Madhumala Singh
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Karnataka, India
Contact Madhumala regarding:
work
Full-time jobs
Starting at
USD2/hour
Flexible work
Starting at
USD4/hour
Résumé
Jobs
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Finance Operations Team LeadPapaya GlobalOct 2022 - Current (3 years 7 months)• Led a high-performing customer service team of 20, delivering training, coaching, and ongoing support to enhance performance, ensure service excellence, and drive employee development in a dynamic startup environment. • Developed and implemented customer service policies and procedures, resulting in improved service quality, faster resolution rates, and consistent customer experience across all touchpoints. • Monitored key customer service metrics (e.g., response time, CSAT, resolution rates) to identify performance trends, manage escalations, and implement continuous improvement initiatives. • Collaborated with cross-functional teams (Sales, Marketing, Product, HR) to resolve complex issues, improve workflows, and execute initiatives- Team LeadAccenture Solutions Pvt LtdSep 2019 - Aug 2022 (3 years)• Managed a 25-member global support team across APJ, APAC, EMEA, and US regions, ensuring seamless multi-shift operations, accurate order management, contract renewals, and timely resolution of escalations for high-value global accounts. • Implemented process improvements that optimized order processing, reduced delivery time, and enhanced overall customer satisfaction by efficiently handling complex issues and driving service excellence. Additionally, utilized Salesforce CRM to handle customer queries and cases, further streamlining communication and support processes, which contributed to improved service delivery and client satisfaction.
- Process SpecialistInfosysApr 2017 - Sep 2017 (6 months)• Managed end-to-end order fulfilment processes, coordinating with cross-functional teams to ensure timely and accurate product deliveries aligned with customer expectations. • Handled customer service escalations within defined SLAs and utilized CRM tools like Oracle R12 to track order status, resolve issues efficiently, and maintain clear communication with customers. Additionally, leveraged skills in sales, account management, and lead management to handle specific accounts and locations, ensuring that all process requirements were met comprehensively and effectively.
- RCustomer Service and Support AnalystRandstad IndiaJan 2016 - Apr 2017 (1 year 4 months)• Provided multi-channel customer support (live chat, phone, email), assisting with order inquiries, processing requests, and resolving issues to ensure high customer satisfaction. • Managed escalations and supported order fulfilment, collaborating with internal teams to resolve critical issues and ensure timely, SLA-compliant deliveries. Additionally, utilized skills in sales and account management to handle specific accounts and locations, overseeing the end-to-end process and requirements, which contributed to a more streamlined customer experience and enhanced service delivery.
- XWarranty AdministratorXchanging Technology ServicesAug 2014 - Jan 2016 (1 year 6 months)• Managed warranty claims and settlements in alignment with SLAs, collaborating with reinsurers to ensure timely payment processing and prevent policy cancellations.
- PractitionerIBM DakshJul 2012 - Jun 2014 (2 years)• Managed end-to-end customer orders and complaint resolution, while training team members on process updates and service best practices to ensure consistent, high-quality customer support.
- XAssociateXchanging Technology ServicesDec 2010 - Apr 2012 (1 year 5 months)• Worked in the Technical Accounting team to settle warranty claims and process urgent payments.
Education
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- Bachelor of Computer ApplicationsSikkim Manipal UniversityJun 2005 - May 2009 (4 years)