Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
CustomerServiceRepresentative
Manoj Paladugu

Manoj Paladugu

Bengaluru

Summary

Professional with background in customer service, technical support, and digital solutions. Experienced in supporting global clients, managing interactions, and troubleshooting technical issues in industries including Tech Mahindra, Titan, and FinMkt. Proficient in CRM and support tools like Intercom, Zendesk, Salesforce, Zoho CRM, and Postman. Skilled in problem-solving, collaboration, and exceeding performance metrics. Currently freelancing in website creation, AutoCAD design, cybersecurity, and logo design while developing an AI-powered animation movie company. Seeking innovative projects and new opportunities.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Technical Support Executive

FinMkt
05.2024 - 11.2024
  • Delivered comprehensive technical and merchant support for FinMkt's lending platform, resolving inquiries and troubleshooting issues across both customer and merchant touchpoints.
  • Provided assistance via Intercom, phone, and email, addressing client and merchant concerns with efficiency, ensuring timely and accurate solutions.
  • Managed complex support tickets using Zendesk and ServiceNow, collaborating with cross-functional teams to resolve platform issues and enhance user experience.
  • Guided merchants through API integrations, system configurations, and platform onboarding, ensuring seamless onboarding processes and smooth user adoption.
  • Utilized Postman and Swagger to troubleshoot and support API-related issues, improving platform stability for both merchants and clients.
  • Created and maintained support documentation and training materials using Confluence and Google Workspace, empowering merchants to maximize platform capabilities.

Merchant Support Representative

FinMkt
07.2023 - 05.2024
  • Provided exceptional customer support to merchants via Intercom, email, and phone, ensuring timely resolution of account-related inquiries.
  • Guided merchants through FinMkt's platform, delivering tailored solutions to align with their business requirements.
  • Monitored and resolved onboarding requests, ensuring a smooth transition for new merchants while adhering to compliance standards.
  • Documented merchant interactions and feedback using Zoho CRM, contributing to product enhancements and operational efficiency.
  • Collaborated with cross-functional teams to streamline support processes and enhance service delivery.

Customer Relations Representative

Titan Company Limited
09.2022 - 07.2023
  • Provided exceptional customer service for 18 distinct brands under Titan, efficiently addressing inquiries, complaints, and service requests using CRM platforms like Salesforce and Zoho CRM.
  • Engaged with customers and clients from 27 countries via Zendesk, email, and phone systems, ensuring timely and accurate resolution of issues.
  • Leveraged tools like Hootsuite and Sprout Social to manage social media interactions, respond to customer concerns, and maintain a positive brand reputation.
  • Conducted data analysis using Excel and Google Sheets to identify trends in customer feedback and drive continuous improvement in service quality.
  • Utilized Slack and Microsoft Teams for cross-functional communication and collaboration to resolve complex customer challenges.
  • Documented customer interactions and feedback systematically in CRM systems to streamline workflows and support decision-making processes.
  • Monitored customer satisfaction metrics through tools like SurveyMonkey and implemented strategies to exceed CSAT and Net Promoter Score (NPS) benchmarks.

Customer Service Representative

Tech Mahindra
07.2020 - 08.2022
  • Delivered top-tier customer support for Amazon's North and Central American markets, efficiently resolving inquiries and complaints through tools such as Freshdesk and Zoho Desk.
  • Utilized Avaya Contact Center and Talkdesk to handle high volumes of customer interactions across phone, email, and live chat channels, ensuring a seamless user experience.
  • Maintained detailed customer records and tracked case progress using HubSpot CRM, enabling personalized follow-ups and issue resolution.
  • Monitored customer sentiment through tools like Qualtrics CX, proactively addressing pain points and improving satisfaction metrics.
  • Collaborated with cross-functional teams using Asana and Monday.com to ensure timely resolution of escalated cases and process optimization.
  • Leveraged ChatGPT-powered assistance to provide quick and accurate responses to frequently asked questions, enhancing response efficiency.
  • Consistently met and exceeded performance goals, including customer satisfaction (CSAT) scores, first-response time, and issue resolution rates, while adhering to strict service-level agreements (SLAs).

Education

Bachelor's degree - Computer and Information Sciences and Support Services

SJES college of Management studies
04.2020

Postgraduate Degree - Big Data and Cybersecurity

New York University
01.2026

Skills

  • Internal Communications
  • Customer support
  • Technical troubleshooting
  • Customer de-escalation
  • Remote support
  • XML
  • ITSM

Languages

English

Certification

  • MCAS - Microsoft Certified Application Specialist

Timeline

Technical Support Executive

FinMkt
05.2024 - 11.2024

Merchant Support Representative

FinMkt
07.2023 - 05.2024

Customer Relations Representative

Titan Company Limited
09.2022 - 07.2023

Customer Service Representative

Tech Mahindra
07.2020 - 08.2022

Postgraduate Degree - Big Data and Cybersecurity

New York University

Bachelor's degree - Computer and Information Sciences and Support Services

SJES college of Management studies

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Manoj Paladugu