Manoj Sharma
Area Operations Management
Jaipur,Rajasthan
Summary
Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service. Customer-focused professional with successful 10-year career in Motion Film & Entertainment sector. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
Work History
Assistant Manager
Qube Cinema Technologies Pvt. Ltd
Jaipur, Rajasthan
07.2018 - Current
- 10+ years of experience in tech trouble shooting process & technical operations.
- Applied basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
- Assist with development of standards, and applies these to track, monitor, report, resolve or escalate issues.
- Interact with our customers regularly via various means of communication or other Omni Channel and other interactions;
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Evaluate team and individual performance by analyzing data, reviewing cases, and monitoring customer interactions.
- Collaborate cross-functionally with Customer Success, Product, Engineering, and Sales leadership to maintain best in class practices;
- Maintains call quality and response times as per agreed SLA's. Maintains records of calls and ensure all cases are updated in system.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Passion for customer experience, organizational success, and employee satisfaction
Team Leader
Qube Cinema Technologies Pvt. Ltd
Jaipur, Rajasthan
08.2013 - 06.2018
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Assisted manager with new hire processing and existing training programs.
- Initiated timely response to emails, voicemails and written correspondence.
- Adhered to rigorous standards for customer service, merchandising and operational safety.
- Optimized customer support by establishing collaborative service environment.
- Led team of 15 members while providing exceptional customer service.
Technical Support Engineer
Qube Cinema Technologies Pvt. Ltd
New Delhi, New Delhi
12.2010 - 04.2013
- Served as primary point of contact for support relating to owned solutions and products.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Documented reported faults and bugs for referral to development staff's use in iterative updates.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Managed over 10 calls per day as being first point of contact for primary customers.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
Computer Hardware And Networking Diploma - Computer Networking
Jetking Pvt Ltd
Jaipur 07.2008 - 01.2010
B. Tech - Information Technology
University of Rajasthan
Jaipur 07.2005 - 01.2009
Intermediate - PCM
Jaipuria Vidyalaya, CBSE
Jaipur 04.2004 - 01.2005
SSC -
Jaipuria Vidyalaya, CBSE
Jaipur 04.2002 - 03.2003
Skills
Operations management
Employee scheduling
Employee performance evaluations
Recruiting and interviewing
Client Relatioship Management
Business Development
Organizational Skills
Computer Hardware
Negotiation
Business administration
Cost Control
Team Management
Technical Operations
Technical Support Specialist
Product Support
Watching Movies
Love to watch movies from different genres such as action & adventure,thrillers,biographies,sports.
Timeline
Assistant Manager
Qube Cinema Technologies Pvt. Ltd
07.2018 - Current
Team Leader
Qube Cinema Technologies Pvt. Ltd
08.2013 - 06.2018
Technical Support Engineer
Qube Cinema Technologies Pvt. Ltd
12.2010 - 04.2013
Computer Hardware And Networking Diploma - Computer Networking
Jetking Pvt Ltd
07.2008 - 01.2010
B. Tech - Information Technology
University of Rajasthan
07.2005 - 01.2009
Intermediate - PCM
Jaipuria Vidyalaya, CBSE
04.2004 - 01.2005
SSC -
Jaipuria Vidyalaya, CBSE
04.2002 - 03.2003