Manasa Jakkula
Customer Support Executive
Summary
Experienced Senior Process Executive with a strong background in customer service at Cognizant, HSBC, and Sears Holdings. Skilled in handling complex queries, billing disputes, escalations, and fraud resolution. Proficient in CRM management, risk auditing, and quality assurance. Known for excellent problem-solving, communication, and collaboration skills. Focused on leveraging customer service expertise to drive client satisfaction and operational excellence.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Senior process executive
Cognizant Technology Solutions India Private Limited
09.2021 - Current
- Employee On boarding & Training - Assist in on boarding and delivering training programs.
- Skill Development - Support employees in career growth and skill-building.
- Learning Management - Track and update employee training records in LMS.
- Performance Support - Conduct training and help improve employee performance.
- Leadership & Talent Growth - Assist in mentorship, coaching, and succession planning.
- Employee Engagement - Organize team-building activities and feedback surveys.
- Digital Learning - Help implement modern e-learning and training methods.
- Compliance & Policy Adherence - Ensure employees complete required training and maintain records.
- Process Improvement - Continuously update learning programs to align with business goals.
Customer support executive
HSBC (Hong Kong and Shanghai Banking Corporation Limited)
03.2019 - 06.2021
- Continuously provide high quality processing service to achieve maximum customer satisfaction within the specified service level agreements.
- Check on the status of customers account, payments review and explain charges accordingly.
- Responsible for relationship building and resolving customer queries/issues in a professional manner (where applicable).
- Other responsibilities dependent on process assigned to.
- Assist customers with replacing lost or stolen credit /debit cards and help who are victims of fraud, theft.
- Taking ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.
Senior Advisor
Sears Holdings (Member Service Organization - Customer Solutions)
05.2017 - 03.2019
- I was responsible to call customers after receiving queries through emails.
- Respond to the customer concerns and issues with the resolution and achieving monthly targets with 100% quality.
- Worked as an acting team leader whenever required by providing Start and End of the day reports.
- Supported chat process when there was a high volume.
Process Associate
Open Solutions Technologies
11.2015 - 12.2016
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Participated in regular team meetings, contributing valuable insights toward process enhancements.
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
Education
Bachelor of Science - Maths, Statistics, and Computer Science
Government Degree College
04.2001 -
Intermediate Certificate -
Kasturba Gandhi Junior College
Hyderabad, India 04.2001 -
SSC -
PBHS Girls High School
Hyderabad, India 04.2001 -
Skills
- Customer Service
- Verbal and written communication
- Attention to Detail
- Problem-Solving
- Time Management & Prioritization
- Decision Making
- Analytical Skills
- Team Collaboration
- Client Communication & Escalation Handling
Accomplishments
- ACE Client Award: Recognized for consistently meeting client requirements and deliverables, demonstrating exceptional client focus and commitment.
- Best Performance Awards: Received multiple monthly and quarterly performance awards across all processes for consistently exceeding targets and delivering high-quality results.
- Root Cause Analysis (RCA) Leadership: Successfully led RCA initiatives that identified key process errors, resulting in a 30% reduction in recurring issues and improved team performance.
Personal Information
- Date of Birth: 01/19/94
- Gender: Female
- Nationality: Indian
- Marital Status: Single
Timeline
Senior process executive
Cognizant Technology Solutions India Private Limited
09.2021 - Current
Customer support executive
HSBC (Hong Kong and Shanghai Banking Corporation Limited)
03.2019 - 06.2021
Senior Advisor
Sears Holdings (Member Service Organization - Customer Solutions)
05.2017 - 03.2019
Process Associate
Open Solutions Technologies
11.2015 - 12.2016
Bachelor of Science - Maths, Statistics, and Computer Science
Government Degree College
04.2001 -
Intermediate Certificate -
Kasturba Gandhi Junior College
04.2001 -
SSC -
PBHS Girls High School
04.2001 -
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