Manikanta M
Customer Service Advisor
Summary
Results-driven Customer Support Specialist with 6+ years of experience in delivering high-quality customer service, order management, and issue resolution. Adept at handling inbound and outbound customer interactions, managing product returns, quotations, and pre/post-sales activities. Skilled in using Oracle, Salesforce (SFDC), and other CRM tools to enhance operational efficiency and customer satisfaction. Strong problem-solving abilities with a focus on continuous process improvement, risk mitigation, and stakeholder collaboration.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
Customer Service Advisor
Citrix/Infosys
07.2022 - Current
- Process customer orders, manage product returns, quotations, and inquiries while ensuring seamless issue resolution
- Provide operational support across pre-sales and post-booking activities, ensuring smooth transactions
- Utilize SFDC, SAP, and internal business applications to track and manage customer interactions, enhancing order processing efficiency
- Drive customer satisfaction by proactively addressing concerns and reducing escalated support tickets by 30% through strategic interventions
- Mentor junior team members, sharing best practices and ensuring a consistent customer experience
- Conduct risk assessments related to software licensing and compliance, safeguarding customer interests
- Achieved 95% customer satisfaction in license migration and upgrade assistance, minimizing operational disruptions
Senior Customer Delight Executive
HealthifyMe
01.2019 - 07.2022
- Managed end-to-end order processing, customer inquiries, and account management, ensuring a seamless user experience
- Provided multi-channel support (phone, email, chat) to resolve customer concerns, increasing satisfaction scores by 30%
- Supported the sales opportunity management cycle by handling operational requests and improving service delivery
- Led customer payment support, tracking transactions and ensuring 95% on-time service activation
- Partnered with cross-functional teams (sales, product, and marketing) to drive business improvements and enhance customer engagement
- Analyzed and resolved over 150 monthly payment failures, improving retention rates by 20%
Education
Bachelor of Commerce - Accounting
Kairalee Nikethan Golden Jubilee Degree College
04.2001 -
Skills
Customer Service Excellence
Certification
Citrix Virtual apps and Desktop Administration
Timeline
Customer Service Advisor
Citrix/Infosys
07.2022 - Current
Senior Customer Delight Executive
HealthifyMe
01.2019 - 07.2022
Bachelor of Commerce - Accounting
Kairalee Nikethan Golden Jubilee Degree College
04.2001 -
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