Senior Manager
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Classification* Reviewed, categorized, and labeled customer escalation data, support case details, and operational issue trends within enterprise SaaS environments to help identify recurring pain points, severity patterns, workflow gaps, and product-impact themes for Voice of the Customer (VoC) reporting and operational analysis. * Annotated and structured unorganized technical and customer-facing information into standardized formats for executive reporting, escalation tracking, dashboard development, and knowledge management initiatives using platforms such as Jira, Confluence, Salesforce, Slack, and SharePoint. * Performed quality review and validation of AI-generated summaries, classifications, and written outputs by checking for contextual accuracy, proper categorization, tone consistency, duplicate content, incomplete information, and alignment with business requirements. * Refined and evaluated prompt-response outputs for generative AI workflows by identifying inaccurate labeling, ambiguous context interpretation, and inconsistent formatting, then iteratively improving prompts to increase precision and reliability of generated results. * Organized and tagged operational and customer support data based on issue type, urgency, customer impact, root cause category, product area, escalation level, and resolution status to improve reporting visibility and workflow prioritization. * Conducted sentiment and contextual analysis of customer communications and escalation narratives to help identify customer frustration themes, operational bottlenecks, product concerns, and business-impact trends requiring cross-functional attention. * Supported AI-assisted workflow and automation concepts by mapping field-level data structures, naming conventions, escalation classifications, and reporting taxonomies to improve data consistency and downstream reporting accuracy. * Worked extensively with structured and unstructured data sources, transforming raw notes, technical discussions, support communications, and operational updates into labeled, searchable, and reusable documentation for operational intelligence and customer experience initiatives. * Applied attention to detail and consistency standards when reviewing large volumes of written content to ensure accurate classification, proper metadata tagging, clean formatting, and high-quality outputs suitable for reporting, operational workflows, and AI-assisted business processes.