Learning Up-to-Date Technology
Madhan G
Process Excellence and Design Planning Customer Experience
Bengaluru
Summary
Experienced customer service leader skilled in managing large teams and enhancing customer experience with a focus on NPS and CSAT. Proven expertise in chat BOT development, live chat support, and effective training.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Assistant Manager -Process Excellence
Razorpay Pvt Ltd
11.2020 - Current
- AI-Based Merchant Chatbot: Deployed no-code solution reducing daily chats from 1300 to 600 (46% decrease).
- Knowledge Base Bot: Enhanced agent accuracy, raising quality score from 75% to 90% and improving merchant experience.
- One-Screen Agent View: Collaborate with teams to create single-screen view of merchant details
- Ameyo Click-to-Call Integration: Manage integration and deployment of Ameyo click-to-call process
- Freshchat Operations: Oversee and optimize Freshchat functionalities
- Live Chat Operations: Supervise and improve live chat operations.
- Project Management: Lead projects to achieve specific goals and ensure timely completion.
Team Leader
Swiggy
05.2018 - 05.2020
- Led a team of 30 customer support agents focused on chat, and helped create and improve Swiggy's chatbot in its early stages.
- Coordinated between customer support, product development, and other teams to improve the customer experience.
Team Leader
Aegis Ltd.
09.2016 - 05.2018
- Managed Jio inbound process operations, including monitoring team members' performance, developing team strategies, participating in all trainings and meetings, and performing additional duties assigned by managers.
- Worked closely with clients to address daily issues and find effective solutions.
Team Leader
Act Fibernet Pvt Ltd
12.2015 - 8 2016
- Led a team of over 20 members, set clear goals, assigned tasks, oversaw daily operations, monitored performance, provided training, and recognized top performers.
- Managed peak hour volumes by setting up Level 2 (L2) and Level 3 (L3) desks for quick issue escalation.
Team Leader
ANI Technologies Pvt Ltd
07.2013 - 11.2015
- Led team of over 40 members, managing call volume during peak hours and overseeing critical queues for Old Food and Ola Cabs.
- Conducted weekly training, daily briefings, daily call audits, and regular KPI and KRA discussions to achieve targets.
Education
B.Com -
Vishwa Bharatiya Vidya Parishad
06.2014 - 06.2016
P.U.C -
Yediyur Government College
06.2010 - 05.2013
SSLC -
Oxford High School
06.2006 - 03.2007
Skills
M S Office (MSWord, MS Excel, PowerPoint)
Well coordinating team player and efficient in leading/handling tasks
Self-motivated and able to motivate others
Good decision-making ability
Flexible to work in changing environment
Positive attitude
Able to work under pressure
Certification
KPMG - Lean Six Sigma Green Belt
Interests
Chatbots and Generative AI
Watching Travel Vlogs
Traveling
Designing on Figma
Timeline
Assistant Manager -Process Excellence
Razorpay Pvt Ltd
11.2020 - Current
Team Leader
Swiggy
05.2018 - 05.2020
Team Leader
Aegis Ltd.
09.2016 - 05.2018
Team Leader
Act Fibernet Pvt Ltd
12.2015 - 8 2016
B.Com -
Vishwa Bharatiya Vidya Parishad
06.2014 - 06.2016
Team Leader
ANI Technologies Pvt Ltd
07.2013 - 11.2015
P.U.C -
Yediyur Government College
06.2010 - 05.2013
SSLC -
Oxford High School
06.2006 - 03.2007
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