Madhuri Murali
Iteration Management
Summary
With 14 years of experience, I excel in Project Management, Customer Success, and Escalation Handling. I have a proven track record of driving successful outcomes through stakeholder engagement and customer satisfaction strategies. My expertise includes managing cross-functional teams, coordinating projects, and optimizing customer support operations to meet organizational objectives. I am skilled in planning and executing Agile sprints, leading software deployments, and managing release cycles for seamless delivery. Proficient in JIRA and Confluence, I blend technical knowledge with a customer-focused approach to enhance process efficiency, foster team collaboration, and achieve high-quality project results.
Overview
14
14
years of professional experience
1
1
Certification
3
3
Languages
Work History
Iteration Management
Kyndryl
05.2022 - 01.2024
- Company Overview: Kyndryl, being a spin off company from IBM, initiated with a two-year deadline to establish Kyndryl's own IT environment. Kyndryl completed its Transition Service Agreement (TSA) with IBM in Nov 2023 successfully.
- Orchestrated the development and maintenance of comprehensive project plans, ensuring seamless coordination with stakeholders and efficient resource allocation to drive timely project completions.
- Spearheaded software releases, harmonizing cross-functional teams and rigorously enforcing release protocols to guarantee smooth deployment processes.
- Led iterative planning sessions with finesse, meticulously monitoring progress and proactively managing risks to safeguard project objectives.
- Implemented robust change management protocols, steadfastly ensuring adherence to organizational policies and procedures to uphold operational integrity.
- Fostered seamless collaboration with QA/testing teams, ensuring rigorous software quality standards and comprehensive testing coverage for flawless deliverables.
- Served as the primary point of contact for stakeholders, delivering regular updates and fostering transparent communication channels to uphold project transparency and alignment.
- Maintained meticulous documentation, leveraging data analysis to generate insightful reports and identify strategic process improvements for enhanced operational efficiency.
- Provided inspirational leadership and invaluable mentorship, fostering a positive work environment conducive to high performance and professional growth.
- Prepared comprehensive reports to support management's evaluation of departmental goals and strategic initiatives related to loan servicing operations.
- Streamlined project management processes, improving team collaboration and output.
- Reduced ticket backlog by devising efficient prioritization strategies and effective time management techniques.
- Collaborated with multidisciplinary teams for the management of complex cases requiring specialized care.
Escalation Lead
HP Inc
08.2019 - 04.2022
- Functioned as the de-escalation manager for frontline liaison for customer issues at HP Inc., adeptly assessing the severity and urgency of cases to orchestrate swift and effective resolutions through cross-departmental collaboration.
- Provided expert guidance and coaching to team members, imparting effective escalation management techniques and serving as a knowledge hub for navigating complex customer situations with finesse.
- Championed customer needs and concerns, meticulously monitoring key performance indicators to drive continuous improvement in escalation management processes, resulting in a notable increase in customer satisfaction.
- Spearheaded efficient problem-solving initiatives and facilitated prompt communication across technical support teams, effectively managing over 150 critical incidents per quarter to ensure unparalleled customer service delivery.
- Maintained detailed records of all escalated cases for accurate reporting and informed decision-making at management level.
- Managed high-stress situations with a calm demeanor, prioritizing customer concerns and ensuring timely resolutions.
- Contributed to the development of company-wide escalation policies and procedures, standardizing processes across all departments.
Social Media Customer Support Lead
HP Inc
07.2016 - 12.2019
- Conducted regular performance evaluations and provided constructive feedback for continuous improvement among team members.
- Mentored junior team members, providing guidance on best practices and professional development opportunities.
- Participated in company-wide initiatives aimed at improving overall operational effectiveness.
- Provided technical expertise to resolve complex customer issues and facilitate smooth operations.
- Established quality assurance protocols that led to consistent delivery of high-quality customer service experiences.
- Proactively identified potential product flaws through pattern analysis of recurring customer issues.
- Streamlined support processes for increased efficiency and better response times.
- Fostered a culture of ongoing learning within the support department by continually seeking out industry best practices.
- Developed and maintained relationships with key clients, ensuring long-term customer loyalty.
- Improved customer satisfaction by addressing and resolving support issues in a timely manner.
Content Analyst
Mavrix Infotech Private Limited
Bengaluru, Karnataka
02.2012 - 06.2013
- Testing for a music search engine (http://myswar.co/)
- Discovery (Site Specification/plan) / Keyword Search
- Information Architecture / Website Development and UI Design
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
Process Executive
Infosys
Bengaluru
10.2009 - 02.2011
- Worked as process executive BTW (British Telecom wholesale).
- Handling clients and retailers (B2B), recording the data, performing various tests online to check the issues related to broadband.
- Handling calls and e-chats with the engineer on site and simultaneously performing broadband tests online.
Education
Bachelor's Degree - Computer Applications BCA
Acharya Institute of Graduate Studies
Bengaluru, India 04.2001 -
Skills
Client assistance processes
Escalation process oversight
Stakeholder engagement
In-depth knowledge in specific areas
Agile project management
Agile project coordination
Coordinating project timelines and deliverables
JIRA project management
Facilitating cross-functional team initiatives
Change and risk mitigation strategies
Iteration planning
Monitoring service level agreements
Prioritization of tasks
User acceptance testing coordination
Ongoing process optimization
Project transfer management
Queue management expertise
Total Work Experience
14 Years 0 Month
Social Link
https://www.linkedin.com/in/madhurimurali/
Courses Certifications
- Project Management Professional, 02/2027
- Google Foundations of Project Management
Certification
PMP - Project Management Professional
Timeline
PMP - Project Management Professional
02-2024
Iteration Management
Kyndryl
05.2022 - 01.2024
Escalation Lead
HP Inc
08.2019 - 04.2022
Social Media Customer Support Lead
HP Inc
07.2016 - 12.2019
Content Analyst
Mavrix Infotech Private Limited
02.2012 - 06.2013
Process Executive
Infosys
10.2009 - 02.2011
Bachelor's Degree - Computer Applications BCA
Acharya Institute of Graduate Studies
04.2001 -