MAHESH MARLAKUNTA

I am a Customer Support and Service Delivery Leader with over 9 years of experience in driving operational excellence and leading high-performance teams across various domains, including SaaS, Telecom, and Enterprise Services. Currently, I manage a team of over 25 professionals, overseeing Implementation, Billing, Finance, and Service Delivery. My expertise lies in improving support operations, aligning with C-level stakeholders, and delivering complex customer projects that have a significant impact on business outcomes.

Throughout my career, I have successfully reduced audit processing times by 30% and recovered over $10 million in billing discrepancies. I have developed real-time Power BI dashboards for SLA tracking and reporting, enhancing transparency and accountability across business units. My commitment to process improvement and workflow automation has led to the introduction of automation frameworks that have significantly reduced processing times, demonstrating my ability to drive efficiency and effectiveness in service delivery.

I thrive in high-growth environments and possess a strong command over SLA/KPI governance, ERP/CRM tools, and customer lifecycle management. My collaborative approach and stakeholder management skills enable me to partner effectively with C-suite executives to meet client-specific project requirements and ensure successful outcomes.