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Madhura Ambole

@madhuraambole

I lead enterprise customer escalations, strengthen support teams, and improve resolution for production-impacting issues.

India

Message

What I'm looking for

I'm seeking a leadership role where I can develop support teams, build customer trust, own escalations and operations, and turn recurring issues into lasting process improvements.

I've led customer escalations for Microsoft Cloud Services at Concentrix, owning 50+ Sev A–C cases monthly and partnering with engineering through ICM escalations to resolve production-impacting issues.

While managing my own caseload, I guided a seven-member support group, coached teammates through live high-severity calls, and built their independent escalation and problem-solving judgment.

Now at ARRK Solutions, I own issue resolution across UnionCloud and TOTUM, improve recurring support processes, and create communication frameworks that strengthen consistency, turnaround time, and customer trust.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Support Executive

Current

ARRK Solutions Pvt. Ltd.

Jan 2026 - Present (8 months)

Owns end-to-end customer issue resolution across UnionCloud and TOTUM platforms, acting as primary point of accountability for account access, membership management, and profile-related issues. Designed standardized customer communication frameworks to improve response consistency and reduce turnaround time.

Customer Support Issue Resolution Communication Framework Process Improvement Troubleshooting Escalation Management ITSM