UM

Open to opportunities

Unique Madan

@uniquemadan

Team Lead with 4+ years in gaming support and customer operations, driving SLA performance, process improvements, and brand growth.

What I'm looking for

I’m looking to lead high-performing gaming or tech customer/support teams, run WBR/MBR performance reviews, and drive service delivery excellence through process improvement and strong stakeholder communication.

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.

Experience

Work history, roles, and key accomplishments

CA

Current

Team Lead

Current

5CA

Jul 2024 - Present (1 year 11 months)

Led and managed a team of 10–15 customer support agents for global gaming clients, improving productivity by 15% and reducing resolution time by 2% while maintaining 90+% CSAT. Ran weekly/monthly business reviews (WBR/MBR) to analyze KPIs, implement data-driven action plans, and drive service delivery and process improvements.

Team Leadership Customer Support Operations SLA Management WBR MBR KPI Reporting Performance Coaching Process Improvement Stakeholder Management CSAT

CA

Gaming Support Senior Agent

5CA

Aug 2022 - Jul 2024 (1 year 11 months)

Served as the primary liaison between clients and support teams, ensuring effective communication and timely issue resolution. Provided advanced troubleshooting for gaming-related technical and customer issues and contributed to improved user experience through game testing and performance analysis.

Client Communication Gaming Support Game Testing Performance Analysis Service Delivery Customer Experience

Education

Degrees, certifications, and relevant coursework

AN

Amity University, Noida

Bachelor of Technology (B.Tech), Computer Science

2016 - 2020

Grade: 6.7/10

Completed a Bachelor of Technology (B.Tech) in Computer Science. Developed a comprehensive website for the final-year major project (GPA: 6.7/10).

AU

Adelphi University

2019 - 2019

Completed a Student Exchange Program at Adelphi University (Garden City, New York). Collaborated with Drexel University students to design a centralized database solution for educational resources.

BL

Birkbeck, University of London

2019 - 2019

Completed a Student Exchange Program at Birkbeck, University of London (London).

Tech stack

Software and tools used professionally

Salesforce

Gmail

Zendesk

JavaScript

macOS

Objective

Remote

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