vikhyat

Managed 15+ Enterprise B2B customers across EMEA region, including global brands like Daikin, Dior, LVMH, Vodafone & McLaren Automotive under Experience Cloud Ultimate Support, coordinating with multi‑regional technical support, engineering, & CSMs ensuring 100% SLA adherence and rapid mobilization on P1 business-critical incidents. Improved ARD by ~40% across my portfolio by driving stricter triage, better case scoping, and proactive follow‑ups with product/engineering, driving faster closure of complex priority cases. Reduced OCA by ~55% by conducting weekly case hygiene reviews, challenging backlog drivers with support teams, and pushing action plans for aging P2–P3 issues, directly improving customer perception of Adobe responsiveness. Reduced Escalations to ≈2–4% despite high‑complexity use cases by setting clear expectations and preventing avoidable escalations through timely risk flagging and communication. Contributed to successful renewals for multiple strategic brands by demonstrating improved metrics in QBRs/MBRs and highlighting support improvements during contract renewal cycles. Increased customer satisfaction and trust through prompt responses, clear ownership of escalations, and reliable follow‑through on urgent issues, helping solidify Adobe as a trusted long‑term partner, maintaining ≈90% of CSAT scores. Led executive‑level incident communication for high‑severity issues (P1s), ensuring rapid, transparent updates to customers and internal leadership, reducing noise and aligning all parties on action plans, ETAs, and mitigation paths. Standardized reporting on KPIs to run data‑driven service reviews and prioritize actions having highest impact on resolution times and customer experience.

Delivered 150+ analytical performance reports to vendors and clients, ensuring reduced coding errors in US healthcare policy test files by 20%. Specialized in 834 Universal EDI coding, collaborated with enterprise vendors & improved integration efficiency by 25%. Led 100+ compliance audits and quality reviews, achieving a sustained 98% operational accuracy rate and strengthening regulatory adherence. Collaborated with a 25-member cross-functional production team to design and deploy 10+ system integrations, reducing data processing time by 40%. Managed end-to-end vendor file operations and policy conversions, implementation tracking frameworks that increased process accuracy to 95%. Leveraged advanced data analysis and quality validation tools to support 50+ clients, contributing to a 95% client retention rate.