Esha Saini

• Spearheaded enablement of Premium Business Suite, enhancing service delivery capabilities.
• Drove improvements in service quality through interim coaching processes and case quality assessments.
• Designed Blueprint Competency and Coaching templates, ensuring consistent feedback for skill development.
• Led action planning for Employee Voice Survey to enhance team engagement and sentiment.
• Championed innovative rewards and recognition programs, embedding equity in acknowledgment processes.
• Played a key role in Customer Innovation Accelerator initiatives, fostering ideation and process automation.
• Advocated for internal knowledge centralization, ensuring accessible AI-friendly resources for global teams.
• Contributed to HERStory and DIBs initiatives, promoting women’s leadership and inclusive hiring practices.

• Developed strategic plans to enhance operational efficiency and optimize resource allocation.
• Facilitated team meetings to align project goals and strengthen collaboration.

Onboarded and managed Member Support teams, ensuring seamless transitions for new hires.

• Maintained high engagement during critical phases, such as ARR and EVS.

Delivered consistent performance across key metrics, prioritizing member-first service delivery.

• Championed rewards and recognition programs, promoting initiatives like 'Team Superstar.'

Designed onboarding resources, enabling new managers to ramp up rapidly.

• Achieved operational excellence while managing high-volume queues effectively.

• Managed a team of 100-110 FTEs, ensuring operational efficiency and high performance.
• Oversaw client management, maintaining strong relationships and communication.
• Forecasted and planned resources to meet operational demands effectively.
• Directed daily operations, driving adherence to schedules and business metrics.
• Analyzed SLA performance, generating reports on missed targets for improvement.
• Implemented continuous improvement initiatives to enhance team metrics.
• Created dashboards and scorecards for team performance reviews.
• Conducted weekly management reviews on key deliverables and team progress.

• Took full ownership of driving process knowledge within the team.
• Monitored floor performance, reporting trends and analytics on key metrics.
• Enhanced quality and client references by addressing systemic root causes through quality management systems.
• Conducted call monitoring, ticket checks, and call calibrations to meet targets.
• Engaged with transitions, training, and reporting teams for effective collaboration.
• Managed ticket SLAs and incident management while demonstrating problem-solving skills.
• Provided coaching and feedback to agents and service representatives for performance improvement.
• Analyzed data for thorough root cause analysis and generated performance reports.

• Ensured adherence to P1, P2, and P3 SLA for ticket resolution & coordinated with resolver teams to obtain ETAs for pending tickets.
• Conducted monthly calls with SDMs and process owners to track breaching incidents.
• Monitored IMAC requests in daily queue, ensuring timely resolution of bounce-back tickets.
• Calculated email turnaround time and ticket statuses, providing hourly reports to the team.
• Managed ticket dispatch in LIFO order and optimized queue management practices.
• Reviewed service performance daily with helpdesk and desktop engineers.

• Enhanced customer satisfaction through effective relationship management.
• Clarified customer queries regarding services and products offered.
• Handled second-level technical troubleshooting calls for application and connection issues.
• Escalated faults and documented incidents using Fault Management System.
• Conducted troubleshooting on networking issues across Windows and Apple Macintosh platforms.
• Provided feedback for knowledge base updates to improve service efficiency.

• Analyzed technical issues to identify root causes and implement solutions.
• Contributed innovative ideas as an effective team member, enhancing collaboration across departments.
• Communicated effectively with stakeholders, clarifying expectations and requirements.
• Understood service desk responsibilities and service level agreements in detail.
• Ensured delivery of high-quality customer service, maintaining strong client relationships.
• Demonstrated excellent time management and organizational skills to prioritize tasks efficiently.