Soham Bose

• Sustain 80% SLA adherence across a 24/7, multi-region queue (APJ, EMEA, NAMER) — resolving semi-technical enterprise cases across phone, chat, and email under constantly fluctuating volume. • Cut Average Time to Resolve (ATTR) by 20% by redesigning case routing, prioritization, and QC protocols across a high-volume, multi-timezone queue. • CSAT jumped 25% after rebuilding the P1/P2 escalation workflow — the fix was clearer ownership handoffs and faster internal routing. • Own escalations start to finish, pulling in engineering and product whenever root cause sits outside my control — cutting the back-and-forth that used to stall high-priority cases. • Mentor incoming reps on troubleshooting and queue management, getting new hires to independent case ownership faster than standard ramp time. • Walk customers through vSphere, vCenter, and vSAN licensing directly, turning one-off fixes into first-contact resolutions and cutting repeat tickets.

• Kept SLA turnaround steady across chat, phone, and email — even during peak-volume surges like holiday sales events — while covering both Indian and North American queues in a 24/7 rotation. • Improved team-wide escalation handling, as measured by faster complex-case resolution, by serving as Subject Matter Expert and coaching teammates on escalation policy and case prioritization. • Recognized with the Customer Obsession Award (Q4 2020), as measured by top-quartile performance and quality metrics, by consistently exceeding CSAT and productivity targets. • Carried a high-volume daily case load across two regions through repeated seasonal peaks — holiday sales, product launches — while holding SLA turnaround steady.

• Ran full-cycle retail operations — procurement, vendor negotiation, and inventory control — for an independent grocery business, leading a team of 5 while directly owning purchasing decisions with zero corporate backup. • Cut operational costs 35% by owning payroll, facility upkeep, and scheduling for a 5-person team — no corporate finance team, no safety net, just budget-to-actual accountability.

• Led a floor and banquet team of 12 through high-profile corporate events and fine-dining service for up to 500 guests at a 5-star international resort, cutting service-delivery costs by 30% while holding guest-facing standards under zero room for error.