MBmadhuri Badule
@madhuribadule
Customer Experience Team Leader driving service excellence and team performance.
IndiaWhat I'm looking for
I am an experienced Customer Experience Team Leader with a strong history of improving customer satisfaction, mentoring teams, and delivering measurable operational improvements across multi-channel support environments. At BookMyShow I led up to 35 representatives, leveraged data insights to refine knowledge bases, reduced repetitive queries, and managed escalations to resolution while maintaining daily metrics and performance standards.
I bring proven strengths in coaching, process optimization, cross-functional collaboration, and reporting, backed by recognition such as the Extra Mile Award. I am eager to apply my leadership and customer-centric approach to contribute to a dynamic organization seeking improved service outcomes and scalable support operations.
Experience
Work history, roles, and key accomplishments
BOCustomer Experience Team Leader
BookMyShow
Jan 2023 - Jan 2025 (2 years)
Led a team of ~35 customer service representatives across calls, email, and social media, improving service delivery through coaching, schedule planning, and data-driven process improvements; owned escalations and daily metrics reporting to meet company standards.
BOSenior Social Media Representative
BookMyShow
Jan 2017 - Jan 2023 (6 years)
Managed social media and app-store reviews, developed and maintained a knowledge base to reduce query volume, and produced weekly SLA and CSAT reports while coordinating with product and design teams.
BOSenior Customer Service Representative
BookMyShow
Jan 2013 - Jan 2017 (4 years)
Handled inbound and chat support, proposed process improvements to management, coordinated with cross-functional teams, and consistently achieved top-performer recognition.
Education
Degrees, certifications, and relevant coursework
SSSVKM's Narsee Monjee Institute of Management Studies
Post Graduate Diploma in Digital Marketing, Digital Marketing
2024 - 2024
Completed PDDM in Digital Marketing at NMIMS in 2024.
Valia College of Arts, Commerce and Science
Bachelor in Commerce, Commerce
2012 - 2016
Completed a Bachelor in Commerce from Valia College of Arts, Commerce and Science between 2012 and 2016.
Valia College of Arts, Commerce and Science
Bachelor in Commerce, Commerce
2010 - 2012
Attended Valia College of Arts, Commerce and Science from 2010 to 2012 (listed as Bachelor in Commerce).
MVM Swami Muktanand High School
S.S.C, Secondary Education
Completed S.S.C. at MVM Swami Muktanand High School in 2010.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
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