Madhu Suhan
Hyderabad
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Customer Service Representative/ SME
DAZN SOFTWARE PVT LTD
11.2023 - 04.2025
- Handle 40+ Chats including signing up new customers, presenting relevant product information, and canceling services
- Working on Zendesk, SALESFORCE\Jira
- Working as a SME to the team
- Lead and supervise a team of 15 customer service representatives, ensuring that KPIs and SLAs are consistently met
- Monitor team performance, provide real-time coaching, and conduct one-on-one feedback sessions to improve individual and team outcomes
- Escalating the issues as per the tools mentioned
Sr. Associate Account Management
Sutherland Global Services Pvt Ltd.
09.2022 - 11.2023
- Company Overview: (Netflix process)
- Handle 60+ calls daily, with duties including signing up new customers, presenting relevant product information, and canceling services
- Resolve and/or troubleshoot all issues related to Client Services and provide complete solutions to enhance Client Satisfaction
- Maintaining AHT, CSAT as per the Target
- Supporting for the International customers
- Resolving the customer issues by using the right tools\ methods
- Helping the customer for the Sign-up process
- Escalating the issues as per the tools mentioned
- Providing proactive customer outreach and escalating the request if required
- Consistently earned 'above average' or 'excellent' on-call quality evaluations
- (Netflix process)
Executive - Service Sales
Kone Elevator India pvt ltd
04.2019 - 08.2020
- Contract Processing at branch, sending enablers to shared service center
- Updating of contracts in CRM
- Creating new account in CRM with customer details
- Modifying customer details in CRM as per customer request
- AMC proposals generation from system (CRM)
- Closing AMC contract in CRM along with price
- Working on Microsoft Outlook
- Checking any outstanding amount in SAP with codes
- CO-Ordinating with finance team during audit of AMC documents
- Resolving queries raised by shared service team for contract closing
SALES -Support (BACK-END)
Kone Elevator India pvt ltd
03.2016 - 03.2019
- Company Overview: (As a RANDSTAD INDIA PVT LTD)
- Updating of contracts in CRM
- Creating new account in CRM with customer details
- AMC proposals generation from system (CRM)
- Closing AMC contract in CRM along with price
- Working on SAP ( VA43,FVL5N, SBWP)
- Working on Microsoft Outlook
- Checking any outstanding amount in SAP with codes
- CO-Ordination with finance team during audit of AMC documents
- Resolving queries raised by shared service team for contract closing
- (As a RANDSTAD INDIA PVT LTD)
Education
Bachelor of Commerce - Computers
Osmania University
01.2010
Skills
- Zendesk
- MS-Office
- Quality Audit
- Feedbacks
- Scheduling
- Product Training
- Product knowledge
Languages
English
Upper intermediate (B2)
Hindi
Upper intermediate (B2)
Telugu
Advanced (C1)
Timeline
Customer Service Representative/ SME
DAZN SOFTWARE PVT LTD
11.2023 - 04.2025
Sr. Associate Account Management
Sutherland Global Services Pvt Ltd.
09.2022 - 11.2023
Executive - Service Sales
Kone Elevator India pvt ltd
04.2019 - 08.2020
SALES -Support (BACK-END)
Kone Elevator India pvt ltd
03.2016 - 03.2019
Bachelor of Commerce - Computers
Osmania University
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