Manish Balajee M

Senior Process Associate. |SME E-commerce Operations.

Experienced and results-driven professional with expertise in process optimization and team management within e-commerce operations for the U.S. and Canada markets. Demonstrated success in leading strategic initiatives, automation, and workflow enhancements, delivering measurable results in efficiency, accuracy, and customer satisfaction.

Key Achievements:

• Improved process efficiency by 20% through workflow automation, reducing turnaround time by 15%, and increasing productivity.
• Achieved 98% accuracy in client request processing, enhancing client satisfaction, and retention.
• Reduced SLA turnaround time to two days, boosting customer satisfaction, and repeat business.
• Implemented process changes as needed based on feedback from users and other stakeholders.
• Monitored project timelines and utilized attention to detail to ensure seamless completion of milestones.
• Developed and maintained workflow processes to ensure efficient completion of tasks.
• Liaised with stakeholders, clients, and vendors to ensure consistent project updates.
• Analyzed data from various sources to develop insights into existing workflows and performance metrics.
• Researched and led investigations into various areas to drive improvements and devise new processes.
• Identified key performance indicators that could be used to measure the effectiveness of workflows.
• Identified needs of customers promptly and efficiently.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Collaborated closely with team members to achieve project objectives and meet deadlines.
• Developed quality assurance protocols, cutting order errors and returns by 100%, and reducing operational costs.
• Led a team of 10 associates, streamlining team allocation and report management, resulting in a 25% reduction in SLA, and higher customer satisfaction.

Core Competencies:

• Workflow Automation | Process Improvement | SLA Management |Team leadership.
• Utilized project management techniques to coordinate activities within complex workflow environments.
• Managed the flow of information between departments, ensuring accuracy and timeliness.
• Created documentation outlining workflow processes, roles, responsibilities and timelines.
• Collaborated with stakeholders to define business requirements for new or modified workflows.
• Increased overall efficiency annually.
• Data Analysis | Quality Assurance | Strategic Planning | Stakeholder collaboration.

Professional Impact:

• Enhanced operational efficiency, reduced costs, and improved customer satisfaction through data-driven decision-making, and innovative problem-solving.
• Supported risk management and implemented process changes, ensuring seamless operations and compliance with industry standards.
• Fostered a collaborative environment, contributing to team performance, and organizational growth.
• Scheduled projects in alignment with available resources while maintaining focus on client expectations.
• Coordinated project plans and reviewed with stakeholders and clients to ensure alignment of expectations.
• Implemented unique methods and methodologies, which helped reduce, and resolve issues.
• Partnered with risk management and technical teams to test merger and liquidation processes, promoting streamlined workflows for clients and company.
• Conducted research and analysis to identify process gaps and inefficiencies.
• Optimized processes to increase productivity and efficiency while reducing corporate expenses.
• Collected, tracked and evaluated current business and market trend data.
• Maintained detailed records of all workflow activities including task assignments, deadlines.
• Recognized by management for providing exceptional customer service.
• Managed inventory and supplies to ensure materials were available when needed.
• Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
• Worked with management team to improve workflows and eliminate unnecessary tasks.
• Maintained up-to-date knowledge of industry trends and best practices.
• Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.

• Recognized by management for providing exceptional customer service.
• Negotiated and settled over 100 delinquent accounts, resulting in a 15% increase in overall collection efficiency, and a reduction in bad debt expenses.
• Implemented new collection procedures that resulted in a 25% decrease in average days sales outstanding, improving overall cash flow, and financial stability.
• I worked as a collection specialist to ensure proper payment from the customers for the ACT broadband services within the SLA, to make sure that there is a positive return on the company's investment through proper team management by building rapport between the company and the customers.
• Completed day-to-day duties accurately and efficiently.
• Improved collections rate by 75% by implementing a proactive communication strategy, resulting in a 100% reduction in outstanding accounts, and improved cash flow.
• Prepared documentation required for collection and repossession activities.
• Analyzed account histories, monitored payments, reconciled discrepancies and updated customer information in the database.
• Reviewed accounts to determine payment plan compliance.
• Completed skip traces on customers failing respond to collection efforts.
• Received payment and posted to appropriate customer accounts.
• Arranged for debt repayment and established repayment schedule based on customer finances.
• Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
• Negotiated credit extensions and waivers when necessary.
• Negotiated payment plans with delinquent account holders to facilitate debt resolution.
• Utilized various communication channels to contact debtors and negotiate settlements.
• Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
• Answered incoming calls from customers seeking assistance with product or service-related issues.
• Collaborated with new customers to give details about company offerings.
• Generated new sales opportunities through direct telephone selling.
• Responded to customer inquiries in a timely manner, providing accurate information and solutions.
• Assisted with customer requests and answered questions to improve satisfaction.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

• I worked as a retention specialist for a leading network service provider named Bharti Airtel Limited, which is a client company for Altruist Customer Management India Private Limited.
• Provided support and guidance to colleagues to maintain a collaborative work environment.
• Here, I worked to ensure retaining the customer by providing all possible plans, benefits, and tariffs through outbound calling, which led us to build a well-maintained and satisfactory customer base. Overall, this job was a great way for me to build essential workplace skills, such as how to communicate with customers, how to work as part of a team, and the importance of representing the company in a positive manner.
• Optimized retention processes, resulting in a 100% increase in customer retention rates.
• Ensured quality assurance, and improved customer experience management.
• In domestic voice calling, performed quality controls, resulting in a 100% improvement in production KPIs, ensuring compliance, and maintaining high operational standards.
• Mentored junior retention specialists, sharing knowledge and best practices to enhance team performance.
• Developed strategies to improve customer experience and increase loyalty.
• Prepared and delivered presentations to senior management on retention metrics and improvement plans.
• Referred unresolved customer service issues to designated departments for investigation.
• Obtained and examined relevant information to validate customer complaints and determine possible causes.
• Resolved escalated issues from customers in a timely manner.
• Tracked and reported on key performance indicators related to customer retention and satisfaction.
• Worked closely with sales team members to ensure successful onboarding of new clients.
• Established performance benchmarks for retention activities and monitored team's progress against these goals.
• Analyzed customer feedback and developed new techniques to ensure customer retention.
• Received information regarding identified problems and devised responses to satisfy concerns.
• Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
• Participated in cross-functional teams dedicated to developing innovative solutions for reducing churn rate.
• Adhered to scripted responses and standardized plans to address problems.
• Conducted market research to identify potential clients and new business opportunities.