Senior Customer Experience & Operations Leader

Shifali

Senior Customer Executive Client Operations Specialist

[224-***-****] ️ [****************@*****.***] [500 W Rand Rd Apt B107 Apt 5B107 Arlington Heights ILLINOIS United States 60004]

Professional Summary

Dedicated Customer Experience Specialist with 9+ years of experience in client relationship management, issue resolution, and operational support. Proven expertise in SAP tools, high volume case handling, mentoring teams, and ensuring strict SLA adherence. Strong communicator with a track record of improving customer satisfaction, optimizing processes, and supporting logistics operations.

Core Competencies

Client & Stakeholder Management

Performance Reporting & MIS

Technical & Application Support

Ticket Lifecycle Management

Root Cause Analysis & Problem Solving

Process Optimization

Training & Knowledge Management

Team Collaboration & Operational Support

SLA & KPI Governance

Professional Experience

Senior Customer Executive

Concentrix Services India Pvt Ltd August 2015 – March 2025

Ensure consistent SLA adherence and maintain high standards of quality across assigned processes.

Prepare and present structured MIS reports highlighting performance trends and operational insights.

Act as a key participant in client governance calls, providing updates and action plans

Handle complex technical issues and provide effective application support within defined timelines.

Collaborate with cross-functional teams to ensure seamless service delivery.

Drive process improvements by identifying gaps and implementing corrective actions.

Lead knowledge transition initiatives ensuring smooth task migration and operational stability.

Deliver consistent performance recognized through multiple Best Employee awards.

Leadership & Training Experience

Conduct structured onboarding and refresher training sessions for new and existing team members.

Deliver client-facing training ensuring accurate and effective knowledge transfer.

Mentor junior associates to enhance performance consistency and service quality.

Support leadership in reporting, coordination, and operational planning activities.

Tools & Systems

SAP • Ticketing Platforms • MS Excel • Reporting Dashboards • Client Communication Tools

Additional Experience

Certified makeup and hair artist, mentor, and freelancer with 5 years' experience working with clients.

Education

Bachelor of Engineering in Electronics and Communication – ACS Engineering College, Bangalore,India.

Pre-University College – Sheshadripuram main College, Bangalore,India.

Additional Information

Languages: I am fluent in both English and Kannada, and proficient in Hindi.

Interests: Professional makeup artistry and hairstyling, fitness-oriented lifestyle, advocacy for nutritious eating habits, music and stage performance.

Personal Details

Date of Birth: 09 November 1992

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