Syed Abdul Khader

Results-driven Escalation Manager (SME) with expertise in managing high-impact client issues, leading WBR discussions, and driving cross-functional resolutions. Proven ability to improve customer experience and influence stakeholders through data-driven insights.

Escalation Manager (SME) - Cognizant

(2022-08)

• Lead critical client escalations and ensure timely resolution of high-impact issues.
• Own Weekly Business Reviews (WBR) and present insights to stakeholders.
• Conduct escalation meetings and align cross-functional teams.
• Perform RCA and implement preventive measures.
• Mentor team members and improve CSAT and SLA metrics.

D2AS Associate (SME) - Amazon

(2019-06 - 2022-06)

• Provided technical support for Prime Video & devices for US customers.
• Acted as SME and mentored new hires.
• Handled escalations and improved customer satisfaction.

Associate - Knoah Solutions

(2018-08 - 2019-05)

• Supported job portal operations using Salesforce CRM.
• Managed employer-candidate communication and job postings.

B.Tech - JNTU Hyderabad (2014 - 2018)