Customer Success Manager

Managed 300+ monthly customer escalations across APAC, EMEA, and North America, achieving 99% resolution accuracy and 100% SLA adherence while maintaining high CSAT.

Resolved high-priority safety and trust escalations involving fraud, policy violations, and service recovery. Partnered with Trust & Safety, Legal, Compliance, and Risk teams to manage sensitive incidents and deliver customer-first resolutions.

Improved case lifecycle efficiency by 30% through Salesforce automation and streamlined support workflows. Reduced repeat escalations to below 2% using root cause analysis, workflow redesign, and proactive issue prevention.

Resolved daily customer service and travel-related escalations with a focus on first-contact resolution and customer satisfaction.

Reduced average handling time by 50% by building workflow automations and structured communication templates. Coordinated customer claims and service requests across multiple regions and stakeholders.

Cleared 80% of operational backlog through process tracking, workload redistribution, and escalation management.

Investigated high-volume financial disputes and customer claims while ensuring compliance and risk mitigation standards.

Identified fraud indicators in a significant share of cases and strengthened fraud prevention workflows. Reduced follow-up turnaround time through operational improvements and case management optimization.

Managed sensitive customer interactions involving chargebacks, disputes, and financial escalations with a customer-first approach.

Managed high-volume banking service requests while maintaining compliance and operational accuracy.

Reduced customer wait time through process redesign and workflow improvement initiatives. Achieved strong CSAT performance during internal quality and audit reviews.

Supported operational efficiency and customer issue resolution in a customer-facing environment.

Resolved telecom customer escalations while maintaining strong service standards and operational efficiency.

Achieved zero backlog during audit periods through effective queue management and prioritization. Improved internal knowledge base documentation, reducing turnaround time for customer issue resolution.

Delivered consistent, high-quality customer support in a high-volume contact center environment.

Managed end-to-end hospitality operations, including customer experience, service delivery, vendor coordination, and issue resolution.

Oversaw operational workflows, customer escalations, and financial tracking processes. Applied customer success and operational management expertise to improve service standards and guest satisfaction.

Independently managed business operations, vendor relationships, and cross-functional process coordination.

Master of Business Administration in International Business.

Bachelor's degree in Commerce with a focus on Marketing.