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, India06-2019
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