Manoj M Email and Phone Number
With over 12 years of expertise in leading high-performing teams and driving operational excellence, I am passionate about delivering exceptional customer experiences and optimizing workflows in dynamic, fast-paced environments. My core competencies include process improvement, customer success, workforce management (WFM), data-driven decision-making, and cross-functional collaboration.Throughout my career, I’ve successfully managed teams of up to 60 specialists, providing support to global clients in sectors such as vacation rentals, SaaS implementation, and research analytics. By leveraging tools like Power BI, Google Data Studio, and Excel, I have consistently improved customer satisfaction metrics, reduced churn, and identified growth opportunities through upselling and cross-selling.Key achievements include:Leading and Managing Teams: Spearheaded operations for international voice processes, managing customer service teams and ensuring consistent achievement of KPIs such as CSAT, NPS, and FCR.Client Success and Onboarding: Managed over 100 client accounts, streamlining onboarding processes and fostering long-term client relationships.Data Analytics and Process Optimization: Utilized data visualization tools to provide actionable insights that drove efficiency and quality, implementing Kaizen methodologies for continuous improvement.SaaS Implementation and Training: Led successful implementations of SaaS platforms like Hubspot, Microsoft Dynamics, Guesty, etc. providing personalized training for teams and clients to ensure smooth adoption.Awards: Recognized with the Hawk Eye Award at Infognana Solutions and the CEO's Achievers Award at TTK Services for outstanding leadership and customer success.I am deeply committed to fostering a collaborative, growth-oriented work environment while continually seeking opportunities to innovate and improve. Currently seeking to leverage my skills in operations, customer success, and data analytics to make a meaningful impact in new challenges.
Peoplehum
View- Website:
- peoplehum.com
- Employees:
- 155
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Head Of Customer Success | Leadership • Enablement • Retention • GrowthPeoplehumBengaluru, Ka, In
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Customer Success ManagerPeoplehum Feb 2024 - PresentBengaluru, Karnataka, IndiaDriving customer satisfaction, engagement, and success by fostering meaningful partnerships and delivering exceptional support.🔹 Customer Onboarding:Lead a smooth and efficient onboarding process for customers to maximize their early adoption of PeopleHum.Provide tailored training sessions to ensure users understand and leverage the platform effectively.🔹 Customer Support:Act as the primary point of contact for resolving customer issues and queries with prompt and effective solutions.Monitor support tickets and ensure high First Contact Resolution (FCR) rates to enhance customer experience.Collaborate with technical teams to address and resolve escalated issues while keeping customers informed throughout the process.🔹 Customer Engagement:Build strong, trust-based relationships by understanding customer goals and delivering consistent value.Conduct regular account reviews to identify areas of improvement and drive customer success initiatives.🔹 Revenue Accountability:Partner with sales teams to identify upselling and cross-selling opportunities that align with customer needs.Mitigate churn risks and drive contract renewals to achieve growth and retention goals.🔹 Customer Advocacy:Be the voice of the customer, relaying feedback to product and marketing teams to drive meaningful improvements.Conduct surveys and collect insights to develop actionable plans that enhance customer satisfaction.
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Operations Head | Customer Success | Wfm | Data Analytics | Project ManagementInfognana (Ig) Solutions Jun 2019 - Apr 2024Coimbatore, Tamil Nadu, India•Managed a team of 60 members, ensuring effective WFM to utilize resources efficiently in the international voice process with clients from the USA, UK, and Australia. •Onboard new clients and ensure a smooth transition from sales to customer success.•Managed over 100 client accounts, ensuring that all client commitments were met, consistently delivering on expectations, and maintaining a high level of client satisfaction.•Managed escalated customer concerns, providing timely and effective resolutions to maintain customer satisfaction. •Build and maintain strong relationships with key stakeholders.•Collaborate cross-functionally with sales, marketing, and product teams to align on customer goals and needs.•Work on customer retention strategies to reduce churn and improve loyalty.•Serve as the voice of the customer by gathering and sharing feedback with internal teams.•Resolve customer concerns by coordinating with support and other internal teams.•Monitor contract renewals and engage with customers to ensure satisfaction and secure renewals.•Prioritized and assigned work to meet deadlines, ensuring timely completion of all tasks.•Identify upselling and cross-selling opportunities to drive additional value for customers. •Conducted regular one-on-one coaching sessions, focusing on performance improvement, career development, and attendance adherence. •Utilized Power BI, Google Data Studio, and Excel to visualize and analyze team performance and customer satisfaction metrics. •Designed and delivered comprehensive training programs to enhance team skills and knowledge. •Initiated and drove process improvements using Kaizen methodologies, resulting in enhanced efficiency and quality standards. •Developed and implemented new operational strategies to streamline workflows and reduce operational bottlenecks. •Partnered with HR to manage resource requirements, plan recruitment, and reduce attrition rates. -
