Open To Work
MANOJ KUMAR J
247.ai
Bengaluru,KA
Work Preference
Job Search Status:
Open to work
Work Type
Full Time
Location Preference
HybridRemoteOn-Site
Location:
Bengaluru, KA, IN
Open to relocation:
Yes
Minimum Desired Compensation
₹450000/yr
Important To Me
Career advancementWork-life balancePersonal development programsCompany CultureFlexible work hoursHealthcare benefitsWork from home optionPaid time offTeam Building / Company Retreats
4
Languages
8
Years of experience
Results-driven Senior Support Professional with 5.9 years of experience in sales and technical troubleshooting. Specializes in escalation management and enhancing customer satisfaction through effective communication and problem-solving. Skilled in upselling and cross-selling strategies, building strong relationships, and achieving first contact resolution in fast-paced environments.
Work History
Senior Executive
2 Years 8 Months- Achieved reliable FCR and quality performance to enhance interaction handling within SLA and KPI requirements.
- Strong customer relationships across international voice and digital channels supported consistent communication quality and service-level performance.
- Clear troubleshooting and issue resolution reduced complexity in account, billing, and service support case.
- Effective technical diagnosis led to timely issue resolution.
- Software and hardware inquiries were resolved through focused troubleshooting.
- Simple, customer-friendly technical explanations improved understanding for hardware and software concerns.
- Accurate interaction logging and cross-team coordination kept escalated issues moving toward resolution.
- Facilitated sales-oriented conversations that generated upsell and cross-sell opportunities while maintaining customer satisfaction.
- Personalized product recommendations supported by customer buying decisions.
- Built strong customer rapport to enhance engagement and deliver a positive sales experience.
- Knowledge base articles improved support for recurring issues and solutions.
- Team collaboration supported shared sales goals.
Community operations executive
1 Year 7 Months- Facilitated tier-2 review of complex customer complaints and high-priority delivery escalations, ensuring timely resolution of logistics issues.
- De-escalated urgent customer situations by aligning expectations with operational policies and available solutions, fostering customer trust.
- Handled difficult cases from start to finish using root-cause analysis, critical thinking, and empathetic communication for timely resolution.
- Resolved customer complaints through clear communication and problem-solving skills.
- Analyzed escalated customer complaints to identify root causes, recommending actionable solutions that improved customer satisfaction.
- Worked with cross-functional operations teams to identify system issues, close open cases, and reduce ticket backlogs.
- Kept accurate case records and followed SLA, quality, and escalation-handling requirements.
- Stayed current on company products and services to provide accurate customer information.
- 1.9 years of experience.
Customer Support Executive
1 Year 1 Month- Resolved customer complaints through active listening, fast troubleshooting, and clear communication while protecting service quality.
- Managed customer concerns efficiently in a fast-paced support setting, enhancing customer experience.
- Delivered timely service to address customer complaints and concerns.
- Strengthened customer satisfaction by resolving issues with knowledgeable, friendly support.
- Supported high-volume customer inquiries about orders, tracking, payments, refunds, and account preferences.
- Recorded customer interactions and issue details accurately in internal CRM systems.
- Stayed calm and professional under pressure while diffusing tense situations.
- Built strong customer relationships through personalized assistance and tailored support.
Education
Diploma - Electronics and Communication
SSLC
Skills
Voice and chat support
Tier-2 customer support
Technical troubleshooting
Escalation management
First contact resolution
SLA and KPI oversight
Customer satisfaction metrics
Root cause analysis
Upselling strategies
Sales performance optimization
Product knowledge
CRM systems knowledge
CRM documentation practices
Ticket and queue management
Microsoft Excel skills
AI productivity tools usage
Cross-functional collaboration
Team collaboration skills
Adaptability to new tools and processes
Ability to work under pressure
Continuous learning attitude
Customer problem solving
Research-oriented mindset
Languages
English – Read, Write, Speak | Hindi – Read, Write, Speak | Kannada – Read, Write, Speak | Telugu – Read, Speak | Tamil – Speak
Languages
English
C2
Proficient
Telugu
Native
Native
Tamil
C2
Proficient
Kannada
C2
Proficient
Accomplishments
- Top performer
- Best call
- 100% compliant
Timeline
Senior Executive
247.ai
01.2024 - 09.2026Read More
Community operations executive
Dunzo
03.2022 - 10.2023Read More
Customer Support Executive
BigBasket
09.2018 - 10.2019Read More
Baldwin Polytechnic
Diploma from Electronics and Communication
Read More
Maruthi Vidyalaya
SSLC
Read More