Ankitha MT

July 2023 – Current.

• Managed escalated customer issues to ensure timely resolutions and satisfaction.
• Collaborated with cross-functional teams to address complex service failures effectively.
• Developed and implemented escalation processes to improve operational efficiency.
• Trained and mentored team members on best practices for handling escalations.
• Analyzed customer feedback to identify trends and areas for improvement.
• Documented escalation cases and maintained accurate records for future reference.
• Analyzed customer feedback and identified areas of improvement in the escalation process.

Nov 2015 – July 2023 - Team Lead, Client Support Operations.

• Handle the daily operations of a team handling customer calls with queries to register tickets on issues with enterprise devices.
• Developing monthly employee scorecards.
• Monitoring quality and ensuring compliance.
• Participating in new employee hiring.
• Engaging in people management and ERG activities.
• Implementing process improvements, and conducting training.
• Managing escalations effectively.
• Overseeing specific processes, such as DOA and trade processes, in SAP tools.