With over 10 years of experience in customer service operations, including leading a 30+ member team for Schengen visa processing across the GCC, I bring strong operational discipline, KPI ownership, and escalation management expertise.
In my role as Subject Matter Expert at Hexaware Technologies (VFS Global project), I was responsible for performance monitoring, structured coaching, regulatory compliance oversight, and managing high-sensitivity escalations. I consistently drove SLA adherence and service quality while mentoring teams to deliver efficient and compliant customer experiences.
My experience in real estate advisory has further strengthened my stakeholder management, negotiation, and structured client engagement skills - competencies that align closely with contact center leadership requirements such as customer retention, service recovery, and performance tracking.More...