Manik Walia
New Delhi
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
9
9
years of professional experience
Work History
Senior Customer Support Executive
MAKE MY TRIP PROCESS
Noida
05.2024 - Current
- Contacted customers about potential service upgrades, new services and account changes.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Tracked incoming calls, emails and online chats using helpdesk ticketing systems.
- Maintained updated knowledge of company policies and procedures related to customer service operations.
- Collected deposits or payments and arranged for billing.
- Provided guidance to junior level customer support staff on how best to handle difficult situations.
Legal Assistant
The Legal Code
New Delhi
08.2022 - 12.2023
- Knowledgeable dealing with pleadings, affidavits, motions and exhibit preparation.
- Provided administrative support and conducted research to assist attorneys in civil litigation preparation.
- Drafted legal complaints, summonses and interrogatories.
- Provided administrative support including scheduling appointments for attorneys and filing documents at courthouses.
- Participated in client interviews, observed questioning process and documented information.
- Contacted witnesses and scheduled interviews and evaluations.
- Called witnesses to give testimonies during court hearings.
- Drafted letters to clients summarizing the status of their case or advising them on next steps in the process.
- Conducted thorough research and review of case information to assist attorneys.
- Organized and executed court calendar with daily cases and supervisor meetings.
Legal Assistant
Promotional Club
New Delhi
05.2022 - 06.2022
- Generated reports summarizing case progress for internal use.
- Oversaw legal team appointments, hearings and depositions schedules.
- Provided administrative support and conducted research to assist attorneys in civil litigation preparation.
- Drafted witness declarations and pretrial statements.
- Researched case law, statutes, regulations and other legal authorities to support assigned tasks.
- Coordinated travel arrangements for attorneys attending out-of-town conferences or depositions.
- Knowledgeable dealing with pleadings, affidavits, motions and exhibit preparation.
Legal Internship
Vikas Sharma & Associates
New Delhi
06.2016 - 01.2022
- Generated comprehensive summaries on project developments for managerial evaluation.
- Produced well-researched and articulate legal briefs, pleadings and statements.
- Supported preparation of legal presentations via thorough research.
- Analyzed facts and case law to determine possible defenses for clients.
- Processed closing documents and transactional documents for legal review.
- Analyzed new legal information pertinent to existing cases and firm operations.
- Analyzed cases to identify applicable statutes and regulations.
- Utilized databases like LexisNexis and Westlaw to aid in case development.
Education
BBA LLB
Guru Gobind Singh Indraprastha University
09-2021
Rama Krishna School
05-2016
Cambridge Foundation School
05-2014
Skills
- Leadership
- Proficiency with customer relationship management (CRM) tools
- Excellent verbal and written communication
- Adaptability
- Mail handling
- Patience and empathy
- Time management
- Microsoft
- Data Entry
- Business Administration
Languages
- English
- Hindi
Timeline
Senior Customer Support Executive
MAKE MY TRIP PROCESS
05.2024 - Current
Legal Assistant
The Legal Code
08.2022 - 12.2023
Legal Assistant
Promotional Club
05.2022 - 06.2022
Legal Internship
Vikas Sharma & Associates
06.2016 - 01.2022
BBA LLB
Guru Gobind Singh Indraprastha University
Rama Krishna School
Cambridge Foundation School
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