Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Manoj Javali

Bengaluru

Summary

Customer Support and Operations Leader with over 6 years of experience in team management and customer experience enhancement. Proven expertise in decision-making, fraud detection, and queue management. Awarded for exceptional performance and leadership in high-pressure environments.

Overview

6
6
years of professional experience

Work History

Senior Team Leader

Mfine
Bengaluru
12.2022 - Current
  • Directed a team of 23, comprising 15 L1 agents, 4 L2 agents, 3 Supervisors, and 1 Team Lead.
  • Oversaw operations in two departments: Customer Support and Doctor Support.
  • Managed inbound and outbound communications, email support, and social media escalations.
  • Addressed legal grievances to ensure compliance with applicable regulations.
  • Monitored adherence to service level agreements for timely responses and resolutions.
  • Served as primary contact for stakeholders regarding all service-related inquiries.

Operations Team Leader

Udaan
Bengaluru
07.2019 - 12.2022
  • Monitored and drove SLAs in real-time to enhance operational efficiency.
  • Conducted fraud detection analysis, improving overall security measures.
  • Identified training needs and developed tailored programs to address skill gaps.
  • Performed daily internal audits, offering actionable feedback on findings.
  • Ensured performance targets exceeded company goals through strategic oversight.
  • Made process decisions regarding returns and refunds to streamline operations.

Education

Bachelor of Commerce - Accounting And Finance

Om Shree Public School
Hoskote, Bengaluru
12-2019

Skills

  • Power BI and reporting
  • Decision making and customer experience
  • Training development
  • Stakeholder engagement
  • Relationship management
  • Team supervision
  • SLA and queue management
  • Fraud detection and risk control

Languages

Kannada
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Tamil
Upper Intermediate (B2)
B2

Timeline

Senior Team Leader

Mfine
12.2022 - Current

Operations Team Leader

Udaan
07.2019 - 12.2022

Bachelor of Commerce - Accounting And Finance

Om Shree Public School

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Manoj Javali