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manisha kushwaha

@manishakushwaha

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Application support professional at Amdocs who improved incident resolution time by 20% and maintained 99.9% uptime.

India

Message

At Amdocs, I managed application incidents and service requests, using root cause analysis and workflow improvements to reduce resolution time by 20%. I supported business-critical systems while maintaining 99.9% uptime and 100% SLA compliance.

I used advanced Microsoft Excel to automate recurring reports, saving 10+ hours weekly, and maintained SOPs and knowledge base articles in line with ITIL practices. Earlier, at Amazon, I handled customer support and CRM documentation; at Byjus, I maintained sales records and supported business development.

Experience

Work history, roles, and key accomplishments

Technical and Business Operation Agent

Amdocs

Apr 2021 - Sep 2025 (4 years 5 months)

Managed and resolved application incidents and service requests, performing root cause analysis and coordinating permanent fixes with development teams. Provided end-to-end application support for business-critical systems, maintaining 99.9% uptime and 100% SLA compliance.

Incident Management Application Support Root Cause Analysis SLA Compliance Excel Pivot Tables V Lookups Macros Data Analysis Reporting ITIL SOPs KB Articles Business Analysis Requirements Gathering Team Leadership

Business Development Executive

Byjus

Sep 2020 - Jan 2021 (4 months)

Logged and maintained accurate daily sales activity records in CRM systems, supporting data-driven decision-making. Counselled aspirants on Byju's IAS product through outbound calls, emails, and chats, tailoring solutions to their learning needs.

CRM Sales Customer Relationship Management Communication Skills Sales Strategy

Customer Support Associate

Amazon

Sep 2018 - Feb 2020 (1 year 5 months)

Received, processed, and monitored customer purchase orders and maintained accurate CRM documentation while handling approximately 80-90 calls, chats and emails per day. Resolved customer queries and product and service issues to achieve high satisfaction levels.

Customer Support CRM Order Management Escalation Handling Mentorship SOPs Communication Skills