Open to opportunities

Madan P M

@madanpm

Message

Customer support and operations professional driving SLA, CSAT, and efficient service delivery.

India

Message

What I'm looking for

I’m looking to own customer-support and operations outcomes—driving SLA/CX through accurate claims and escalation handling, process compliance, and continuous improvement. I want a role where I can lead, coach teams, and reduce TAT to consistently raise CSAT.

I’m a results-driven Customer Support and Operations professional with 5+ years of experience in BPO and health insurance. I focus on high-quality issue resolution while meeting SLA and TAT expectations, improving both First Contact Resolution and Customer Experience (CX).

In my current operations role, I manage end-to-end reimbursement health insurance claims, including document verification, insurer coordination, and resolution tracking. I serve as the primary customer support contact for high-volume queries and escalations, coordinating across internal and insurer teams to reduce turnaround time and deliver seamless service delivery.

I’ve also led teams as a Team Leader, monitoring KPIs like CSAT, SLA, QA Scores, and TAT to drive continuous improvement. I mentor and coach team members, ensure process compliance and SOP adherence, and I’ve been recognized as “Best Team Leader” and a “Top Performer (CSAT)” for outstanding operational excellence.

Experience

Work history, roles, and key accomplishments

Operations Associate

Ditto Insurance

Jan 2025 - Apr 2026 (1 year 3 months)

Managed end-to-end health insurance reimbursement claim processing, including document verification, insurer coordination, and resolution tracking to support timely claim closure. Served as primary customer support contact for high-volume inquiries and escalations, maintaining SLA/FCR and improving call handling efficiency and turnaround time through process improvements.

Claims Processing Customer Support Escalation Management Customer Experience (CX)Freshdesk Exotel Process Improvement

Team Leader Operations

Technotask Business Solutions

Jun 2023 - Nov 2024 (1 year 5 months)

Led and managed a high-volume customer support operations team, ensuring SLA adherence and service quality using KPIs including CSAT, QA scores, SLA, and TAT. Handled escalations and critical customer issues, coached team members, and maintained process compliance, earning a “Best Team Leader” recognition and Top Performer (CSAT) award.

Team Leadership Customer Support Operations Escalation Handling Conflict Resolution Time Management Performance Management

Team Leader Operations

Wise Code Private Limited

Jun 2022 - Jun 2023 (1 year)

Led operations and sales teams to achieve performance targets while maintaining service quality and customer satisfaction. Collaborated with cross-functional teams to improve workflow efficiency and resolve operational challenges.

Operations Management Team Leadership Sales Operations Support Cross Functional Collaboration Workflow Optimization Customer Satisfaction Performance Targeting Process Improvement Service Quality Management

Assistant Team Leader

Technotask Business Solutions

Sep 2021 - Jun 2022 (9 months)

Supported team leaders in operations management by driving high performance, ensuring customer satisfaction, and optimizing workflows. Helped maintain operational execution standards while coordinating day-to-day support activities.

Operations Management Workflow Optimization Customer Support Performance Support Communication

Process Associate

Grassroots BPO Private Solutions

Aug 2020 - Sep 2021 (1 year 1 month)

Supported and streamlined operational processes through data management, process execution, and administrative support. Focused on maintaining organized, efficient operations to support service delivery.

Data Management Administrative Support Operational Support Excel Administrative Coordination Operations Support Time Management