Long-Term Client Delivery & SLA Management (UK Client)

Kept service on track for four years with 96 to 98% SLA adherence, zero major breaches, and 25 to 35% less rework.

Supported and coordinated a long-term client engagement under a multi-year SLA for a UK-based customer service organization. Managed high-volume customer queries and issue resolution within strict SLA timelines, ensuring consistent quality, operational continuity and client satisfaction over an extended period.

• Maintaining consistent SLA compliance across fluctuating workloads and team capacity.
• Detecting and resolving recurring quality gaps, bottlenecks and rework early.
• Providing senior leadership with transparent, data-driven visibility into performance.
• Sustaining service quality and operational continuity over years without degradation.

• Monitored delivery across 8 service processes, allocating tasks by priority and workload.
• Conducted regular quality audits via random sampling and compliance checks.
• Built performance dashboards in Google Looker Studio plus detailed reports in Sheets and Docs.
• Led weekly performance reviews and presented metrics and progress to senior management.
• Delivered targeted training to close quality gaps and SLA misses.
• Drove continuous improvement through updated process documentation and corrective actions.

• Achieved sustained high SLA compliance and quality standards throughout the multi-year engagement.
• Strengthened client confidence and internal operational maturity.
• Early issue detection via dashboards and audits reduced rework and prevented escalations.