Open to opportunities

madhavi malu

@madhavimalu

I am a dependable IT help desk technician with 7+ years delivering high-quality technical support and customer satisfaction.

India

Message

What I'm looking for

I seek a customer-focused technical support role in a fast-paced company where I can mentor teams, improve processes with data, and deliver high-quality support; available weekends/holidays.

I am a dependable, solution-focused IT help desk technician with more than seven years of experience providing technical assistance to clients worldwide. I specialize in resolving issues patiently and promptly while maintaining high customer satisfaction.

At Vimeo Technologies I achieved a 90% satisfaction rating by resolving inquiries promptly and helped design customer service training and policies; at Shaw Academy I contributed to a 70% increase in customer retention through personalized support and knowledge base development. Previously at ANI and AEGIS I handled high-volume inquiries, trained new representatives, created FAQs, and used CRM systems to track and improve service metrics.

I thrive in fast-paced environments, enjoy mentoring teams, and am available to work weekends and holidays. I seek roles where I can apply my customer-focused troubleshooting, training experience, and data-driven process improvements.

Experience

Work history, roles, and key accomplishments

Current

Support Specialist II

Current

Vimeo Technologies Pvt Ltd

Jun 2021 - Present (4 years 3 months)

Resolved customer inquiries in a timely manner, achieving a 90% satisfaction rating. Developed support policies, training programs, and collaborated cross-functionally to drive consistent issue resolution and product improvements.

Customer Support Technical Support Training Cross Functional Collaboration Customer Feedback Analysis CRM Microsoft Office

Senior Support Executive

Shaw Academy

Jun 2020 - Jun 2021 (1 year)

Provided personalized customer service that increased customer retention by 70%. Developed and maintained a knowledge base and dashboards to track service metrics and support VIP customers.

Customer Support Customer Retention Dashboards VIP Support CRM Data Analysis Microsoft Office

Senior Customer Care Executive

ANI Technologies Pvt Ltd

Oct 2017 - May 2020 (2 years 7 months)

Handled high-volume customer inquiries, driving a 90% increase in customer satisfaction ratings. Trained and mentored new representatives, created a knowledge base, and analyzed service data to suggest process improvements.

Training CRM Data Analysis Customer Satisfaction Process Improvement Microsoft Office

Customer Care Executive

AEGIS Technologies Pvt Ltd

Sep 2016 - Aug 2017 (11 months)

Handled high-volume customer inquiries, contributing to a 90% increase in customer satisfaction ratings. Trained new call center representatives, maintained CRM records, and developed a FAQ knowledge base to improve efficiency.