ZscalerSupport Opperations Manager
Dec. 2022 - Jul. 2025Responsibilities
Manager, Technical Assistance Center (TAC) (2022 โ 2025)
- Directed escalation management for global enterprise accounts, ensuring SLA compliance and quality resolution.
- Partnered with Customer Success teams to identify adoption gaps and reduce escalations by 20%.
- Designed internal process improvements and reporting dashboards (Tableau, Salesforce) to enhance visibility of customer health.
- Acted as Duty Manager overseeing critical customer situations, strengthening skills in QA, testing, and communication under pressure.