Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Interests
Timeline
Location
Hobbies
Mohana Madurai

Mohana Madurai

Senior Customer Support Executive
Chennai,TN

Summary

Professional with solid background in customer service, ready for leadership role. Proven track record in driving customer satisfaction. Reliable team player who adapts to changing needs and focuses on achieving results. Strong communication and conflict resolution skills with personable and approachable demeanor.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

11
11
years of professional experience
5
5
Certifications
2
2
Languages

Work History

Technical Support Engineer

Iopex Technologies
08.2025 - 02.2026
  • Installation setup for Arlo camera devices, with improved customer satisfaction, by providing timely and efficient technical support during onboarding setup.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Network Trouble shooting steps are provide for the base station/Smart Hub/Using Wifi Router during Onboarding set up of cameras.
  • Technical support given for Cameras not installed / not working due to technical glitch.
  • Providing network related trouble shooting steps for Wired and Wire free devices in specific location.
  • Trouble shooting steps are given to customers when Devices are not working /no recordings found.
  • Using internal software tools checking the recordings and package related informations for further investigations.
  • Dealing with Mobile application related issues for Cameras not working in particular locations and also when changing the locations as well.

Senior Customer Support Executive

Lycatel Bpo Services
08.2023 - 04.2025
  • Manage 60+ calls on daily basis with customer interactions via phone (Inbound & Outbound calls).
  • Assist Customers with Sim card related Queries and Complaints on Network with trouble shooting the signal issues
  • Focusing on revenue mainatanance by retaining contract cancellation customers
  • Support Customers with payment enquiries and guiding for payment portal process
  • Also taking call backs for escalations and supported with escalations partially
  • Worked as a escalation supervisor while in high volume of calls
  • Focusing on monthly Quality assurance and productivity
  • Mostly dealing with payment pending transaction status enquiries and connecting with payment team to process the transaction from our end and information given on TAT.

Associate Customer Service

Tech Mahindra
04.2022 - 08.2023
  • Handling Inbound and Outbound calls for customer queries and services
  • Dealing with Customer Complaints and following up with the cases for End to End resolution
  • Handling Escalation calls/ Emails of Holiday Bookings
  • Handling escalation of resort complaints status
  • RCI and International Resort booking
  • Planning Holiday for the refused/ Unused Membership
  • Focusing on Appreciations with Customers Satisfaction
  • Maintaining the TAT hrs
  • 100+ resort inventory management
  • Focusing on Conversion of the holidays Booked and achieving the targets on daily basis
  • Following up with the escalation team for resolution on daily basis through emails/ calls
  • Submitting the Reports of Team Conversion data on daily basis
  • Produced regular status and Conversion reports within required timelines
  • Focusing on Quality assurance and maintaining the feedback review sheet for over all reviews of Caps Score

Presale Executive

URBANRISE (New Porur) An Alliance group
11.2020 - 08.2021
  • As a presales consultant worked with potential clients or customers to ensure they have a strong understanding of the services and/or products provided
  • To make daily calls to the leads provided as per the target
  • To achieve the target on daily/weekly basis
  • Convert leads to Customer site visits
  • Able to coordinate with Sales team to fix appointments for customers
  • Dealing with sales activities carried out before customer acquisition that have a significant impact on the company's bottom line experience and performance

Customer Service Executive

HCL Technologies
07.2015 - 05.2018
  • Described product and service details to customers to help them to better understand benefits and advantages
  • Escalated critical customer issues to the supervisor immediately to avoid lost revenue and canceled policies
  • Handled all customer relations issues in a gracious manner and in accordance with company policies
  • Placed special merchandise orders for customers
  • Routinely answered customer questions regarding merchandise and pricing
  • Responded to all customer inquiries thoroughly and professionally
  • Accurately logged all daily shipping and receiving orders
  • Described product to customers and accurately explained details and care of merchandise
  • Communicated with vendors regarding back order availability, future inventory and special orders

Education

10th Standard - Matriculation School

Grace Park Convent, Chennai, India
04.2001 -

12th Standard -

Jaya Matriculation Hr Sec School, Chennai
04.2001 -

Bachelor of Arts - Psychology

IGNOU, Chennai
04.2016

Skills

Typing in English Higher

Strong Communication Skills

CRM software expertise

Additional Information

HCL Technologies

Recognizition of Symphony Award - Star Performer of the Year for Consistence performance dedication and commitments

Urbanrise New Porur

Best Sales Achievements of excellance award for top performer of the year

Best employee on monthly target achievement

Tech Mahindra

Received Kudos - Best performer for Caps score

Worked as an Acting Process trainer for new Joinees during Booking window period

Lycatel Bpo services

Received Kudos for Quality assurance on monthly basis

Certification

Typing in English Higher

Interests

Gardening is my hobby for sure It brings me to God's nature, plants flowers seeds vegetables fruits on mother Earth I enjoy tremendously and like from my heart I feel naturally attached to the world of nature Outdoor life can be better than our indoor life of modern comforts and luxuries Despite my hectic schedule I will spare some time for one of my fondest hobbies We have a spacious half an acre farm house as such I have been able to concentrate on my garden

Timeline

Technical Support Engineer - Iopex Technologies
08.2025 - 02.2026
Senior Customer Support Executive - Lycatel Bpo Services
08.2023 - 04.2025
Associate Customer Service - Tech Mahindra
04.2022 - 08.2023
Presale Executive - URBANRISE (New Porur) An Alliance group
11.2020 - 08.2021
Customer Service Executive - HCL Technologies
07.2015 - 05.2018
Grace Park Convent - 10th Standard, Matriculation School
04.2001 -
Jaya Matriculation Hr Sec School - 12th Standard,
04.2001 -
IGNOU - Bachelor of Arts, Psychology

Location

Chennai, Tamil Nadu

Hobbies

Gardening is my hobby for sure. It brings me to God's nature, plants flowers seeds vegetables fruits on mother Earth. I enjoy tremendously and like from my heart. I feel naturally attached to the world of nature. Outdoor life can be better than our indoor life of modern comforts and luxuries. Despite my hectic schedule I will spare some time for one of my fondest hobbies.

Cooking - Passionate about mastering new techniques and experimenting with global flavors, specifically  Italian cuisine.

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Mohana MaduraiSenior Customer Support Executive