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
Expert Excel capabilities
RTS Siebel support
Microsoft Azure
Analytical issue examination
Verbal and written communication
Client query management
Effective time allocation
Effective teamwork capabilities
Decision-making and guidance
KPI analysis skills
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