Madan P M

Results-driven Customer Support and Operations Professional with 5+ years of experience in BPO and health insurance domains. Skilled in customer handling, escalation management, and delivering high-quality support while meeting SLA and TAT requirements. Proven ability to improve customer satisfaction (CSAT), resolve complex queries, and ensure seamless service delivery.

Experienced in both individual contributor and team leadership roles, with a strong track record of managing day-to-day operations, mentoring team members, driving performance, and ensuring process compliance. Adept at collaborating with cross-functional teams, handling high-volume workloads, and consistently achieving operational and customer experience goals.

Operations Associate - Ditto Insurance - Bangalore

(2025-01 - 2026-04)

• Managed end-to-end reimbursement health insurance claims, including document verification, insurer coordination, and resolution tracking to ensure timely claim processing.
• Served as primary customer support contact, ensuring timely issue resolution and high First Contact Resolution (FCR)
• Handled high-volume customer support calls, resolving queries and escalations while maintaining SLA and improving Customer Experience (CX)
• Coordinated with internal and insurer teams to resolve complex customer issues and reduce turnaround time (TAT)
• Identified process gaps and implemented improvements to enhance response time and service quality
• Proposed and executed new ideas to optimize call flow management, improving call handling efficiency and reducing customer wait times.
• Functioned as an individual contributor, independently managing claim volumes and customer interactions while ensuring adherence to internal SOPs and insurer guidelines.
• Hands-On experience with Google Workspace (Sheets, Docs, Drive), Freshdesk and Exotel

Team Leader Operations - Technotask Business Solutions - Mysore

(2023-06 - 2024-11)

• Led and managed a team handling high-volume customer support operations, ensuring SLA adherence and service quality
• Monitored team performance using KPIs such as CSAT, SLA, QA Scores and TAT, driving continuous improvement
• Handled escalations and critical customer issues, ensuring timely resolution and maintaining customer satisfaction
• Conducted coaching and feedback sessions to improve team productivity and communication skills
• Ensured process compliance and adherence to SOPs across all team members
• Recognized as "Best Team Leader" for outstanding team performance and operational excellence
• Recognized with Top Performer (CSAT) award for leading a team that consistently delivered high customer satisfaction

Team Leader Operations - Wise Code Private Limited - Mysore

(2022-06 - 2023-06)

• Led operations and sales teams to achieve performance targets while maintaining service quality and customer satisfaction
• Collaborated with cross-functional teams to improve workflow efficiency and resolve operational challenges

Assistant Team Leader Operations - Technotask Business Solutions - Mysore

(2021-09 - 2022-06)

Detail-oriented and proactive professional with experience in operations management, supporting team leaders to drive high performance, ensure customer satisfaction, and optimize workflows

Process Associate - Grassroots BPO Private Solutions - Mysore

(2020-08 - 2021-09)

Highly organized and diligent Process Associate with a strong ability to support and streamline operational processes. Skilled in data management, process execution, and administrative support.

Pre-University College - EGBA - Govt Pre-University College Kuvempunagar (2015-06 - 2017-04)