Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Affiliations
Timeline
Generic
Madhusudana M

Madhusudana M

Bengaluru

Summary

Dynamic Supervisor with a proven track record at Fusion CX, excelling in project management and employee training. Recognized for achieving the highest iPhone activations globally, also excel in the department of Local Number Porting procedure with 13 years of experience, and foster interdepartmental collaboration. Skilled in quality assurance and conflict resolution, driving team performance and ensuring regulatory compliance.

Overview

13
13
years of professional experience

Work History

Supervisor

Fusion CX
Bengaluru
04.2025 - Current
  • Prepared comprehensive audit documentation and successfully faced ISMS and QMS auditors for project compliance, ensuring adherence to information security and quality management standards.
  • Directed and supervised a team of 22 employees in daily operations.
  • Supervised operations staff, and kept employees compliant with company policies and procedures.
  • Managed scheduling and workload distribution, maximizing productivity without overwhelming team members, or compromising the quality of work.
  • Achieved high levels of customer satisfaction with consistent attention to detail, and effective communication skills.
  • Collaborated with other departments to identify areas for improvement, and implement beneficial changes across the organization.
  • Resolved conflicts between employees swiftly and professionally, maintaining a harmonious workplace atmosphere conducive to collaboration.
  • Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.

Team Controller and Supervisor

Sequential Technology International (I) Pvt Ltd
Bengaluru
12.2016 - 03.2025
  • Conducted training for 80 agents over a 3-day project focused on iPhone activation procedures, ensuring readiness, and operational efficiency.
  • Established and maintained effective inter-carrier relationships with external service providers in America such as AT&T, Verizon,Frontier and others ensuring timely and efficient service delivery to clients.
  • Led a 'Train the Trainer' program, successfully training project trainers to ensure consistent knowledge transfer, and high-quality team performance.
  • Managed a permanent team of 18 members, providing training, performance monitoring, and reporting to ensure successful project execution and delivery.
  • Exclusively managed special projects for VIP clients (Wells Fargo Bank, BOA).
  • I conducted QA for my project to ensure seamless transitions.
  • Assessed account types and project scope to determine feasibility, established Service Level Agreements (SLAs), and consistently achieved challenging targets by leveraging strong inter-carrier relationship management skills.
  • Resolved customer inquiries, concerns, and escalations by reaching out to American-based telephone service providers.

Operation Analyst and Mentor

Synchronoss Technologies
Bengaluru
07.2012 - 12.2016
  • The highest number of iPhone activations during the first-ever activations for United States users was achieved in India, outperforming all global branches of Synchronoss Technologies.
  • Processed the highest number of LNP project orders among the team.
  • Reviewed the qualifications of large accounts migrating as project orders, and distributed the projects for the concerned team based on their eligibility and complexity.
  • Participated in real-time activations with clients and techs via phone conferencing.
  • Produced training materials and guides for project management.
  • Participated in real-time activations in the bridge, and resolved post-port issues.
  • Handled troubleshot snapback, winback, and outage orders, ensuring timely resolution and minimal service disruption for an enhanced customer experience.
  • Acted as a key liaison between the client and carriers, facilitating smooth transitions with zero complaints, and successfully converted a temporary project into a permanent engagement.

Education

Diploma - Electronics And Communications

Sri Kalabhyraveswara Polytechnic
Bangalore North - 562123
04-2009

Perceiving BBA -

University Of Mysore
Mysore

Skills

  • Project management
  • Employee training
  • Performance monitoring
  • Quality assurance
  • Regulatory compliance
  • Conflict resolution
  • Effective communication
  • Workload distribution
  • Interdepartmental collaboration
  • Team leadership
  • Familiar with the following tools Citrix, OPS Console, MOAB, Neustar, 3Project, SOA,
    NPAC, and ticketing systems like Workfront/ATTask, App Creator, Avaya and Thrio

Languages

Kannada
First Language
English
Proficient (C2)
C2
Telugu
Intermediate (B1)
B1

Accomplishments

  • Promoted as a Mentor in span of 2.5 Years in Synchronoss Technologies though there are other seniors in my team.
  • Recognized with company equity and shares as a reward for exceptional performance and long-term contributions from Synchronoss Technologies.
  • Received several appreciation emails from the Client for the exceptional performance.
  • Instrumental in converting a short-term project into a long-term engagement spanning 13 years by establishing and scaling a high-performing team. Successfully retained the client and project through three company rebrandings, ensuring consistent service delivery and client satisfaction.

Affiliations

  • State Level Pick and Speak Winner in school in Pratibha Kaaranji
  • Participated in State level Kannada Debate competition.
  • Won trophy for Bengaluru in MOCK PARLIAMENT competition.

Timeline

Supervisor

Fusion CX
04.2025 - Current

Team Controller and Supervisor

Sequential Technology International (I) Pvt Ltd
12.2016 - 03.2025

Operation Analyst and Mentor

Synchronoss Technologies
07.2012 - 12.2016

Diploma - Electronics And Communications

Sri Kalabhyraveswara Polytechnic

Perceiving BBA -

University Of Mysore

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Madhusudana M