Summary
Overview
Work History
Education
Certification
Projects
Timeline
OfficeManager

Manoj Nair

Senior Manager, Technical Support Engineering
Bengaluru,Karnataka

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

22
22
years of professional experience
3
3
years of post-secondary education
3
3
Certifications

Work History

Senior Manager

Salesforce
Bengaluru
01.2020 - Current
  • Mentored junior support staff, fostering a culture of collaboration and learning within the team.
  • Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
  • Analyzed support trends to identify opportunities for product enhancements or additional training resources.
  • Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
  • Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
  • Improved customer relationships through proactive communication and follow-ups on resolved issues.
  • Collaborated with cross-functional teams to identify and resolve systemic product issues.
  • Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
  • Ensured consistent service delivery by establishing quality control measures, including case reviews and coaching sessions for staff members.
  • Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
  • Developed comprehensive training programs to continuously upskill the technical support team.
  • Kept abreast of industry trends by participating in workshops, conferences, and other professional development activities.
  • Streamlined support processes for improved efficiency and faster response times.
  • Tracked KPIs and created continuous improvement plans.
  • Developed and implemented training initiatives for new hires.
  • Liaised with other departments to minimize network interruptions and possible downtimes.
  • Managed workflows and schedules for direct reports and ensure adequate workload coverage
  • Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities
  • Took up and delivered on any other responsibilities as assigned from time to time by reporting manager/support management

Associate Manager, Technical Support

Symantec
Pune
01.2018 - 12.2019
  • Championed employee engagement initiatives, boosting morale and promoting a positive workplace culture.
  • Facilitated effective communication across departments to ensure seamless project execution.
  • Implemented new technologies to streamline workflows and improve overall team performance in achieving targets.
  • Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
  • Delivered comprehensive reports on key performance indicators, driving data-driven decision-making among leadership teams.
  • Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
  • Established strong relationships with key stakeholders, fostering collaboration and mutual support.
  • Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
  • Created employee schedules to align coverage with forecasted demands.
  • Set aggressive targets for employees to drive company success and strengthen motivation.

Team Leader

Tech Mahindra Business Services
Pune
02.2011 - 12.2017
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Implemented employee recognition programs that boosted morale and increased retention rates within the team.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Generated reports detailing findings and recommendations.

Operations Manager

Oceans Connect Pvt Ltd.
Pune
06.2010 - 12.2010
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Handled staff training initiatives aimed at up- skilling the workforce to meet dynamic industry demands.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Developed and implemented strategies to maximize customer satisfaction.

Senior Manager

MDIndia Health Insurance TPA Private
Pune
09.2008 - 09.2009
  • Creating SOP's (Standard Operating Procedures) and ensure 100% adherence to the SOP's.
  • Single point of Managing client relationships and resolving issues within stipulated TAT.
  • Ensuring that the AM's and GL's drive a healthy work culture within their teams and motivate their agents to achieve the SLA parameters well within the stipulated time frame in an extremely competitive atmosphere.
  • Maintaining coordination with other branches in India, and resolving issues that customers face at the branch level.
  • Monitor & report Turnaround Time, Processed Volumes, Accuracy and Productivity metrics through multiple tools like dashboards etc.
  • Maintaining adherence to client SLA's and ensuring that the customer grievances are resolved as per the TAT mentioned in the SLA's

Manager - Operations and Client Services

Irus Software Applications Pvt Ltd
Pune
05.2006 - 09.2008
  • Manage day to day functioning of the KPO - Pre - Sales outbound process and Inbound Product Support technical help desk.
  • Ensure adherence to SLA's and SOP's and manage change.
  • Keeping alive people touch initiatives, people development avenues, motivation for the maximum possible number of people to minimize attrition.
  • Drive adherence to transaction based quality procedures.
  • Co-ordinate between HR, Training and Quality to maintain a smooth, integrated functionality.
  • Predict and Pre-empt people numbers, training and back fill requirements and ensure seamless delivery through hiring, training to production.
  • Manage Centre-Client Relationships.
  • Analyzing shortcomings plan and constantly revise achievement patterns in process achievable

Project Leader

RESPONDEZ (SPANCO) LTD
Mumbai
05.2002 - 05.2006
  • Acted as single point of contact for the client, from project transition stage to day-to-day operations.
  • Served as a window between the client and various departments like IT, Compliance, Quality, Training, and Operations in order to ensure 100 % focus on each client need and maintain consistency in communication.
  • Monitor the SLA processes to ensure that participating teams are meeting targets.
  • Facilitate the identification of continuous process improvement initiatives and the prioritization of these initiatives with the management.
  • Complete Database management with effective use and timely procurement as per set industry guidelines.
  • Assist in the hiring of new team members as per clients expectations and requirements.
  • Carefully observed progress of each project and examined risks for each project, including setting forth contingency plans.
  • Defined responsibilities, duties, and roles of each team member.
  • Managed team meetings and discussed project's goals and objectives.
  • Supported regulatory compliance by overseeing all audits to verify protocol adherence.
  • Discovered areas of improvement by generating daily and weekly operational and sales reports

Education

Bachelor of Science - Zoology

University of Mumbai
Mumbai
03.1998 - 04.2001

Certification

Salesforce Certified AI Associate

Projects

  • Led the project of transformation of engineers from Non-Dev to Dev in Commerce Cloud
  • Spear headed the project of upskilling of the engineers in commerce cloud to achieve core certifications
  • Currently working on providing assistance in the training and enablement of Managers in Tableau during their migration to OrgCS

Timeline

Double Star Trailhead Ranger

11-2023

Salesforce Certified Administrator

03-2020

Senior Manager

Salesforce
01.2020 - Current

Associate Manager, Technical Support

Symantec
01.2018 - 12.2019

Team Leader

Tech Mahindra Business Services
02.2011 - 12.2017

Operations Manager

Oceans Connect Pvt Ltd.
06.2010 - 12.2010

Senior Manager

MDIndia Health Insurance TPA Private
09.2008 - 09.2009

Manager - Operations and Client Services

Irus Software Applications Pvt Ltd
05.2006 - 09.2008

Project Leader

RESPONDEZ (SPANCO) LTD
05.2002 - 05.2006

Bachelor of Science - Zoology

University of Mumbai
03.1998 - 04.2001

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Manoj NairSenior Manager, Technical Support Engineering