Manu Kumar Email & Phone Number

Delhi, India

Gurugram, Haryana, India

Gurugram, Haryana, India

As a Customer Care Manager at Shipmozo, my job role involves overseeing the efficiency and quality of the call center operations. I ensure smooth management of call flow, making sure that calls are answered promptly and handled effectively to meet customer service standards. Additionally, I'm the responsible for maintaining call quality, ensuring that the support provided is of high caliber, addressing customer needs while meeting internal benchmarks. Social media escalations also fall under my purview, where I handle and resolve customer issues raised on various platforms, ensuring prompt, professional, and satisfactory resolutions.

Noida Sector 15

As the Logistics Non-Delivery Report (NDR) Desk Manager my job role and responsibilities was overseeing all NDR-related tasks. I've to manage and track failed deliveries, ensuring that reasons for non-delivery were documented accurately and appropriate action was taken. I handled the resolution of these issues, coordinated with various teams such as customer service and operations, and ensured that proper follow-ups were in place. A key aspect of my role was data management and reporting. I gathered, analyzed, and maintained NDR data, identifying trends or recurring issues. This allowed for informed decision-making and improved logistics performance. Additionally, I compiled detailed reports to track NDR performance, presenting them to senior management to ensure continuous improvements in delivery efficiency and customer satisfaction.My position was a combination of attention to detail, problem-solving skills, and the ability to work under pressure in a fast-paced environment. By streamlining the NDR process, I contributed to reducing delivery failures and improving overall operational efficiency.

Noida, Uttar Pradesh, India

As a Senior Customer Executive at Rapido Bike Taxi, I played a crucial role in managing customer relations and ensuring customer satisfaction. My responsibilities involved handling a wide range of customer inquiries and complaints, addressing concerns promptly, and resolving issues to enhance the overall customer experience.Also this was my responsibility for data management related to non-paid customers, tracking and analyzing cases of unpaid rides, and ensuring proper follow-up actions were taken to resolve payment discrepancies. In addition, I managed data on extra travel distances of rides, working to ensure accurate billing and preventing any discrepancies related to ride distances. I was managing social media escalations. I monitored customer feedback and complaints across various social media platforms, responded to escalations, and worked towards resolving any negative customer experiences. By maintaining a proactive approach on social media, I helped in protecting the company's reputation and improving customer engagement.My position required excellent communication, problem-solving skills, and the ability to multitask in a fast-paced environment, contributing to Rapido's and Shopee's customer satisfaction and operational efficiency.