MANASVI JAIN
Mumbai,India
Summary
Results-oriented professional with expertise in communication, leadership, and people management. Utilises strong time management and goal-setting skills to maintain a customer-focused approach. Skilled in Microsoft Excel, SAP ERP, CRM, and Power BI, with a focus on problem-solving and decision-making to enhance organisational performance.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
Work history
Customer Care Team Leader
Hempel Paints, India
2023.08 - Current
- Led a team of 15 Customer Care Executives, managing end-to-end Customer Service and Order-to-Cash (O2C) operations across India, Malaysia, and Singapore. Drove operational excellence by achieving customer service KPIs, optimizing workflows, managing workload planning, and delivering exceptional customer experiences.
- Collaborated with customers and cross-functional teams, including Sales, Supply Chain, Logistics, Finance, Planning, and Manufacturing, to manage customer escalations, ensure timely order fulfillment, improve service quality, and support business growth. Leveraged SAP ERP, CRM, and Power BI to monitor performance, analyze KPIs, and enable data-driven decision-making.
- Mentored and developed high-performing teams through coaching, onboarding, and performance management while leading internal and external audits, ensuring compliance with SOPs and regulatory requirements, driving continuous process improvements, and supporting regional transformation initiatives.
Sales and customer service team leader
HobSpace
2021.03 - 2023.06
- Led and managed a team of Sales and Renewal Executives and customer care, driving team performance, achieving business targets, and delivering excellent customer service through coaching, mentoring, and performance management.
- Monitored KPIs, conducted training and onboarding, supported recruitment and performance reviews, and collaborated with cross-functional teams to ensure seamless operations and business growth.
- Built strong customer relationships by managing escalations, improving customer satisfaction and retention, while implementing CRM and process improvements to enhance operational efficiency.
Sales Manager
White Hat Jr
2020.05 - 2021.02
- Achieved growth and sales targets week by week and kept the team on top of the charts. Built and promote strong, long-lasting customer relationships by partnering with them and understanding their needs. Identifying emerging market, needs, and risk associated with it. Recommended Staff Feedback Collection Program to drive the morale and appreciation of the team members. Effectively managed records of more than 5000+ customers and 800+ educators.
Senior Relationship Manager
ONEINSURE (Robinhood Capital Service Pvt. Ltd.)
2018.12 - 2020.04
- Conduct financial analysis of clients and identify value creation areas for them. Resolve any customer complaints in a prompt and professional manner. Set revenue targets and then develop and execute a strategy to meet those.
Education
PGPM - Marketing
ICFAI Business School
Mumbai 2017.01 - 2019.01
Skills
- Communication skills
- Leadership and people management
- Time management
- Goal orientation
- Customer-centric approach
- Microsoft Excel proficiency
- Problem solving and decision making
- Customer service excellence
- Performance coaching
- SAP ERP, CRM, and Power BI
LANGUAGES
English
Hindi
Accomplishments
- Recognized as Team Leader of the Quarter at Hempel for outstanding leadership and operational excellence.
- Received the Spotlight Award – "Collaborate as One" for resolving a long-pending issue with one of Singapore's largest customers, enabling the recovery of four years of outstanding revenue.
- Spotlight Award
Timeline
Customer Care Team Leader
Hempel Paints, India
2023.08 - Current
Sales and customer service team leader
HobSpace
2021.03 - 2023.06
Sales Manager
White Hat Jr
2020.05 - 2021.02
Senior Relationship Manager
ONEINSURE (Robinhood Capital Service Pvt. Ltd.)
2018.12 - 2020.04
PGPM - Marketing
ICFAI Business School
2017.01 - 2019.01