Madhuri Radnolta

•Responsible for Service Delivery Management for overseas clients to ensure effective delivery of end-to-end services.
•Developed a deep understanding of projects to gain insights into the scope of service delivery and potential obstacles.
• Taking ownership & anticipating critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders.
• Using tools such as Salesforce & Service Now to track and document key milestones.
• Providing regular status updates and hosting weekly meetings to discuss progress and upcoming critical milestones with clients.
•Improved service quality, addressing client concerns promptly and professionally.
•Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.

• Providing Technical Assistance: Assisting customers or clients in resolving technical issue by offering timely and accurate through various communications channels such as phone, email, chat or ticketing system.

• Documentation and Record Keeping: Maintaining accurate and detailed records of customer interactions including problem descriptions, troubleshooting steps taken and solution provided.

• Contract Review: Review contract terms and conditions and requirements to ensure compliance with company policies and legal regulations.

• Training and Knowledge Sharing: Assisting in training new team members or providing mentorship to junior technical support associates. Sharing knowledge and best practices within the team to enhance overall technical capabilities.
• Contract Administration: Managing the entire contract lifecycle including contract creation, execution and renewal. This involves maintaining accurate contract records, tracking key milestones and managing contract modification or amendments.

• Responsible for handling customer's queries, complaints and questions.
• Oversaw troubleshooting, Technical issue resolution.
• Utilize Root Cause Analysis to diagnose and troubleshoot commonly recurring issue.
• Provided accurate and detailed diagnostic and troubleshooting information over the phone and via webchat.