Manjunatha Mh

Responsibilities

• Handled inquiries daily from partners, clients, and all internal teams.
• Initiated a process to handle part of the internal escalations previously managed by the product and R&D teams, reducing their workload.
• Supported Dev/Product teams throughout the entire Software Development Lifecycle (SDLC), from requirements gathering and story grooming to User Acceptance Testing (UAT), launch, and user training.
• Enhanced process efficiency through comprehensive documentation, including flowcharts, knowledge base entries, and standardized operating procedures (SOPs).
• Leveraged Zendesk Explore visualization tools to create impactful dashboards, empowering management to glean key insights from incoming tickets

Impact

• Led the automation of data connector-related error handling process, reducing related tickets by 27% and streamlining internal queue management.
• Proposed and implemented Trello card and Work.net AI integration, enhancing team efficiency and accuracy in ticket handling.

Tools used: Zendesk, Kibana, Data Dog, Zendesk API query, Python, Trelloboard, confluence.

Responsibilities

• Collaborated with cross-functional teams (internal and external) across the globe, advocating for process-related queries as a subject matter expert.
• Fielded calls with internal and external stakeholders.
• Championed continuous improvement through the implementation of projects that enhance customer experience, efficiency, and resource utilization.

Impact

• Demonstrated strong adaptability and earned recognition from management for my quick learning skills.
• Streamlined the user account audit process.
• Managed employee training for new recruits, providing continuous advice, guidance, and mentorship on their duties and best practices.

Responsibilities

• Track, analyze, and report on price realization, selection, and availability in the market regularly, benchmarking against various competitors.
• Managed product launches in Italy.
• Provided training and audits for new hires.
• Handled project management.
• Performed root cause analysis.
• Conducted competitor analysis.

Impact

• Contributed to building a tool that optimized manpower utilization through time motion analysis.
• Supported the development of data scraping scripts aligned with the competitive intelligence retail strategy.

Awards

• Won an award in the global hackathon for the India team - Q3 2022 (Singular)
• Won Raising star - Q4 2022 (Singular)
• Best performer - Q1 2023 (Singular )