I am a senior customer operations and escalation management professional with 18+ years of experience, including 9+ years handling executive-level escalations in global SaaS and e-commerce environments.
I specialize in owning complex, high-impact customer issues end-to-end?partnering with product, engineering, QA, and leadership teams to drive service recovery, uncover root causes, and improve long-term customer experience.
Beyond escalations, I bring strong expertise in SaaS configuration, technical support, training delivery, process improvement, and performance reporting. I?m known for my calm, structured approach to high-pressure situations, clear executive communication, and passion for mentoring teams.
Key strengths:
? Executive Escalation Management
? Customer Advocacy & Account Ownership
? SaaS & Technical Support
? Root Cause Analysis & Process Improvement
? Training, Coaching & Enablement
Verified
