Manoj Salve

Exela Technologies

Jul 2021 - Present • Current

Managed relationships with US-based enterprise clients for the Digital Mail Roomsolution, enabling customers to replace physical mail with a secure, end-to-end digital platform. Acted as the single point of contact for client stakeholders, handling service requests, escalations, and feedback while ensuring high levels of customer satisfaction. Translated customized customer requirements into clear delivery plans, coordinating with internal teams to ensure solutions were implemented accurately and on time. Partnered with Sales to understand contracted services and created customer success plansaligned with client business goals and product capabilities. Worked closely with Project Managers, engineers, and developers to design improvement plans, resolve issues through root cause analysis (RCA), and minimize repeat incidents. Monitored service performance and delivery milestones, ensuring 100% adherence to contractual SLAs and reducing turnaround time for issue resolution by 20%. Proactively reviewed client processes and advised on process optimization opportunities, helping clients improve operational efficiency and drive measurable ROI from the platform. Led regular client reviews to track progress, share performance insights, and strengthen long-term partnerships, contributing to a 15% improvement in client retention. Introduced adjacent solutions and upcoming roadmap features, supporting account expansion and helping increase product adoption across existing customers. Collaborated cross-functionally with Sales, Engineering, and Product teams to ensure customer requirements were prioritized and delivered without impacting platform stability.

ConnectWise India Pvt. Ltd

Jun 2017 - Jul 2021 • 4.1 yrs

Led and managed a 20-member team of agent-cum-engineers, overseeing day-to-day service delivery operations across multiple shifts to ensure uninterrupted support and SLA adherence. Motivated, coached, and mentored team members to improve technical competence, service quality, and overall productivity. Supervised handling of network and security incidents, ensuring timely triage, investigation, escalation, and resolution in line with defined incident management processes. Initiated and strengthened the Incident Management framework within the SOC, including incident logging, tracking, root cause analysis, and closure reviews. Actively monitored and reviewed the Incident Tracker, ensuring accurate documentation, accountability, and continuous improvement in response handling. Implemented preventive measures and proactive monitoring, helping reduce the number of recurring incidents and improve system stability. Drove improvements in Turnaround Time (TAT) for incident resolution by streamlining workflows, clarifying escalation paths, and improving team coordination. Identified and implemented process enhancements that increased team efficiency and significantly reduced customer complaints. Collaborated closely with functional managers and stakeholders to ensure availability of required resources, tools, and skills to meet service delivery commitments. Prepared and shared performance and service delivery reports, providing management with clear visibility into team productivity, incident trends, and SLA compliance. Conducted performance appraisals, created individualized development and training plans, and proactively addressed performance gaps to strengthen team capability and engagement.

Brainbees Solutions Pvt. Ltd (FirstCry)

Nov 2014 - Feb 2017 • 2.3 yrs

Led and mentored a 15-member customer support team, ensuring consistent adherence to KPIs, SLAs, and quality benchmarks aligned with organizational goals. Monitored daily performance metrics including call volumes, average handling time, and resolution rates, providing timely coaching and feedback to reduce errors and improve service quality. Managed 40–60 inbound/outbound calls per agent per day (average call duration: 4–5 minutes), maintaining high productivity across multiple shifts. Achieved strong resolution outcomes with 85–90% queries resolved on the first call, 5–8% within 24 hours, and 1–2% within 1–3 days, ensuring minimal backlog and high customer satisfaction. Prepared and shared performance dashboards and MIS reports, tracking team productivity, individual performance ratings, and service trends for management review. Acted as the primary escalation point for client and customer concerns, handling complex cases efficiently and ensuring timely closure. Implemented customer retention measures by offering coupons or freebies to dissatisfied customers, helping recover service experience and improve CSAT scores. Provided clear direction and motivation to the team by setting objectives, communicating expectations, and fostering a positive, performance-driven work culture. Served as the single point of contact for operational issues and service requirements, ensuring seamless coordination with internal stakeholders. Arranged and managed after-hours and on-call support, ensuring uninterrupted operations and service continuity across shifts.

Mphasis

Jun 2007 - Oct 2014 • 7.3 yrs

Managed end-to-end Motor Insurance claims lifecycle, from First Notification of Loss (FNOL) through final settlement, ensuring accuracy, timeliness, and customer satisfaction. Set up and processed claims on mainframe systems, coordinating closely with UK clients, brokers, garages, and third-party suppliers to gather documentation and resolve queries efficiently. Maintained detailed records of settled cheques and claim payments, ensuring compliance with internal controls and audit requirements. Collaborated with cross-functional teams (claims, finance, suppliers) to align daily operations with business objectives and service-level agreements (SLAs). Performed quality analysis on claims handled, identifying gaps and improvement areas to enhance turnaround time and accuracy. Prepared, analyzed, and maintained MI (Management Information) reports in line with UK insurance standards, supporting performance tracking and management reviews. Ensured strict adherence to regulatory guidelines, data accuracy, and documentation standards, contributing to consistent service quality and compliance.