Maneesha Pm
@maneeshapm
I build and automate CX operations, teams, and support platforms.
IndiaWhat I'm looking for
At PaperBoat, I lead blended in-house and BPO CX teams resolving consumer, customer, and stakeholder complaints across voice, email, WhatsApp, and chat.
I build support operations from scratch, including SOPs, escalation matrices, SLA policies, role-based workflows, quality governance, and KPI reporting. I also manage the B2B distributor lifecycle from onboarding through deactivation.
I own requirements, configuration, testing, and go-live for Freshdesk, Freshchat, Exotel, and Yellow.ai. My no-code chatbot deflects 60–70% of inbound distributor queries, while IVR automation improved voice TAT by 35–45%.
Previously at Head Digital Works, I managed complex customer escalations, queue operations, training, quality audits, and product issue escalation. I work closely with Sales, Product, Engineering, vendors, and C-level leaders to turn recurring operational problems into practical solutions.
Experience
Work history, roles, and key accomplishments
Assistant Manager – CX Operations & Automation
Hector Beverages Pvt. Ltd. (PaperBoat)
Sep 2024 - Present (2 years)
Leads a blended team of in-house specialists and a BPO partner, owning end-to-end resolution of consumer, customer, and stakeholder complaints across voice, email, WhatsApp, and chat. Manages the full lifecycle of support and automation platforms, including requirements gathering, configuration, testing, and go-live.
Assistant Team Lead – Client Operations
Head Digital Works
Feb 2020 - Sep 2024 (4 years 7 months)
Managed escalations and complex configuration/technical issues for B2C customers, ensuring accurate, on-time resolution within SLA commitments. Coordinated workload distribution and queue management across a distributed team during high-volume periods.
Education
Degrees, certifications, and relevant coursework
Udemy
Microsoft Excel Certification, Microsoft Excel
Completed Microsoft Excel Certification on Udemy in 2024.
Aryanet Institute of Technology
Bachelor of Technology, Computer Science and Engineering
2013 - 2017
Bachelor of Technology in Computer Science and Engineering from Aryanet Institute of Technology, completed in 2017.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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