Manoj Javali

Team Structure: 1 Team Lead, 3 Supervisors, 17 Agents, 3 Doctor Support Members
Channels Managed: Inbound, Outbound, Email, Social Media, Legal Grievances, CSAT & NPS

Key Responsibilities :

• Lead customer support and doctor support operations across B2B (70%) and B2C (30%) clients.
• Ensure SLA, KPI, and KRA adherence across inbound, outbound, email, social media, and grievance channels.
• Analyse customer queries to identify trends, perform RCA, and implement query-reduction strategies.
• Drive improvements in response time, resolution time, and overall customer satisfaction.
• Prepare and present process improvement proposals; coordinate with product, tech, and operations teams.
• Conduct quality audits, TNI/TNA assessments, and deliver targeted coaching and training.
• Manage team performance for supervisors and agents, ensuring consistent delivery of operational metrics.
• Handle high-priority escalations and coordinate with internal stakeholders for timely resolution.
• Lead initiatives to improve CSAT and NPS across all LOBs through structured feedback and analytics.

Key Achievements :

• Reduced query inflow by 19% through structured RCA and process optimization.
• Improved CSAT from 4.2 to 4.6 through data-driven quality improvements and workflow enhancements.
• Reduced Query Per Order (QPO) from 37% to 18%, significantly boosting customer experience and operational efficiency.
• Enhanced TAT by restructuring workflows and improving cross-team coordination.
• Received “Best Support” award for exceptional performance and customer satisfaction.
• Mentored new team members, improving productivity and reducing onboarding time.
• Maintained low escalation percentage while handling high-volume escalations efficiently.

Key Responsibilities :

• Ensured daily SLA, KPI, and KRA compliance across operational workflows and support functions.
• Proposed and implemented tech enhancements and workflow improvements to elevate customer and operational experience.
• Conducted regular training, coaching, and performance development sessions to upskill team members.
• Collaborated with Supply Chain, Tech, and Operations teams for RCA, process fixes, and efficiency improvements.
• Performed internal audits and quality checks, sharing insights to drive continuous improvement initiatives.
• Managed internal and external escalations, ensuring timely and accurate resolution.
• Conducted fraud detection and risk analysis based on customer return patterns, order history, and revenue behavior.

Key Achievements :

• Improved overall SLA adherence through structured workflow restructuring and operational fixes.
• Reduced buyer cancellation rate from 16% to 12% by implementing targeted interventions and monitoring.
• Boosted CSAT by analysing DSAT drivers and driving corrective and preventive actions.Improved CSAT by analysing DSAT drivers and implementing corrective actions.