Service Management Professional
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Results-driven Service Delivery Manager with 13 years of experience in managing service delivery operations and ensuring exceptional client satisfaction. Proven expertise in leading cross-functional teams, implementing process improvements, and driving operational efficiency. Adept at building strong client relationships and delivering high-quality service. Excellent communication and problem-solving skills.
Managed end-to-end service delivery operations, overseeing a team of 52 professionals.
Developed and implemented service strategies to meet client expectations and ensure service level agreements (SLAs) were achieved.
Led client onboarding and served as the primary point of contact for all service-related inquiries and escalations.
Collaborated with cross-functional teams to identify areas for process improvement and implemented streamlined workflows, resulting in a 10% increase in operational efficiency.
Conducted regular performance reviews and provided coaching and mentorship to team members, resulting in improved team productivity and employee satisfaction.
Prepared and presented monthly and quarterly service performance reports to clients, showcasing key metrics, achievements, and areas for improvement.
Successfully resolved complex client issues and maintained a high level of client satisfaction, resulting in a 10% increase in client retention
B.Sc. Industrial Chemistry
