Teamlead Support at 4PS, Team and Incident Management for 300+ Clients

Managed a dynamic team of five professionals, responsible for handling 25% of incidents reported by a client base exceeding 300 organizations. Key responsibilities included:

• Team Leadership: Oversaw daily operations, provided coaching and mentorship, and ensured the team consistently met performance targets.

• Incident Management: Managed and prioritized incident resolution to meet SLA requirements, ensuring timely and effective communication with clients.

• De-escalation Expertise: Skilled in resolving high-priority escalations to maintain customer satisfaction and service quality.

• Customer Onboarding: Facilitated smooth onboarding for new clients by ensuring proper configuration, training, and support alignment.

• SLA Management: Monitored and enforced SLA compliance to guarantee service excellence.

• Project Leadership: Led internal improvement projects to optimize processes, enhance team collaboration, and drive operational efficiency.

This role combined technical expertise with leadership and customer-centric strategies to deliver exceptional service and maintain long-term client relationships.