MANOJ KUMAR GOUD KASHAGONI
Hyderabad
Summary
Highly motivated professional with 4 years of experience in customer support and technical services. Demonstrated expertise in handling client queries, managing teams, and delivering optimal solutions in high-pressure environments. Known for strong problem-solving skills, adaptability, and the ability to lead and mentor diverse teams. Currently working as a Technical Support Associate at Diebold Nixdorf, with a keen interest in expanding analytical skills through data analysis.
Overview
5
5
years of professional experience
Work History
Process Associate
Genpact
Hyderabad
02.2025 - Current
- Maintained accurate records of all transactions related to processes in accordance with company guidelines.
- Performed data entry tasks to update customer records and maintain accuracy of information.
- Resolved customer service inquiries within established time frames while maintaining a high level of quality assurance.
- Participated in regular team meetings and provided input on ways to improve existing processes.
- Identified needs of customers promptly and efficiently.
Technical Support Associate (L2)
DIEBOLD NIXDORF
04.2023 - 11.2024
- Company Overview: DIEBOLD NIXDORF specializes in financial self-service and security solutions.
- Act as a liaison between customers and service delivery teams to ensure effective communication and satisfaction.
- Oversee first-level maintenance procedures, ensuring they are executed without fail.
- Investigate and analyze ticket delays, identifying root causes and implementing solutions.
- Communicate with various departments daily to facilitate timely resolution of issues.
- Provide support to team members by assisting with pending tasks as needed.
- Coordinate with different departments to manage and resolve escalations efficiently.
- Conduct thorough investigations to resolve complex issues and improve processes.
- DIEBOLD NIXDORF specializes in financial self-service and security solutions.
SME (Subject Matter Expert)
BIGBASKET
Hyderabad
06.2020 - 12.2022
- Company Overview: BIGBASKET is an online grocery delivery service.
- First hand exposure of customer handling, understanding their needs and providing them best possible solutions.
- Responsible for managing and execution of the operational activities of the branch in stipulated and timely manner.
- Responsible for cross selling of various products, generate monthly revenue as well as new privilege acquisition.
- Deal with customer service issues, managed client relations to promote longterm relationships.
- Design and deliver training programs for new hires and existing employees.
- Mentor and guide team members to enhance their skills and knowledge.
- Create and update training materials and documentation to reflect best practices.
- Monitor and evaluate the performance of BPO processes to ensure compliance with standards.
- Conduct regular audits and assessments to identify gaps and areas for improvement.
- Implement corrective actions and follow-up to ensure issues are resolved effectively.
- BIGBASKET is an online grocery delivery service.
Education
B.COM -
Prof. Ram reddy distance education
06.2022
Intermediate -
Narayana junior college
06.2017
S.S.C -
Sri sai Chaitanya techno High School
06.2015
Skills
- Leadership & Team Management
- Customer Service
- Technical Aptitude
- Adaptability
- Root cause analysis
- Team collaboration
Accomplishments
- Professional Growth: Promoted to SME (Subject Matter Expert) at BigBasket, successfully managing a team of 45 members and achieving high customer satisfaction.
- Customer Support Excellence: Played a pivotal role in resolving critical customer issues at Diebold Nixdorf, earning recognition for technical expertise and customer service.
- Education: Consistently maintained high academic performance, securing 80% in B.Com and 85% in intermediate MPC.
- Adaptability: Transitioned successfully from email support roles to technical support, showcasing a diverse skill set across industries.
- Leadership: Developed training programs and mentored team members, improving overall efficiency and team performance at BigBasket.
Timeline
Process Associate
Genpact
02.2025 - Current
Technical Support Associate (L2)
DIEBOLD NIXDORF
04.2023 - 11.2024
SME (Subject Matter Expert)
BIGBASKET
06.2020 - 12.2022
B.COM -
Prof. Ram reddy distance education
Intermediate -
Narayana junior college
S.S.C -
Sri sai Chaitanya techno High School