MANISH MASSEY
Dubai
Summary
Dedicated professional with strong interpersonal skills, collaborative nature, and problem-solving abilities. Committed to delivering high-quality service and consistently achieving exceptional results in all endeavors. Passionate about taking on challenging new roles.
Overview
14
14
years of professional experience
Work History
Customer Care Executive
Boots
02.2023 - 06.2025
- Delivered exceptional customer service to 80+ daily customers in a high-volume retail environment, addressing inquiries about health, beauty, and pharmaceutical products.
- Resolved customer complaints efficiently, including returns and refunds, achieving a 95% satisfaction rate based on store feedback surveys.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Collaborated with pharmacy and stock teams to ensure seamless operations during peak hours, reducing customer wait times by 15%.
- Utilized point-of-sale systems and CRM tools to process transactions and maintain accurate customer records.
- Trained 5 new staff members on customer service protocols, enhancing team performance and store efficiency.
Senior Customer Care Advisor
IEnergizer IT Services Pvt Ltd
08.2019 - 11.2022
- Competently handled the DSW Support for US Client on all issues that they used to face related to the product, checkout, and billing.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction, product, checkout, and billing.
- Identified and resolved discrepancies and errors in customer accounts.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Competently handled the DSW Support for the US Client on all issues that they used to face related to the product, checkout, and billing.
- Managed approximately 30 incoming calls, emails and faxes per day from customers
Technical Support Engineer
Deltron Technologies Pvt Ltd
12.2016 - 11.2018
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented faults and bugs for referral to development staff for use in updates.
- Delivered Tier-3 support and SME input to internal and external customers.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Performed root cause analysis of reported issues to enact corrections.
Technical Support Engineer
IBM
02.2011 - 04.2012
- Maintained servers and systems to keep networks fully operational during peak periods.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed and configured operating systems and applications.
- Helped streamline repair processes and update procedures for support action consistency.
- Patched software and installed new versions to eliminate security problems and protect data.
Education
Diploma of Higher Education - Cyber Security
IMT Ghaziabad
Chandigarh, India01.2012
Graduate - Computer Science
Jamia Hamdard University
New Delhi, India01.2011
Skills
- Customer service operations
- Proficient in resolving issues
- Guideline formulation
- Effective issue management
- Efficiently structured tasks
- Comprehensive documentation skills
- Customer service expertise
- Strong organizational abilities
- Analytical problem-solver
- Team development
- Effective persuasion skills
- Performance enhancement
Languages
English
Hindi
Punjabi
Timeline
Customer Care Executive
Boots
02.2023 - 06.2025
Senior Customer Care Advisor
IEnergizer IT Services Pvt Ltd
08.2019 - 11.2022
Technical Support Engineer
Deltron Technologies Pvt Ltd
12.2016 - 11.2018
Technical Support Engineer
IBM
02.2011 - 04.2012
Diploma of Higher Education - Cyber Security
IMT Ghaziabad
Graduate - Computer Science
Jamia Hamdard University
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