Manuvel John
Senior Customer Support
Al Thumma,Doha
Summary
Commenced professional journey as a Supervisor in a non-MNC firm, building expertise in management and operations. Transitioned to a Technical Support Engineer role, excelling in diagnosing printer issues and providing effective solutions. Proven success in enhancing customer satisfaction through strong communication and problem-solving skills.
Overview
6
6
years of professional experience
4
4
Languages
Work History
Senior Support Engineer
HCLTech
03.2023 - 11.2025
- Managed customer inquiries efficiently, delivering professional and friendly support.
- Secured minimal downtime via effective diagnosis and swift resolution of printer technical problems.
- Coordinated dispatch of onsite engineers through Oracle, Siebel, and Snow platforms seamlessly.
- Transformed intricate technical data into accessible formats for better user clarity
- Uphold high customer service standards, greatly boosting satisfaction rates.
- Engaged with cross-functional teams to refine support procedures.
- Advanced resolve rate from 0.1% to 5% by skillfully facilitating customer issue identification
- Designed and instituted troubleshooting protocols, resulting in 30% improvement in incident resolution time.
- Guided cross-functional teams to enhance system performance, securing improved user satisfaction across diverse platforms.
- Trained junior engineers, promoting skill advancement that strengthened overall team efficiency and knowledge retention.
- Orchestrated root cause analysis for ongoing technical challenges, advancing systemic solutions and curtailing future incidents.
- Initiated proactive monitoring systems aimed at recognizing potential issues ahead of escalation into critical problems.
- Orchestrated training sessions for internal team members, advancing technical capabilities and expertise in vital domains.
- Alleviated ticket escalations by introducing knowledge base articles targeting prevalent client inquiries.
- Generated detailed documentation for technical procedures, facilitating consistency and correctness in problem resolution.
Operations - Executive - Operations
Conneqt Business Solutions
12.2022 - 03.2023
- Leveraged extensive skills in management to enhance operational effectiveness across functions.
- Showcased exceptional interpersonal abilities, understanding individual client needs thoroughly.
- Prioritized customer satisfaction by ensuring service delivery met or exceeded expectations.
- Proactively addressed customer issues, significantly improving overall service quality.
- Streamlined operational processes by leading cross-functional teams, cutting turnaround times effectively.
- Adopted data-driven approaches for better resource allocation and cost efficiencies.
- Created and upheld standard operating procedures to maintain compliance and consistency.
- Guided junior staff through mentorship on industry best practices, encouraging improvement.
CUSTOMER SUPPORT ASSOCIATE
SUTHERLAND GLOBAL SERVICE
03.2021 - 12.2022
- Provided customer services for major e-commerce companies, primarily for UK-based customers.
- Resolved complaints and concerns promptly, ensuring customer satisfaction.
- Implemented changes for proactive problem-solving and process improvement.
- Managed service and billing complaints, including exchanges, refunds, and adjustments.
- Developed positive customer relationships through effective communication and engagement.
- Customer Service Specialist
ASSOCIATE
RANDSTAD INDIA PVT LTD
07.2020 - 03.2021
- Ensured customer satisfaction and operational efficiency for a leading e-commerce company.
- Conducted reviews and implemented changes for swift issue resolution.
- Managed transactions, including refunds and exchanges, for positive customer experiences.
- Collaborated with teams to refine procedures and streamline operations.
- Customer Service Specialist
SUPERVISOR
KRIPA BAGS
08.2019 - 06.2020
- Led inventory management and quality control for operational efficiency and product integrity.
- Conducted thorough quality inspections, maintaining high standards.
- Optimized inventory processes for streamlined inspections.
- Prioritized safety and cleanliness, enforcing protocols for hazard-free workplace.
- Communicated effectively to facilitate swift corrective actions.
- Supervised and motivated inspection team, fostering accountability.
- Supported continuous improvement initiatives for enhanced processes.
- Generated insights from inspection data for informed decision-making.
- Inventory Control Supervisor
Education
BACHELOR OF TECHNOLOGY - MECHANICAL ENGINEERING
APJ ABDUL KALAM TECHNOLOGICAL UNIVERSITY
Muvattupuzha07.2019
Skills
Microsoft Office expertise
Timeline
Senior Support Engineer
HCLTech
03.2023 - 11.2025
Operations - Executive - Operations
Conneqt Business Solutions
12.2022 - 03.2023
CUSTOMER SUPPORT ASSOCIATE
SUTHERLAND GLOBAL SERVICE
03.2021 - 12.2022
ASSOCIATE
RANDSTAD INDIA PVT LTD
07.2020 - 03.2021
SUPERVISOR
KRIPA BAGS
08.2019 - 06.2020
BACHELOR OF TECHNOLOGY - MECHANICAL ENGINEERING
APJ ABDUL KALAM TECHNOLOGICAL UNIVERSITY