khusboo shah

Escalation Manager

• Job Details:Handle and monitor multiple escalated accounts from initial phase to resolution coordinating with customers and internal key stakeholders. De-escalate the cases after a resolution. Devise and continually improve escalation processes by incorporating insights gained and conduct post escalation review process collaborating with pertinent stakeholders. Work with entire lifecycle of an incident, reviewing major incidents until resolution. Investigate it to identify root causes analysis (RCA) and implement corrective and preventive actions (CAPAs). Provide timely account escalation updates, reports to the global relevant stakeholders. Provide resolution action plans and regular updates whereby setting customers expectations. Take charge of specific escalated accounts and lead them as a project directly with customers to enhance the overall customer satisfaction. Handle service projects (e.g. servicedesk portal) following scrum events with targeted milestones and deliverables. Monitor day to day customer experience and address where bad satisfaction is received.

Service Delivery Manager

• Job Details:Devise and continually improve processes, policies, and standards in co-ordination with all stakeholders in the support work cycle. Oversee day-to-day activities around customer experience and make sure the support tickets are closed with quality. Follow up with the customer in the case of bad satisfaction received. Prepare and monitor periodic KPIs on support activities and customer cases. Analyze the trend, highlight patterns and act for improvement. Also summarize and present data to the audience. Provide timely reports to stakeholders (CS, sales, product management) on activities performed during enrollment of customers with us (e.g. pre-renewal, pre-upsale, post lifecycle etc.). Handle a few service projects (e.g. customer portal, support portal, etc.) following agile. Administer Zendesk (servicedesk) platforms to manage projects, boards, workflows, and proper documentation across all teams.

Sr. Quality Assurance Engineer

• Job Details:Prepare and execute test scenarios, test cases and test scripts (manual and automated). Plan, coordinate and prioritize the testing activities among QA team members. Plan and monitor the progress of project by time, complexity, and resources (acting PM).