Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

SNEHAL MANGALAGATTI

Bangalore

Summary

Strategic and results-driven technical support leader with 5+ years of experience advancing customer success across SaaS, Ed-Tech, and connected vehicle platforms. Adept at leading support operations, optimizing service delivery, and aligning cross-functional teams to resolve complex technical challenges. Known for driving operational excellence, elevating customer satisfaction, and delivering scalable, high-impact solutions.

Overview

6
6
years of professional experience

Work History

Senior Technical and Customer Support Associate

Motorq
08.2024 - Current
  • Lead end-to-end management of customer support tickets by overseeing the Jira board, ensuring SLA-compliant task allocation, prioritization, and timely resolution of high-impact technical issues.
  • Drive continuous process improvement by analyzing support trends, producing detailed performance reports, and spearheading initiatives to streamline ticket workflows and elevate service quality.
  • Serve as the primary point of contact for OEM partners, resolving complex customer issues such as ownership overrides, enrollment failures, and vehicle data discrepancies with accuracy and efficiency.
  • Own and curate comprehensive knowledge assets, including SOPs, training materials, and documentation, to promote operational excellence and a culture of continuous learning.
  • Demonstrate cross-functional leadership by coordinating large-scale customer initiatives—such as capability assessments, credential migrations, and mass enrollments—ensuring precision, timeliness, and high customer satisfaction.

Product & Technical Support Manager

Twixor Inswit Software
04.2023 - 08.2024
  • Orchestrating service delivery on our CX Platform, I curate a dynamic knowledge base to empower users and elevate service benchmarks.
  • Ensuring seamless cross-team collaboration, I guarantee an impeccable customer support experience at every touch point.
  • Proficient in diverse communication channels, I engage users with precision through email, chat, or phone, employing active listening and prompt updates.
  • Focused on identifying trends, I lead continuous product enhancements to ensure a refined and evolving customer journey.
  • Conducting impactful product demos and training sessions, I facilitate a comprehensive understanding and seamless adoption of the software by customers.
  • Staying abreast of the latest updates and technologies through continuous training and self-study underscores my commitment to agility and excellence.

Technical Support

Twixor Inswit Software
02.2022 - 04.2023
  • Meticulously maintained an elevated standard of customer satisfaction by consistently delivering prompt and efficient support services.
  • Demonstrated technical expertise by successfully resolving an average of 30+ daily customer inquiries through articulate assistance via calls, emails, and chats.
  • Facilitated seamless cross-functional collaboration, skillfully resolving intricate issues to ensure comprehensive customer resolution.
  • Played a key role as a subject matter expert, actively contributing to training new team members and fostering knowledge-sharing through best practices dissemination.

Product Specialist

Byju's think and learn APP
11.2019 - 02.2022
  • Conducted exhaustive research on product technical specifications and conducted precise training sessions, ensuring clients' adept understanding of software applications and hardware devices.
  • Continuously deepened expertise in Byju's Think & Learn APP product line, staying attuned to the evolving landscape.
  • Provided unwavering technical support, resolving hardware and software issues with a 100% satisfaction rate among end-users.
  • Proficiently diagnosed and troubleshooted technical problems, spanning hardware malfunctions, software conflicts, network connectivity, and system crashes, leveraging remote access tools.
  • Collaborated with the Manager to efficiently escalate and resolve complex technical issues, contributing to streamlined operations.
  • Maintained meticulous documentation of technical issues, solutions, and troubleshooting steps to ensure a comprehensive knowledge base.
  • Stayed abreast of the latest industry trends and technologies, enabling the provision of up-to-date and informed technical support.

Education

Bachelor of Engineering - Electronics And Communications Engineering

K.L.E Institute of Technology
Hubli, India
06-2019

Skills

Hard Skills

Soft Skills

  • Project Management
  • Organization
  • Post Sales
  • Prioritization
  • Process Improvement
  • Team Work
  • Customer & Technical Support
  • Communication
  • Customer Service & Enquiries
  • Creativity
  • Documentation
  • Diplomacy
  • Planning and Scheduling

Accomplishments

  • Successfully led high-impact customer operations projects by coordinating across product, engineering, and OEM teams.
  • Introduced new ticket triage workflows that improved turnaround time and team efficiency.
  • Championed internal documentation drives to empower team onboarding and reduce ramp-up time for new hires.
  • Orchestrated the supervision of a 20-member team, showcasing adept leadership.
  • Spearheaded the training and guidance of technical support teams, exceeding 100 specialists.
  • Achieved a remarkable 100% increase in resolved job tickets from the previous year.
  • Instrumental in realizing a substantial 50% reduction in operational costs.
  • Collaborated seamlessly with a team of three to successfully onboard 300+ partner clients in just seven days.
  • Consistently acknowledged for delivering exceptional customer service, evidenced by positive feedback and consistently high customer satisfaction ratings.

Timeline

Senior Technical and Customer Support Associate

Motorq
08.2024 - Current

Product & Technical Support Manager

Twixor Inswit Software
04.2023 - 08.2024

Technical Support

Twixor Inswit Software
02.2022 - 04.2023

Product Specialist

Byju's think and learn APP
11.2019 - 02.2022

Bachelor of Engineering - Electronics And Communications Engineering

K.L.E Institute of Technology
SNEHAL MANGALAGATTI