Feb 2026 – Present · 2 mos

Oct 2023 – Mar 2026 · 2 yrs 5 mos

• Leads a 35-member multi-geo operation overseeing voice, chat, and email support for Adobe InDesign, Illustrator, and Creative Cloud.
• Drives governance for CSAT, AHT, RFT, productivity, and partner performance across in-house and Teleperformance teams.
• Monitored performance of deployed analytical and ML models, validating outcomes against business expectations and refining algorithms to sustain accuracy, relevance, and operational value.
• Oversees process standardization, partner alignment, and operational governance across multi-geo teams.
• Developed and maintained interactive analytical dashboards and automated reporting solutions using Power BI and SSRS, enabling leadership teams to monitor KPIs and make data-driven strategic decisions in real time.
• Monitored performance of deployed analytical and ML models, validating outcomes against business expectations and refining algorithms to sustain accuracy, relevance, and operational value.
• Conducts weekly and monthly business reviews, delivering KPI progress and CX insights to senior leadership.
• Implements process improvement, automation, and Gen-AI workflows, reducing wrap time and improving reporting visibility.

Jan 2022 – Oct 2023 · 1 yr 9 mos

• Leveraged data mining and pattern recognition techniques to analyse large multi-region datasets exceeding 6,000 cases per month, identifying usage behaviours, recurring issues, and predictive indicators to support strategic decision-making.
• Partnered with engineering and product analytics teams to triage and prioritise high-impact anomalies, applying diagnostic modelling to resolve over 15 systemic data-driven issues, improving digital product stability and user experience metrics.
• Applied data mining, advanced analytics, and statistical modelling techniques to uncover hidden patterns, forecast trends, and provide actionable insights for business optimisation across multiple departments.
• Enabled data-driven operational readiness by developing insight-driven training assets, forecasting support demand trends, and aligning capability plans with predictive analytics.
• Led multi-region support handling 6,000 plus monthly cases across Design apps.
• Collaborated with Engineering on 15 plus high-impact defects, improving product stability.
• Managed Catalyst Project, developing training modules and improving onboarding efficiency.
• Launched Power BI CX Visibility Dashboards improving KPI tracking by 40 percent.
• Enhanced escalation and QA processes, improving resolution time and compliance.

Feb 2020 – Dec 2021 · 1 yr 10 mos

• Applied predictive analytics and pattern modelling techniques to analyse high-volume system usage trends, proactively identifying issue-prone workflows and improving solution accuracy across design applications.
• Collaborated with engineering and data teams to execute data-driven root cause analysis (RCA) and algorithmic triage of technical anomalies, contributing to timely resolution of critical defects and product performance enhancements.
• Designed and automated over 50 knowledge-based decision trees and diagnostic workflows, leveraging rule-based logic and early machine-assisted reasoning to reduce recurring operational issues and enhance solution accuracy.
• Delivered technical data literacy and analytics training to cross-functional teams, improving adoption of BI tools, interpretation of product health metrics, and application of data insights in operational decisions.
• Managed in-house support for InDesign and Illustrator maintaining FCR over 85 percent.
• Partnered with Engineering for bug triage and RCA discussions driving critical fixes.
• Drove technical readiness during feature rollouts and product

Feb 2018 – Feb 2020 · 2 yrs

• Resolved complex escalations while maintaining CSAT above 80 percent for three years.
• Utilised data-driven diagnostics to redesign analytical workflows, improving system stability and reducing the frequency of support interventions through predictive detection of recurring patterns.
• Enhanced anomaly identification frameworks by working closely with quality and engineering stakeholders, resulting in improved diagnostic precision and smarter defect prioritisation.
• Developed reusable analytical templates and automated SOP models, reducing processing time and ensuring more consistent and efficient delivery of insights across operational functions.
• Redesigned troubleshooting workflows improving product stability and reducing contacts.
• Improved diagnostic accuracy through collaboration with Quality teams.
• Handled priority escalations and RCA documentation

Oct 2015 – Feb 2018 · 2 yrs 4 mos

• Contributed to analytical readiness reviews during beta testing and release cycles by validating key data indicators, monitoring performance metrics, and ensuring insight availability for new feature launches.
• Designed and delivered data literacy and analytics enablement programs that improved capability uplift and reduced learning curves by ~20%, accelerating operational adoption of new analytical tools and processes.
• Drove technical readiness and analytical skill development initiatives that empowered cross-functional teams to independently leverage data models, dashboards, and decision intelligence systems.
• Participated in beta testing and release readiness cycles.
• Delivered enablement training reducing ramp-up time by 20 percent.
• Built knowledge base articles improving troubleshooting consistency.
• Supported incident reporting and analysis for recurring issues.
• Enabled skill development and technical readiness across the team.