With 19 years of experience in the industry, I have developed a diverse skill set working in roles such as Technical Support Officer, Analyst – Quality, Team Leader, Bench and Escalation Manager. My career has allowed me to build expertise in providing technical support, ensuring quality standards, and leading teams to consistently meet performance goals. As a Bench Manager, I have successfully overseen resource allocation and ensured efficient utilization of team members, optimizing staffing levels based on project needs and business requirements. In my role as a Client Escalation Manager, I was responsible for handling high-priority client escalations, resolving complex issues, and ensuring swift, effective resolutions to maintain strong client relationships and high customer satisfaction. I have consistently demonstrated the ability to manage and mitigate client concerns, providing timely solutions and maintaining trust. 

Key Skills

Client Relationship Management
Leadership
Operations
ITIL
Stakeholder Relationship Management

Professional Experience

Nov 2023
Jan 2025
Escalation Manager Service Desk
Mphasis Pune, IN
  • Escalation Management: Led the escalation management process for client and internal issues, ensuring timely resolution and clear communication with all stakeholders.
  • Client Management: Served as the main point of contact for key client accounts, building strong relationships and addressing their needs and concerns in a proactive manner.
  • Collaboration: Worked closely with cross-functional teams to identify root causes of escalations and implement solutions to prevent future issues.
  • Decision Making: Made critical decisions under pressure to prioritize and escalate issues that required immediate attention, balancing the needs of the client with company resources and capabilities.
  • Continuous Improvement: Implemented process improvements based on feedback from escalations, leading to increased client satisfaction and reduced escalations over time.
Mar 2019
Dec 2023
Assistant Manager
Mphasis Pune, IN
  • Resource alignment: Managed Europe cluster consistently aligning team members internally with appropriate tasks and projects, based on their skills and strengths to maximize efficiency and productivity. 
  •  Forecast & fulfillment: Collaborated with Delivery managers and team leads to identify staffing needs and align resources accordingly 
  •  Stakeholder Management: Built and maintained strong relationships with key stakeholders including vendors and internal teams, effectively communicating project requirements and progress updates to ensure alignment with stakeholder expectations. 
May 2014
Apr 2019
Team Leader- Service Desk
Mphasis Pune, IN
  • Leadership: Led a team of 15 service desk representatives, providing guidance and direction to ensure high-quality service delivery.
  • Performance Management: Monitored team performance metrics, identifying areas for improvement and implementing strategies to increase efficiency and productivity.
  • People Management: Conducted regular one-on-one meetings with team members to provide feedback, support professional development, and address any performance issues.
  • Training and Development: Developed training programs for new team members and organized ongoing training sessions to improve the team's technical skills and customer service abilities.
Nov 2010
Jun 2014
Analyst – Quality
Mphasis Pune, IN
  • Performed quality audits on a regular basis to ensure compliance with company standards and client requirements
  • Identified areas for improvement in processes and procedures, and implemented solutions to enhance overall quality performance
  • Analyzed data and metrics to track quality performance and identify trends or patterns that could impact the business
  • Collaborated with cross-functional teams to develop and implement continuous improvement initiatives to drive quality excellence
  • Provided training and support to team members on quality standards, audit processes, and best practices to ensure consistent quality performance
Oct 2005
Dec 2010
IT Technical Support Officer
Mphasis Pune, IN
  • Provided technical support to end users by diagnosing and resolving technical issues related to hardware, software, and network connectivity
  • Utilized problem diagnosis and troubleshooting skills to identify root causes of issues and implement effective solutions
  • Collaborated with other IT departments and external vendors to escalate and resolve complex technical problems
  • Managed and maintained inventory of IT equipment and software licenses to ensure compliance with company policies and procedures
  • Provided training and guidance to end users on best practices for IT support and troubleshooting to improve overall system performance

Education

Mar 2001
Mar 2004
Graduate in RamNarayan Ruia
Mumbai

Certifications

2004
DIPLOMA IN HUMAN RESOURCE MANAGEMENT
Welingkar Institut

Languages

English
(Fluent)
Marathi
(Native)
Hindi
(Fluent)

Get in touch with Meera