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Protected customer accounts and financial transactions while delivering premium service to global card members. Key Impact: ● Investigated complex fraud cases including identity theft, account takeovers, and unauthorized transactions, ensuring fast resolution for customers. ● Managed high-priority customer escalations related to account security, restoring customer confidence. ● Conducted quality assurance reviews on fraud alerts and investigations, maintaining service and compliance standards. ● Identified emerging fraud patterns and contributed to improvements in fraud prevention processes. ● Participated in an AI-driven fraud detection pilot, improving alert detection accuracy and investigation productivity. ● Delivered personalized support to premium card members while balancing fraud risk and customer experience.

Support Operations Scale Managed a customer support team of 8–15 agents handling 1,500+ monthly customer inquiries across email, chat, and social media channels. Key Impact: ● Oversaw daily customer support operations and SLA performance across multiple channels.Implemented workforce scheduling and capacity planning aligned with campaign demand. ● Work closely with the Business Development team and clients to adapt and execute campaigns effectively. ● Use data to innovate and enhance Standard Operating Procedures (SOPs) for continuous campaign optimization. ● Monitored support metrics including CSAT, response time, FCR, and handling time to improve operational performance. ● Introduced a knowledge base and FAQ system reducing inbound support volume by 20%. ● Provided team coaching, mentoring, and performance management to improve productivity and service quality. ● Supervise and coach the Customer Experience and Retention Team to enhance productivity and performance. ● Resolved complex customer escalations involving financial products and campaign disputes. ● Monitored and reported on governance metrics, providing insights and recommendations for continuous improvement. ● Collaborated with cross-functional teams to implement customer-focused solutions, driving business growth and exceeding expectations. ● Analyzed client feedback to develop and implement effective service improvement strategies, fostering strong and meaningful client relationships. ● Conducted quality audits on chatbot workflows and agent responses. ● Oversaw campaign reward fulfillment operations, ensuring accurate delivery to eligible customers. ● Investigated fraudulent claims and minimized operational losses.

Managed end-to-end client onboarding, SaaS account provisioning, and omnichannel incident management for enterprise audio and web collaboration software. Adept at running high-volume ticketing workflows in ServiceNow (Advanced) and driving real-time technical diagnostics for global enterprise SaaS clients. Partnered with Global Account Managers on pre-sales technical discovery and large-scale SaaS product migrations while maintaining strict compliance with dynamic data security standards and consistently exceeding SLA targets. Key Responsibilities: Managed end-to-end client onboarding, SaaS account provisioning, and omnichannel incident management for enterprise audio and web collaboration software. Adept at running high-volume ticketing workflows in ServiceNow (Advanced) and driving real-time technical diagnostics for global enterprise SaaS clients. Partnered with Global Account Managers on pre-sales technical discovery and large-scale SaaS product migrations while maintaining strict compliance with dynamic data security standards and consistently exceeding SLA targets. ● Technical Troubleshooting & Incident Management: Deliver exceptional customer service by executing real-time diagnostics, remote desktop sessions (RC Viewer), and complex troubleshooting for clients globally during live automated web and audio conferences. ● Technical Escalations & Cross-Functional Collaboration: Serve as the team's escalation point-of-contact, overseeing the incident management lifecycle via Salesforce on case management, coordinating with internal global counterparts, and collaborating with Sales on complex technical follow-ups. ● SaaS Account Provisioning & Solution Implementation: Function as an Implementation & Support Consultant, handling end-to-end account provisioning for Web and Audio solutions while actively driving elements of simultaneous new business implementations. ● Project Management & Migration Support: Partner with Global Account Managers and Regional Service Managers to create and maintain comprehensive project plans for large-scale, high-scope client migrations. ● Pre-Sales Discovery: Participate in pre-sales discovery sessions to analyze client infrastructure, gather technical requirements, and align PGi solutions with business needs. ● Compliance & Data Security: Strictly adhere to dynamic client security profiles, privacy protocols, and corporate compliance standards to safeguard sensitive data across SaaS all global support operations. Internal Comprehensive Training ● Security Awareness Fundamentals | S-141 (Cert No. K167144711082015012649OA) ● Advanced User Certification | ServiceNow ● User Certification | Salesforce ● Foreign Corrupt Practices Act (FCPA) Compliance | Corporate Training ● Advanced Audio Troubleshooting & Remote Support | RC Viewer & *0 Systems ● Telephony & Answer Line Key Systems | Technical Training