Led a team of 4 members delivering solutions and service to customers and ensured positive customer experience by achieving above 98% SLA targets.
Single point of contact for business and product teams in Europe; regular interaction on business issues and change requests (CRs) through weekly calls and Salesforce.com.
Collaborated with customers and stakeholders to gather business requirements and assess CRs.
Developed insights and optimized business processes to improve service delivery effectiveness by analyzing key operational metrics.
Assisted the project manager in monitoring service delivery progress by generating weekly reports to provide status updates.
