Ajaya Menon
Mumbai
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Operations Manager - Tech Mahindra Ltd
Fidelis Technology Services Pvt Ltd
Mumbai
03.2025 - Current
- Established communication channels between various departments within the organization in order to facilitate timely collaboration during major incidents.
- Trained team members on best practices related to incident management operations.
- Tracked key performance indicators related to incident management activities.
- Led team meetings focused on identifying process improvements for resolving incidents more quickly.
- Met with stakeholders to collaborate and resolve problems.
Team Leader
ConnectWise LLP (Formerly Continuum Managed Solutions LLP)
Mumbai
03.2021 - Current
- Strong interpersonal and communication (both written and verbal) skills.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Strong partnership with capacity planning and scheduling teams to ensure effective service level management and floor management.
- Managed internal operational standards and productivity targets.
- Improved team efficiency and productivity by restructuring workflow and managing assignments.
- Handling escalation via ticket, phone, email etc.
- Assisting Partner Care Team over call for client retention.
- Coordinated monthly team meetings and leadership meetings.
- Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
- Took ownership of customer issues and followed problems through to resolution.
Customer Support L2 (Subject Matter Expert)
ConnectWise LLP (Formerly Continuum Managed Solutions LLP)
Mumbai
08.2019 - 02.2021
- Managed the team effectively and make the best out of the techs in day to day operations.
- Communicating with partner on emails, chats and phone calls.
- Handling outbound/inbound calls and partner escalations.
- Ensuring all the processes are followed by self and by the team.
- Acknowledging partner escalation emails and replying to partner with detailed analysis.
- Ensuring all processes are followed by the team.
- Managing base allocation que and escalated CQ with minimal SLA breach.
- Conducted training sessions and on boarded new joiners for outbound calls.
- Conducted training sessions for existing team members to learn and adapt other processes.
Customer Service Representative
ConnectWise LLP (Formerly Continuum Managed Solutions LLP)
Mumbai
02.2017 - 07.2019
- Provided primary customer support to internal and external customers.
- Attending inbound calls to support the MSP by answering questions and escalating if requires for further troubleshooting.
- Working on triage tickets from SRT ticket dashboard for essential partners.
- Working HD to NOC tickets, answering queries and scheduling tickets as requested by helpdesk team.
- Delivered prompt service to prioritize partner needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
Senior Sales Executive
Ultimate Auto Spare Parts LLC
Dubai
04.2010 - 01.2017
- Employed effective problem-solving techniques, increasing client satisfaction ratings.
- Working as Senior Sales Executive for Japanese and Korean body parts and mechanical parts.
- Handling outdoor sales customers as well as retail counter customers.
- Helping Customers with their query on calls and via email.
- Provide quotations and availability for parts to customers and processing their orders as per their requirements.
Education
Bachelor of Commerce - Accounting And Finance
Manav Bharathi University
Himachal Pradesh03.2012
High School Diploma -
Dr. Antonio D'silva Junior College of Commerce
Mumbai, India03.2005
Secondary School Certificate - Secondary Education
Dr. Antonio Da'Silva Technical High School
Mumbai, India02.2003
Skills
- Inter-department collaboration
- Process improvement specialist
- Quality Management
- Daily Workflow Improvement
- SLA Management
- Communication skills
- Customer service
- Team building/leadership
Languages
English
First Language
Hindi
Advanced
C1
Malayalam
Intermediate
B1
Marathi
Intermediate
B1
Timeline
Operations Manager - Tech Mahindra Ltd
Fidelis Technology Services Pvt Ltd
03.2025 - Current
Team Leader
ConnectWise LLP (Formerly Continuum Managed Solutions LLP)
03.2021 - Current
Customer Support L2 (Subject Matter Expert)
ConnectWise LLP (Formerly Continuum Managed Solutions LLP)
08.2019 - 02.2021
Customer Service Representative
ConnectWise LLP (Formerly Continuum Managed Solutions LLP)
02.2017 - 07.2019
Senior Sales Executive
Ultimate Auto Spare Parts LLC
04.2010 - 01.2017
Bachelor of Commerce - Accounting And Finance
Manav Bharathi University
High School Diploma -
Dr. Antonio D'silva Junior College of Commerce
Secondary School Certificate - Secondary Education
Dr. Antonio Da'Silva Technical High School