Naeem W.
Senior Manager - Global Customer Operations @Expedia Group
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WORK HISTORY
Senior Manager - Global Customer Operations @Expedia Group
Founded and now oversee a top-tier team of specialists in Global Escalation Operations across three locations: the US, India, and LATAM-Support a network of 6,500 agents in 14 external contact centers worldwide-Built the department from the ground up, implementing innovative processes and technologies to enhance operational efficiency and customer experience.
EDUCATION
Sitel University
Manager Accreditation and Certification, Business Managment
Knowledge Academy
Lean Six Sigma
ABOUT NAEEM W.
Leading Expedia Group\'s Global Customer Operations, my dedication to operational excellence and customer satisfaction is reflected in the successful creation of a robust department from scratch. Our pioneering processes, data-driven decision-making, and AI-driven optimizations have enhanced efficiency and elevated the customer experience.With expertise in Global Customer Operations, Data Analytics, and Crisis & Escalation Management, I’ve built and led a department of specialists while empowering a global network of 6,500 agents. My leadership is defined by scalable solutions, strategic problem-solving, and leveraging technology to drive performance ensuring seamless issue resolution, operational resilience, and minimal business impact during crises
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