Account Management

Associate, Account Management at Sutherland Global Services (November 2023 – February 2024). This role handled the back-office side of client account operations, not direct front-line calls.

The core job was simple: keep every case moving. I coordinated case updates and followed through on client requests consistently. No case sat untouched. No request fell through the cracks. I tracked every service ticket from start to finish, often juggling several open cases at once.

Cross-team communication mattered here too. I kept other departments informed on case status. I flagged anything at risk of missing a deadline. I made sure client-facing teams always had accurate information to share. This role built strong systems-thinking: back-office accuracy protects the customer experience, even when the back-office team never talks to the customer directly.