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
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 -
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