Manoj Subramaniam
Coimbatore
Summary
A dynamic Personnel with 5 years of experience specialised in technical customer service and process optimisation. Proven ability to liaise with stakeholders, streamline workflows, deliver exceptional customer experiences and a customer-centric approach to resolve technical issues efficiently.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Merchant Service Advisor
Barclays Global Service Centre Pvt. Ltd.
Chennai
03.2021 - 11.2024
- Handled and resolved high-volume customer requests and escalations across multiple support channels including email, chat and phone, with a focus on first-contact resolution and meeting SLA targets
- Monitored recurring customer concerns and identified process inefficiencies, collaborating with cross-functional teams to streamline workflows and enhance customer satisfaction
- Experienced in customer support platforms like Zendesk and Service Now systems, ensuring seamless ticket management and resolution
Customer Service Associate
Amazon Development Center India Pvt. Ltd.
Coimbatore
07.2019 - 11.2020
- Provided support to global customers by resolving order-related queries with a focus on first-contact resolution
- Handled global customers via multiple channels such as Chat, email and phone and Investigated root causes of customer issues and collaborated with teams to ensure satisfactory resolutions
- Escalated complex issues involving system errors or technical bugs to senior teams, maintaining a seamless handoff process while ensuring a white-glove customer experience
- Expertise in troubleshooting web technologies and live-streaming platforms, with hands-on experience in resolving encoding software and hardware issues
Education
Bachelor of Engineering - Mechanical Engineering
SNS College of Engineering
Coimbatore, Tamil Nadu04.2016
Skills
- Customer Service
- Back office operations
- Data protection
- Client handling
- Customer Due Diligence
- Customer Success
- Process Improvement
- Customer relationship
Certification
Certificate on Master Framework - MF3, Analysis of defaulters on commercial credit cards.
Volunteer Experience
English for All, Barclays Global Service Centre, 06/01/23, 10/01/23, Chennai, Tamil Nadu, Volunteered in a campaign conducted by Barclays, to guide the non-technical staff of the Organisation to build their English Communication skills.
Hobbies and Interests
Adventurous Travelling
Languages
- English, Full Professional Proficiency
- Tamil, Full Professional Proficiency
- Hindi, Limited Working Proficiency
- Kannada, Limited Working Proficiency
Honorawards
- Overall Best Employee Award, 03/01/23 - 04/01/24, Barclays Global Service Centre Pvt. Ltd.
- Star Performer Award, 04/01/24 - 06/01/24, Barclays Global Service Centre Pvt. Ltd.
- Customer Obsession Award, 09/01/19 - 02/01/20, Amazon Development Centre India Pvt. Ltd.
Timeline
Merchant Service Advisor
Barclays Global Service Centre Pvt. Ltd.
03.2021 - 11.2024
Customer Service Associate
Amazon Development Center India Pvt. Ltd.
07.2019 - 11.2020
Certificate on Master Framework - MF3, Analysis of defaulters on commercial credit cards.
Bachelor of Engineering - Mechanical Engineering
SNS College of Engineering
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