiency and scalability, while driving process improvements and operational excellence.
- Customer Support & Quality Enhancement: Developed and executed strategic plans to elevate customer support operations, implementing quality initiatives and dashboards to enhance customer satisfaction.
- Trust & Safety & Escalation Management: Managed escalations, enforced process improvements, and collaborated with cross-functional teams to protect platform integrity and enhance member experience.
- Training & Onboarding: Designed onboarding programs and training materials, ensuring seamless integration of new hires and ongoing skill development.
- Process Optimization & Cross-functional Collaboration: Partnered with product and systems teams to streamline workflows, enhance operational efficiency, and drive continuous improvements.
- Leadership & Recognition: Served as the primary escalation point in leadership's absence, ensuring business continuity, and was recognized for advancing cross-cultural collaboration through LinkedIn's pilot exchange program.
Senior Support Specialist - LinkedIn
(2014-04 - 2017-09)
- Escalation Management: Managed global escalations and resolved complex member issues across email, chat, and phone channels, enhancing customer satisfaction.
- Training & Coaching: Coached team members to strengthen case resolution skills and improve overall member experience.
- Operation Excellence: Led initiatives in process optimization, product improvements, and operational efficiency, delivering scalable solutions to business challenges.
- Training: Designed and facilitated training sessions for new hires and existing team members, ensuring knowledge retention and performance growth.
- Leadership: Built strong stakeholder relationships to align operational goals and drive team success. Supervised a 16-member contractor team, focusing on onboarding, quality assurance, and performance management.
LinkedIn Consumer Solutions Support Consultant - LinkedIn
(2013-09 - 2014-03)
- Customer Support & Escalation Management: Resolved customer inquiries and escalations via phone and email, delivering effective solutions and enhancing satisfaction.
- Training & Coaching: Delivered refresher training, coached Customer Advocates, and led product knowledge sessions to maintain service quality and support team development.
- Process Improvement & Operational Efficiency: Proposed and implemented process enhancements, driving improvements in business operations and customer experience.
- Leadership & Business Continuity: Served as the escalation point during leadership absences, ensuring operational stability across global teams.
LinkedIn Global Customer Representative - Global Logic Technologies Pvt Ltd.
(2011-03 - 2013-08)
- Customer Support & Issue Resolution: Delivered phone and email support, ensuring seamless issue resolution and high customer satisfaction. Handled complex technical issues, escalating appropriately for timely and effective resolution. Provided tailored support to enterprise clients like Starwood and Michelin, maintaining premium service levels. Proactively learned internal systems and org structures to expedite resolution and improve first-contact effectiveness.
- Process Improvement & Operational Efficiency: Recommended L2 communication enhancements, improving engagement and response speed. Created reusable server maintenance templates, boosting communication consistency and operational efficiency.
Senior Technical Support Representative - IBM
(2008-07 - 2011-02)
- Customer support & Technical Resolution: Provided email and phone support to ensure seamless customer experiences by keeping users informed on issue status and resolution. Delivered tailored technical assistance to enterprise clients such as Starwood and Michelin, maintaining high service standards. Effectively managed complex technical issues and escalated to specialized teams for timely resolution. Proactively built system expertise by learning internal tools and organizational structures to a
- Operational Efficiency & Process Improvement: Identified and recommended improvements to L2 communication processes, enhancing customer engagement and response times. Developed reusable server maintenance templates to standardize communication and increase operational efficiency. These initiatives contributed to more consistent support delivery and better internal workflows.
Senior Technical Support Representative - Sutherland (HP Account)
(2005-11 - 2008-06)
- Technical Support: Delivered expert technical support for HP and Intuit clients, diagnosing and resolving hardware, software, and connectivity issues while guiding users with preventive tips to improve device performance. Upselling the add-on products after resolving the issues. Collaborated with cross-functional teams to escalate complex problems and drive product improvement. Maintained accurate records in the Solutions Center database, documented troubleshooting steps, and analyzed support tr
