MUKUND MADHAW
Senior Customer Support Manager
Muzaffarpur
Summary
Self-driven, Motivated and Multi-Tasking person having Adaptability, Creativity, Empathy and good sense of humor with a proven track record in sales and product management with more than 7 years of experience in aspects of business development, including finance, operations and marketing. Background in increasing profits, reducing costs, and transforming customer service standards. Experienced in leading and supervising operational and sales teams.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Senior Customer Support Manager
ClearTax
03.2022 - 02.2024
- Voice and non-voice process
- Single contributor for first 6 months
- Later started handling team of intern
- Owner of TDS & TAXCLOUD product (end to end) for L1 customer.
- Internal team coordination
- Service level delivery
- Process improvement: Zendesk to SF migration, LSQ to SF
- Key responsible for delivering SLA - FRT, Resolution time, L1 volume, PKT quality
- Cross functional team Coordination
- Coordination to resolve the cx resolution by L2 & L3 & product team
- Product calibration
- Product issues/VOC - calibration with product team
- Seasonal volume handling - intern management
- Success Parameters:
Onboarding – TAT:
i. 7 Days (80%)
ii. 30 Days (100%)
Activation – TAT:
i. 30 Days (80%)
ii. 60 Days (100%)
Success :
i. First Time – 50% Score (Total usage)
ii. Followed Month Onwards – 85% MoM
Gross Retain Revenue (GRR) – 90%
Net Retain Revenue (NRR) – 120% - Implemented an effective customer support culture with an emphasis on delighting both internal and external customers.
- Manage customer satisfaction through frequent communication, goal setting, performance management and creating a positive environment of trust and clear expectations.
- Frame communication and discussions for the intended audience, with appropriate context and line of sight, considering a complex stakeholder landscape.
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Improved team productivity by identifying inefficiencies in workflows and implementing corrective actions.
Founder
DHC Trading India Private Limited
02.2021 - 01.2022
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Studied market to determine optimal goods and services pricing and capitalize on emerging opportunities.
- Conducted target market research to scope out industry competition and identify advantageous trends.
- Developed strong partnerships with other businesses to allow for collaboration and more significant opportunities for growth.
- Established a successful business by identifying market needs and developing innovative solutions.
- Created organization's mission and vision statements for use by employees.
- Delivered exceptional customer service by addressing client concerns promptly and effectively resolving issues.
- Achieved long-term sustainability for the organization through responsible decision-making processes grounded in ethics.
- Negotiated favorable contracts with suppliers, reducing costs while maintaining product quality.
- Developed strong partnerships with key industry players, contributing to an increased market presence.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Led the strategic planning process to define business goals and ensure alignment across all departments.
- Ensured compliance with industry regulations while maintaining ethical business practices at all times.
- Created and monitored promotional approaches to increase sales and profit levels.
- Oversaw financial management activities such as budgeting, forecasting, and cash flow monitoring for improved financial stability.
- Secured sufficient funds to cover business obligations by tracking expenses and budgeting accurately.
- Negotiated partnerships with suppliers to reduce costs, enhancing profitability with strategic sourcing.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Managed financial, operational and human resources to optimize business performance.
Co-Founder
DBR Bioresearch Private Limited
05.2020 - 12.2020
- Aligned organizational objectives with company mission, increasing revenue, profit and business growth by collaboratively developing integrated strategies.
- Collaborated with development teams, internal customers and product line management to verify delivery of desired quality requirements to distributors.
- Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
- Networked with other businesses and customers to increase sales opportunities and contacts.
- Secured lucrative partnerships by establishing strong relationships with key industry players.
- Drove company growth by identifying and penetrating new market segments.
- Negotiated favorable terms with suppliers and vendors, significantly reducing operational expenses.
- Secured partnership deals with key industry players, enhancing company market presence and brand recognition.
- Analyzed industry trends and tracked competitor activities to inform decision making.
- Monitored key business risks and established risk management procedures.
- Formulated and executed strategic initiatives to improve product offerings.
Sales Executive
Dhanvantary Bioscience Private Limited
01.2020 - 05.2020
- Qualified incoming team marketing and sales leads to assist with prospecting new contacts.
- Identified new sales opportunities each week and leveraged knowledge of company goals and strategies to offer insight into viability of potential connections.
- Organized company files and created support system to decrease workload and increase productivity.
- Supported sales team with administrative assistance such as coordinating paperwork and responding to basic inquiries.
Area Sales Manager
Kanwhizz Industries Limited
01.2018 - 12.2019
- Collaborated with vendors and built effective partnerships devoted to capitalizing on emerging and sustainable sales opportunities.
- Transcended sales quota with increase based on improved promotional and contract negotiation skills.
- Established strong relationships with major accounts and key decision-makers to increase sales in designated territory.
- Formulated tactics and strategies to target new potential customers within prioritized markets.
Sales Executive
Vestige Marketing Private Limited
09.2017 - 12.2017
- Meeting With Clients Virtually Or During Sales Visits.
- Demonstrating And Presenting Products.
- Establishing New Business.
- Maintaining Accurate Records.
- Attending Trade Exhibitions, Conferences And Meetings.
- Reviewing Sales Performance.
- Organizing Regular Meetings/Seminars at ground level to train the teammates.
Education
Bachelor of Arts - Economics
C.S.J.M University
Kanpur, Uttar Pradesh 06.2014 - 09.2017
Skills
Time Management
Timeline
Senior Customer Support Manager
ClearTax
03.2022 - 02.2024
Founder
DHC Trading India Private Limited
02.2021 - 01.2022
Co-Founder
DBR Bioresearch Private Limited
05.2020 - 12.2020
Sales Executive
Dhanvantary Bioscience Private Limited
01.2020 - 05.2020
Area Sales Manager
Kanwhizz Industries Limited
01.2018 - 12.2019
Sales Executive
Vestige Marketing Private Limited
09.2017 - 12.2017
Bachelor of Arts - Economics
C.S.J.M University
06.2014 - 09.2017
Languages
Hindi
English
Maithili
Personal Information
- Date of Birth: 07/16/97
- Marital Status: Married
Area Of Experience
- Customer support
- Team Management
- Customer Relationship Management
- Project Management
- Strategic planning
- Escalation Handling
Extracurricular Activities
- Volunteer for Ramakrishna Mission Sevashram, Bela, Muzaffarpur, Bihar
- Member of Lakshya Family (Nonprofit Organization)
- Participated in E-Conclave organized by E-Club, SJMSOM, IIT Bombay on 11/27/21 - 11/28/21
- Participated in R-Street Investment Challenge, organized by Indian Institute of Technology (IIT), Roorkee on 12/10/21
- Participated in the nationwide Financial Market Quiz Contest, 2021-22 organized by SEBI
- Attended webinar on the 'Entrepreneurial Leadership and Disability: Prospects and Challenges' organized by Gujarat National Law University on 12/15/21
- Attended a seminar on 'How to start an Enterprise?' organized by E-Cell, IIT Bhubaneswar on 02/05/22
Area Of Experience
- Customer support
- Team Management
- Customer Relationship Management
- Project Management
- Strategic planning
- Escalation Handling
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