Hyderabad, Telangana, India
I'm a client-focused professional with 5+ years of experience managing complex, high-value client relationships and driving operational improvements in a global environment. At ADP, I've progressed from managing 32 enterprise accounts across 16 countries to acting as team SME and de facto team lead — stabilizing escalated accounts, mentoring colleagues, and deputizing for management. Along the way, the work has been recognised with multiple internal awards — including two Brainiac Awards and the Iron Pillar Award — for contributions to client stability, operational efficiency, and team enablement. What I enjoy most is the intersection of client relationships and operational problem-solving — being the person clients trust, while also fixing the systems and processes that make that trust possible.
Expanded beyond client management into a team SME and acting team lead role — serving as the primary escalation point for colleague queries, deputizing for my manager, and taking ownership of stabilizing high-priority client accounts. Nominated to a global leadership workshop; identified 10+ process improvement opportunities projected to cut processing time by 20% per account — impacting 200+ team members across multiple regions Redesigned a core onboarding workbook, reducing review fields from 155 to 54 — streamlining implementation-to-service handovers Partnered with product and technology teams on a platform transformation initiative — identifying gaps, recommending enhancements, and conducting user testing
Managed a portfolio of 32 enterprise accounts across 16 countries, serving as account lead for 4 multinational clients and coordinating with global teams across EMEA, APAC, and LATAM. Analysed 15,000+ support tickets to identify recurring issues — drove a 55% reduction in unresolved aging tickets Oversaw go-live readiness for 50+ client accounts quarterly, achieving a ~70% reduction in post-onboarding escalations Designed and delivered onboarding training for ~100 new team members across platform navigation, workflows, and escalation procedures