Murali

I’m a Customer Experience, Customer Support, Quality & Operations professional with 22+ years of experience supporting global customers and leading high-performing teams across technical support, customer service, QA, and operations. My expertise includes customer support management, technical support, quality assurance, customer experience improvement, escalation management, root cause analysis, process improvement, coaching, SOP development, and KPI/CSAT/FCR management. Throughout my career, I’ve helped teams improve customer outcomes through a combination of data-driven analysis, people development, and process improvement. I’ve improved CSAT from 4.25 to 4.88 and FCR from approximately 55% to over 85%. I’m particularly strong at identifying the difference between a skill issue and a will issue, understanding the root cause behind performance problems, and building practical solutions that improve both customer experience and team performance. Whether you need help with customer support operations, QA, process improvement, customer experience, technical support, or team coaching, I bring a hands-on, structured, and customer-first approach to every project.