Madhura Kulkarni
Bangalore
Summary
Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Demonstrated ability to enhance efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions that resulted in positive organizational changes.
Overview
13
13
years of professional experience
Work History
Customer Success Manager (IT)
Sapience Analytics Pvt .Ltd.
Bangalore
01.2022 - 04.2025
- Build and maintain strong trusted relationship with stakeholders of assigned accounts
- Conduct quarterly business reviews with C-level executives, influencing decision making process and alignment of our services with their strategies
- Collaborate with product and support teams by providing constructive customer feedback
- Create reports for customers using internal business intelligence tool
- Implemented internal project to create all documents repository at one place and automated demo on product UI - using AppLearn
Specialist-Business Analyst (IT)
Jamocha Tech. Pvt .Ltd.
01.2019 - 01.2021
- Managing different mid-size/enterprise accounts end-to-end
- Complete in-charge of Virtual Relationship Management (Pro-Assist) process
- Compile requirements from existing customers
- Gather requirements – work with SME for resolutions, create SOPs, process maps, etc
- Demonstrate modules to new/ prospective customers
- Analyze the data and provide reports to improvise on the performance of customers
Business Analyst (IT)
Source One Management (on contract with IBM)
01.2018 - 01.2019
- Primary analysis of project based on three functions such as End to End, Business Process Modular and Data Thread Architect
- Preparing scenario-based sequence flow diagram for understanding of flow of project
- Preparing issue log, data dictionary, context diagram, interface matrix for presenting project analysis
Operations Analyst (Ecommerce)
Feecounter Online Services Pvt.Ltd.
01.2015 - 01.2017
- Company Overview: Feecounter is a start-up working mainly in education sector providing end-to-end solution for automating fee collection process
- Setting up customer requirement and delivery analysis process, client on-boarding, transaction settlement process (reconciliation), support system for clients & end users and development tracking processes along with constant improvement to ensure quality output
- Implementing new client on-boarding process with an objective to expedite as well as simplify on boarding system
- Studying transactions and quarterly customer response & reactions data to derive quality analytics while assisting on focused sales and product development and ensuring that highest services and standards are maintained for servicing of clients and maintaining minimum turn-around-time
- Supervising the training of new resources on existing process within the given time frame and managing, creating & updating process documents such as SOPs and process flow design
Production Trainee (Mfg.)
Forbes Marshall Pvt. Ltd.
01.2012 - 01.2013
- Managed the process of manufacturing electromagnetic flow meter
- Managed the process of electromagnetic flow meter manufacture
- Reported and presented relevant reports to Production Planning Head for making business decisions
- Calibrated meters with quality check of materials
- Streamlined manufacturing process of Electromagnetic flow meter
- Undertook initiative such as Automation of Calibration process which resulted in higher customer satisfaction level
Education
Post Graduate Diploma - Data Science
International Institute of Information Technology
Bengaluru09.2020
Advance Program in Executive Leadership - Manufacturing and Operations Management
Sadhana Centre for Management & Leadership Development
Pune12.2015
B.E. - Instrumentation and Control
MKSSS's Cummins College of Engineering for Women
Pune12.2012
12th grade -
Abasaheb Garware College
Pune12.2007
10th grade -
Sulakhe High School
Barshi12.2005
Skills
- Customer Relationship Management
- Data Analysis
- Tableau
- Basic of SQL
- Operations Management
- Project Management
- Wireframe Diagram
- Ticket Management
- Advanced Excel
- Strategic Account Management
- Basics of Python
- Data Visualisation
Websites
Accomplishments
- Sapience Analytics, Implemented AppLearn project to improve better UI experience for customers.
- Jamocha Tech, Received many appreciation mails from customers.
- Jamocha Tech, Created 2 case studies (EI Design & ESAB) and one testimonial (EI Design) within the first year of the company.
- Jamocha Tech, Successfully implemented Pro-Assist project.
- Feecounter Online Services Pvt. Ltd., Reduced expiry & failure rate of transactions by 112% by providing rigorous customer support.
- Feecounter Online Services Pvt. Ltd., Resolved 92% of client's issues in defined time period and gained valuable results and customer loyalty.
- Feecounter Online Services Pvt. Ltd., Gained client appreciation and increased client satisfaction by providing better service and in time delivery.
- Forbes Marshall Pvt. Ltd., Streamlined manufacturing process of Electromagnetic flow meter.
- Forbes Marshall Pvt. Ltd., Undertook initiative such as Automation of Calibration process which resulted in higher customer satisfaction level.
- Received ‘Best Student' award for academic year 2013-14 from SCMLD, Pune. Successfully implemented entrepreneurship project ‘Festival In A Box' which was conceptualized by a team in 2013-14.
Timeline
Customer Success Manager (IT)
Sapience Analytics Pvt .Ltd.
01.2022 - 04.2025
Specialist-Business Analyst (IT)
Jamocha Tech. Pvt .Ltd.
01.2019 - 01.2021
Business Analyst (IT)
Source One Management (on contract with IBM)
01.2018 - 01.2019
Operations Analyst (Ecommerce)
Feecounter Online Services Pvt.Ltd.
01.2015 - 01.2017
Production Trainee (Mfg.)
Forbes Marshall Pvt. Ltd.
01.2012 - 01.2013
Post Graduate Diploma - Data Science
International Institute of Information Technology
Advance Program in Executive Leadership - Manufacturing and Operations Management
Sadhana Centre for Management & Leadership Development
B.E. - Instrumentation and Control
MKSSS's Cummins College of Engineering for Women
12th grade -
Abasaheb Garware College
10th grade -
Sulakhe High School
Similar Profiles
Ashay WalambeAshay Walambe
Principal Product Manager at Sapience AnalyticsPrincipal Product Manager at Sapience Analytics
Aleksandra YanakievaAleksandra Yanakieva
Technical Support Agent DACH, UK & IT at S2C Sapience to ChangeTechnical Support Agent DACH, UK & IT at S2C Sapience to Change
Dilshad AhammedDilshad Ahammed
Software Developer at Sapience Technology LLCSoftware Developer at Sapience Technology LLC
Raghu Vamsi MRaghu Vamsi M
Associate Manager- Finance at Reverie Language Technologies LimitedAssociate Manager- Finance at Reverie Language Technologies Limited
Shwetha AgarwalShwetha Agarwal
Artist Manager at Nineone IncArtist Manager at Nineone Inc