Unique Madan

I’m a results-driven Team Lead with 4+ years of experience in gaming support, customer operations, and service delivery. I bring a strong foundation in project management, stakeholder communication, and brand strategy to help teams deliver consistently high customer outcomes.

In my freelance role, I lead and manage a team of 10–15 customer support agents for global gaming clients, focusing on performance, productivity, and SLA adherence. I improve results through Weekly/Monthly Business Reviews (WBR/MBR), coaching, mentoring, and data-driven action plans—helping maintain CSAT at 90%+.

Beyond day-to-day delivery, I’m proactive about execution and continuous improvement. I oversee timelines, quality standards, and client requirements while driving process improvement initiatives to reduce resolution time and eliminate operational bottlenecks.

Previously, I supported clients as a Gaming Support Senior Agent and contributed through advanced troubleshooting, gaming test cycles, and performance analysis. Earlier, as a Marketing and Operations Manager, I developed campaigns, secured 15+ university/college partnerships, and strengthened product usability through content and UI/UX improvements.