Manishkumar Murugaraj
Summary
Results-driven and detail-oriented professional with extensive experience in workforce analysis, customer service, and technical support. Proven expertise in managing workforce scheduling, performance reporting, and SLA adherence to optimize operational efficiency. Skilled in troubleshooting solar systems and providing clear technical solutions, ensuring high customer satisfaction and retention. Strong background in case management, escalation handling, and process improvement, with a focus on enhancing customer experiences and team performance. Adept at using CRM tools such as Salesforce, Dial-pad, and advanced Excel to analyze data and drive decision-making. Known for excellent communication skills, problem-solving ability, and a collaborative approach to achieving business goals. Committed to delivering exceptional service in fast-paced environments, contributing to both operational success and customer loyalty.
Overview
3
3
years of professional experience
Work History
Workforce Analyst
SolarZero
05.2024 - 11.2024
- Planned and managed workforce schedules, forecasts, and staffing coverage to meet SLAs and optimize operational efficiency.
- Monitored agent performance using CRM tools, analyzing KPIs such as CSAT, NPS, and call quality, providing detailed reports for management.
- Streamlined case workflows, ensuring SLA adherence and resolving customer issues in a timely manner.
- Supervised customer service operations, enhancing satisfaction through proactive problem-solving and escalation management.
- Collaborated with training and quality teams to roll out new processes and tools, ensuring operational excellence and team readiness.
- Organized team meetings, provided feedback, and worked with international teams to enhance service delivery.
- Addressed customer feedback, escalated high-priority cases to leadership, and mitigated reputational risks.
- Troubleshoot solar systems, analyzed energy performance, and provided tailored technical and billing solutions.
- Proficient in using Salesforce CRM, Dial-pad, Microsoft Office, and advanced Excel for data analysis and reporting.
Energy Specialist
SolarZero
04.2022 - 04.2024
- Managed inbound and outbound customer service calls, addressing solar energy and billing inquiries with professionalism and efficiency.
- Provided remote troubleshooting for solar systems, resolving technical issues and educating customers on system performance and energy-saving practices.
- Conducted thorough case investigations, resolving escalated issues and ensuring customer satisfaction.
- Analyzed electricity usage, tariffs, and billing structures, helping customers optimize energy consumption.
- Assisted sales team with lead conversion by offering detailed product knowledge and energy-saving insights.
- Developed and maintained comprehensive FAQs and troubleshooting guides to enhance team efficiency and customer self-service.
- Coordinated with internal teams using Salesforce CRM to ensure timely issue resolution.
- Delivered high-quality support in a fast-paced environment while maintaining strong organizational and time management skills.
- Consistently achieved high customer satisfaction through effective complaint resolution and technical problem-solving
Customer Service Representative
RaD Car Hire
07.2021 - 04.2022
- Delivered exceptional customer service, managed bookings, and addressed inquiries with professionalism.
- Handled daily email correspondence, scheduled vehicle bookings, and ensured operational efficiency.
- Explained rental agreements and vehicle features to customers, ensuring clarity and legal compliance.
- Generated invoices, processed payments via cash, credit card, and direct billing, and reconciled receipts with financial reports.
- Verified service records and ensured compliance for vehicle rentals.
- Assisted customers with transport to and from the airport, fostering positive experiences and customer loyalty.
- Participated in promotional activities to support branch growth and increase customer retention.
- Analyzed budgets and financial statements to support achievement of sales goals and profitability.
- Exceeded sales targets by providing excellent customer service and effective communication during calls.
Education
Graduate Diploma - Business & Sustainability - Business & Sustainability
Lincoln University
Lincoln, New Zealand, NZ11-2020
BBA - Business Administration And Management
GRD College of Arts & Sciences
GRD College Of Arts & Sciences07-2017
Skills
- Workforce Management & Coordination
- Customer Service Excellence
- Technical Support & Troubleshooting
- Escalation & Case Management
- Performance Reporting & KPI Analysis
- Sales Support & Lead Conversion
- Problem-Solving & Critical Thinking
- Financial & Operational Management
- Excel & MS Office Suite Proficiency
- Problem-Solving & Critical Thinking
Reference
Matt (Manager). Jennifer (Manager)
Rad Car Hire Lightforce
027 4990770 021 1955733
Timeline
Workforce Analyst
SolarZero
05.2024 - 11.2024
Energy Specialist
SolarZero
04.2022 - 04.2024
Customer Service Representative
RaD Car Hire
07.2021 - 04.2022
Graduate Diploma - Business & Sustainability - Business & Sustainability
Lincoln University
BBA - Business Administration And Management
GRD College of Arts & Sciences
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