Mamta Duraphe
Mumbai
Summary
Customer-focused Operations Specialist with experience managing end-to-end execution of data-driven projects for U.S.-based nonprofit clients. Skilled in client coordination, cross-functional collaboration, SLA management, and delivery assurance. Act as a bridge between clients and internal teams, including production, billing, and compliance, to ensure accurate, compliant, and timely outcomes. Seeking to transition into a Customer Success / Client Operations role focused on stakeholder management, process optimization, and client experience excellence.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Associate-Account Operations
Data Axle India
Pune
08.2023 - Current
- Manage end-to-end operational execution for U.S.-based nonprofit client campaigns, ensuring SLA adherence and high data accuracy.
- Act as the primary coordination point between clients and internal teams (production, billing, compliance, and sales).
- Translate client requirements into operational workflows and monitor project progress through final delivery.
- Perform data validation, cleansing, and compliance processing to ensure deliverables meet quality standards.
- Oversee final output preparation for downstream partners (print/mail vendors), ensuring readiness and accuracy.
- Proactively identify risks, manage escalations, and resolve operational challenges to protect client timelines.
- Support billing alignment and documentation to ensure commercial accuracy and transparency.
Customer Success & Support Specialist
Upgrad and Thinkque
Mumbai & Pune
07.2018 - 05.2023
- Facilitated timely support for students, ensuring seamless communication throughout enrollment journeys.
- Collaborated with internal teams to resolve concerns, streamline response times, and elevate overall student satisfaction.
- Enhanced customer satisfaction through the development and implementation of feedback mechanisms and service improvements.
Education
Bachelor of Business Administration - Bachelor of Management Studies- Marketing & Operations
St. Xavier's College (Autonomous)
Mumbai2018
Skills
- Customer and Stakeholder Management
- Cross-functional coordination
- SLA and Delivery Management
- Issue Resolution and Escalation Handling
- Process and Workflow Management
- Client Communication and Reporting
Professional Proficiency in Languages
- English, Hindi & Marathi
Hobbies and Interests
- Zumba Certified
- Travel
Certification
- Digital & Social Media- IIDE Mumbai
- Entrepreneurship Management- ISME Mumbai
- Essentials of Prompt Engineering- AWS
- Assertiveness Basics- Udemy
- Active Listening & Enchancing Communication Skills: Coursera
- Introduction to Generative AI- Google Cloud
Timeline
Senior Associate-Account Operations
Data Axle India
08.2023 - Current
Customer Success & Support Specialist
Upgrad and Thinkque
07.2018 - 05.2023
Bachelor of Business Administration - Bachelor of Management Studies- Marketing & Operations
St. Xavier's College (Autonomous)