FROM THE FRONTLINE
Over the years, I’ve had the opportunity to contribute to a variety of initiatives focused on improving customer satisfaction scores, reducing resolution time, and increasing the probability of meeting SLAs. These projects challenged me to apply both structured methodologies and creative problem-solving — always in collaboration with some truly talented and knowledgeable professionals.
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Here are a few selected highlights that reflect the kind of work I enjoy: data-driven, outcome-focused, and built on continuous improvement.
Right-to-Left (R2L) Service Desk Optimization
Initiative Lead – Process Improvement
To reduce reliance on deskside support, we led a Right-to-Left (R2L) initiative that shifted incident resolution toward help desk and CTS teams. Using business intelligence, we analyzed ticket trends and queue behavior to uncover inefficiencies. Targeted actions like ticket reclassification, queue monitoring, and training improved frontline resolution. With continuous performance reviews, we refined our approach — reducing break-fix incidents from 1.26 to 0.70 per user/year and increasing CTS fix rates from 30% to 87%, significantly boosting service efficiency.
Utilization Measurement
Product Owner
Improved labor productivity by 15% by leading the development and standardization of KPIs and utilization measurement systems for 6,000+ field service engineers across 17 global markets and 10+ business units. Drove end-to-end implementation of a Qlik-based visualization framework, enabling performance visibility, data-driven decisions, and cross-market benchmarking.
Change Management Governance Optimization
Continous Improvement Consultant
We improved the global change success rate from 94% to 99% by replacing a resource-intensive four-eyes review system with a data-driven approach using control charts. This shift enabled us to identify special cause variations, focus attention on genuine failed changes, and eliminate unnecessary manual oversight. Through targeted training and performance feedback, we streamlined approvals and significantly reduced false escalations — strengthening overall change governance and operational efficiency & reducing manual ovrersight.
Time To Resolve
Continous Improvement Consultant
Reduced the Mean Time to Resolve (MTTR) for Best Shore accounts from 322.63 minutes to 270 minutes by collaborating global teams, conducting root cause analyses, streamlining processes, optimizing tools, and enhancing reporting.
Account Satisfaction Score
Continous Improvement Consultant
Improved ASAT score from 3.8 to 4.2 by leading a global service enhancement initiative—analyzed CSAT feedback through affinity grouping, conducted SWOT analyses across service centers, and implemented targeted improvement plans to address key pain points.