Optimizing Customer Success Through Strategic Leadership As a dedicated customer service professional with over seven years of experience, I have built a career centered around delivering exceptional client experiences, optimizing processes, and leading high-performing teams. My expertise lies in customer success, service leadership, and operational efficiency, with a deep understanding of customer needs and industry best practices. In my previous role as a Team Leader for the Onboarding Unit at CoinDCX, I led a team of over 200 agents, overseeing large-scale operations to ensure seamless customer journeys. My leadership approach focuses on data-driven decision-making and continuous improvement, using key performance metrics (OKRs) to enhance First Response Times, Resolution Times, and CSAT scores. By implementing strategic initiatives and leveraging customer service platforms like Zendesk, Sprinklr, and Atlassian, I successfully enhanced overall efficiency and customer satisfaction. Beyond daily operations, I played a crucial role in recruiting and mentoring top talent, fostering a culture of collaboration and excellence. My ability to analyze customer feedback and streamline workflows has consistently contributed to business growth and retention. I thrive in fast-paced environments where I can drive innovation and elevate customer engagement strategies. Currently, I am seeking a leadership role in Customer Success Management or Service Leadership, where I can leverage my expertise to shape customer experiences, optimize support operations, and contribute to long-term business success. I am also committed to professional growth and aspire to transition into a director-level position, where I can drive organizational impact at a larger scale. If you're looking for a results-driven customer success leader or have insights on career opportunities in this space, I’d love to connect and exchange ideas. Let's build better customer experiences together.