Puja Mehta

Background

About Puja Mehta

Results-driven Client Services Manager with over 10 years of experience in escalation management, customer service, and team leadership within cybersecurity and IT service industries. Adept at handling high-priority client escalations, ensuring rapid issue resolution, and driving service improvements to enhance customer satisfaction. Currently managing a 17-member team at Thales, overseeing EMEA-region escalations for encryption, authentication, and HSM solutions. A strategic problem solver with a proven track record of implementing efficient escalation frameworks, collaborating with cross-functional teams, and optimizing operational workflows. Key Expertise: Escalation Management & Resolution – Skilled in identifying root causes, mitigating risks, and implementing proactive solutions to prevent recurring issues. Service Delivery & Client Engagement – Ensuring top-tier service quality through structured escalation handling and strong stakeholder communication. Leadership & Process Optimization – Driving SOP improvements, cross-training teams, and enhancing service efficiency. Key Achievements > Designed and implemented escalation handling SOPs, reducing resolution time by 30% and improving efficiency.> Strengthened cross-functional collaboration between Sales, R&D, and Professional Services, ensuring seamless issue resolution.> Led process automation and service improvements, streamlining workflows and boosting operational performance.> Awarded “Ignite the Spark” and "Customer Champion" recognition for outstanding leadership and multiple appreciation awards from the Sales and Senior Management team. Certified in ITIL V3, Oracle Solaris Administration and Project Management(IIM). Always eager to innovate, improve processes, and contribute to business growth.