MANISHA KUSHWAHA
Summary
Dynamic professional with over 6 years of expertise in incident management, application support, and workflow management. Proficient in Advanced Excel, root cause analysis, and process optimization, consistently delivering innovative solutions that enhance efficiency. Demonstrated strength in ITIL and Agile methodologies, coupled with exceptional stakeholder management and service delivery skills, ensuring operational excellence and high levels of customer satisfaction. Committed to leveraging technical acumen and strategic insight to drive impactful results in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Technical and Business Operation Agent
Amdocs
04.2021 - Current
- Managed and resolved application incidents and service requests, performing root cause analysis and coordinating permanent fixes with development teams.
- Provided end-to-end application support for critical business systems, ensuring reliability, uptime, and SLA adherence.
- Informed clients of policies and procedures.
- Conducted business analysis, gathered requirements, and supported system implementations and workflow improvements across cross-functional teams.
- Utilized Advanced Excel for data analysis, reporting, dashboards, and automation (formulas, pivot tables, VLOOKUP, macros).
- Maintained SOPs, documentation, and knowledge base articles while ensuring compliance with ITIL practices, SLAs, KPIs, and organizational quality standards.
Business development Executive
Byjus
09.2020 - 01.2021
- Counseled aspirants on Byju's IAS product through outbound calls, emails, and chats, tailoring solutions to their learning needs.
- Collaborated with senior management to align sales strategies with company objectives, driving consistent business growth.
- Developed strong customer relationships by understanding priorities and delivering personalized service.
- Designed and implemented effective sales strategies, achieving and exceeding revenue targets.
- Maintained accurate records of daily sales activities in CRM systems, ensuring data-driven decision-making.
Customer support associate
Amazon
09.2018 - 02.2020
- Received, processed, and monitored customer purchase orders while coordinating domestic shipments and ensuring timely product deliveries.
- Professionally addressed customer queries, resolving product and service issues to achieve high satisfaction levels.
- Managed order tracking, escalations, and delivery concerns while maintaining accurate CRM documentation.
- Mentored new hires and created SOPs to standardize customer support processes.
- Consistently exceeded performance targets in call resolution times, quality assurance, and customer service ratings.
- Researched competitor activities to identify market trends and refine sales approach.
Education
BE - Computer Science
Chandigarh University
05.2017
Senior Secondary - Computer Science
Kendriya Vidyalaya
04.2013
Higher Secondary - Computer Science
Kendriya Vidyalaya
04.2011
Skills
Tools and technical skills:
Advanced Excel, MIS, Incident management Application Support Requirement Gathering Reporting & Documentation CRM Tools
Project & Business Skills:
Work Workflow Management, Contract Management, Project Coordination, Stakeholder Communication, Risk & Issue Tracking, Change Management, Project Documentation, Status Reporting, SLA & KPI Monitoring, Agile & ITIL Practices, PMO Support
Soft Skills:
Strategic Planning, Problem Solving, Crisis Management, Client Relationship Management, Complaint Handling, Data Analysis, Team Leadership, Ability to Work Under Pressure Negotiation, Customer Orientation, Time Management Multitasking
AI Tools:
Grok, Gamma app, Napkin, Merlin, NotebookLm, ChatGPT, Claude, Julius, Canva, Genspark, Yoodli
Accomplishments
- Reduced incident resolution time by 20% through effective root cause analysis and workflow improvements.
- Supported business-critical applications with 99.9% uptime, ensuring smooth operations and minimal downtime.
- Implemented workflow automation in Excel (macros, pivot tables, VLOOKUP) saving 10+ hours weekly in reporting.
- Consistently maintained 100% SLA compliance in incident management and application support.
- Supervised team of 10-15 staff members.
- Recognized as Best Performer (twice) for delivering exceptional results in incident resolution, workflow management, and SLA compliance.
LANGUAGES
English
Hindi
Timeline
Technical and Business Operation Agent
Amdocs
04.2021 - Current
Business development Executive
Byjus
09.2020 - 01.2021
Customer support associate
Amazon
09.2018 - 02.2020
Senior Secondary - Computer Science
Kendriya Vidyalaya
Higher Secondary - Computer Science
Kendriya Vidyalaya
BE - Computer Science
Chandigarh University
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