Associate Operations Head | Customer Experience | Wfm | Data Analytics | Project ManagementInfognana (Ig) Solutions May 2017 - Jun 2019Coimbatore Area, India•Supervised daily operations of the customer support team, ensuring SLAs and KPIs were consistently met. •Serve as the voice of the customer by gathering and sharing feedback with internal teams.•Resolve customer concerns by coordinating with support and other internal teams.•Monitor contract renewals and engage with customers to ensure satisfaction and secure renewals.•Maintain detailed records of customer interactions and provide regular status reports to management. •Conducted regular performance evaluations, setting individual and team goals to drive continuous improvement. •Led data analytics efforts to provide actionable insights on customer service performance, improving processes and issue resolution times.•Provided actionable feedback to team members, fostering a culture of growth and excellence. •Led training sessions focused on enhancing technical skills, customer service, and operational procedures. •Introduced new processes to improve team efficiency, resulting in faster issue resolution and higher customer satisfaction. •Collaborated with QA and Analytics teams to refine processes and improve overall team performance.
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Assistant Team Lead - Research & Analytics DivisionGetfriday May 2014 - Apr 2017Bengaluru Area, IndiaIn just 1.5 years, I achieved rapid promotion to Assistant Team Lead within the Research & Analytics Division, demonstrating exceptional performance and dedication. #I effectively managed and motivated a team of researchers, fostering a collaborative and productive work environment. By successfully managing multiple research projects, I ensured their timely completion, meeting or surpassing stakeholder expectations. #I maintained transparent communication with stakeholders, building strong relationships based on trust and effective collaboration. Actively seeking opportunities for process improvement and innovation, I introduced new research methodologies and tools, resulting in deeper insights and enhanced results. My consistent dedication, drive for excellence, and commitment to achieving results led to my rapid promotion and earned the recognition and trust of senior management. I thrive in challenging and fast-paced environments, effectively leading teams, managing projects, and exceeding expectations. I look forward to continuing to contribute significantly and drive success within the Research & Analytics Division. -
Research ExecutiveGetfriday Aug 2012 - Apr 2014Bengaluru Area, IndiaIn my role within the Research & Analytics Division, I successfully completed a wide range of assigned tasks and projects. These included conducting secondary research, competitor analysis, industry research, company profiling, industry reports, contact discovery, and product search. By diligently carrying out these tasks, I contributed to the generation of valuable insights and informed decision-making.Additionally, effective communication with clients was a key aspect of my responsibilities. I regularly engaged with clients to discuss the assigned tasks and projects, ensuring a clear understanding of their requirements and expectations. By maintaining open lines of communication, I fostered strong client relationships and delivered results that aligned with their needs.Through my ability to efficiently complete assigned tasks and effectively communicate with clients, I played a vital role in supporting the Research & Analytics Division and contributing to its success.
Manoj M Skills
Manoj M Education Details
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Kg College Of Arts And Science (Kgcas)Computer Technology -
Kumaraswamy Matriculation SchoolPhysics, Maths, Chemistry And Computer Science
Frequently Asked Questions about Manoj M
What company does Manoj M work for?
Manoj M works for Peoplehum
What is Manoj M's role at the current company?
Manoj M's current role is Head of Customer Success | Leadership • Enablement • Retention • Growth.
What schools did Manoj M attend?
Manoj M attended Kg College Of Arts And Science (Kgcas), Kumaraswamy Matriculation School.
What are some of Manoj M's interests?
Manoj M has interest in Social Services, Children, Politics, Education, Environment, Science And Technology, Disaster And Humanitarian Relief, Animal Welfare, Arts And Culture.
What skills is Manoj M known for?
Manoj M has skills like Team Management, Microsoft Office, Market Research, Data Analysis, Online Research, Contact Discovery, Microsoft Excel, Project Management, Business Analysis, Research, People Management, Infinys.
Who are Manoj M's colleagues?
Manoj M's colleagues are Piyush Egade, Akshat Doshi, Mahi Pillai, Shinthan Durairaj, Ananya Karthik, Supriya Kumari, Simran Patel.
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