The Story of Nilay Sule" – A Masterclass in Experience "I've always believed that my career is not just a series of roles, but a story of building, scaling, and transforming customer experiences. Let me take you on that journey." Chapter 1 – The Beginning: Foundations of Service Excellence Back in 2003, I stepped into the world of operations at Sutherland Global as a young man, eager to understand the art of customer service at scale. Those were formative years where I learned to orchestrate complex operations across NAM, APAC, and EMEA. I introduced update-dissemination processes that streamlined communication across regions, and I'm particularly proud of improving first-contact resolution by 28%. That experience taught me something fundamental that would guide my entire career: every customer interaction has the potential to either build or break trust. It was there that I began my lifelong mission of making every customer interaction count. Chapter 2 – C...