Open to opportunities

Manju Gunasekaran

@manjugunasekaran

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Customer Support & Operations Team Lead driving SLA-driven excellence and offshore performance.

Mexico

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What I'm looking for

I’m looking for a leadership role in customer support & operations where I can own SLA/KPI performance, coach offshore teams, and use Salesforce and Power BI to drive continuous improvement and better customer outcomes.

I’m a Customer Support & Operations Team Lead with 8+ years of experience leading customer facing support in SaaS, enterprise and global operations environments. I direct escalations and dispute management, manage SLA/KPI/CSAT performance, and act as the bridge between offshore teams and US-based stakeholders to drive patient/customer satisfaction and continuous improvement.

I’m hands-on with Zen desk like ticketing systems, Salesforce CRM and Power BI—using quality monitoring and performance reporting to coach teams and improve first-contact resolution and resolution time. Previously at Maersk GSC as a Process Expert, I resolved complex issues by analyzing system logs and workflows, built knowledge base articles and SOPs, and supported cross-functional improvements; earlier, I owned O2C, accounts receivable and dispute management while also moving through sales roles.

Experience

Work history, roles, and key accomplishments

Team Lead - Customer Support

Capgemini

Jul 2024 - Oct 2025 (1 year 3 months)

Directed end-to-end dispute management across European regions while supervising offshore customer support representatives through coaching and structured performance reviews, achieving 98% SLA compliance across multi-channel queues. Monitored Salesforce case quality and documentation, led process improvements to reduce resolution time/boost first-contact resolution, and delivered Power BI operati

Customer Support Operations Dispute Management Escalation Handling Performance Reviews Process Improvement Power BI

Process Expert

Maersk GSC

Jun 2021 - Jul 2024 (3 years 1 month)

Handled global B2B customer support via email, chat, and ticketing, investigating complex issues using system logs, workflows, screenshots, and customer data to close resolution gaps. Collaborated with engineering, product, finance, and operations to improve customer experience, and produced recurring operational/performance reports along with knowledge base and SOP updates.

B2B Customer Support Ticketing Cross Functional Collaboration Operational Reporting

Process Associate (FedEx)

Capgemini

Feb 2019 - Jun 2021 (2 years 4 months)

Served as an SME for end-to-end O2C operations, managing remittance queries and accounts receivable/dispute workflows while ensuring accurate order fulfillment and shipment operations. Performed general ledger reconciliations for cash applications and led quality/root-cause activities to improve production reliability and reduce recurring issues.

SME Domains Expertise order fulfillment General Ledger Root Cause Analysis Quality Assurance

Sales Office

Axis Bank

Oct 2018 - Feb 2019 (4 months)

Managed inbound and outbound sales calls to drive consistent monthly target performance, while conducting field visits to engage corporate clients and strengthen partnerships. Tracked appointments, sales/complaints, and performance reporting for management review and supported account development strategies aligned to organizational goals.

Outbound Calling Lead Generation Client Management Sales Targets Sales Reporting Account Development Strategy

Acquisition Manager

IndusInd Bank

Jan 2018 - Oct 2018 (9 months)

Achieved customer acquisition targets through consultative sales, explaining pricing and product packages to address concerns and close deals. Supported onboarding via outbound administrative requests, and designed relationship strategies to improve customer engagement and drive business growth.

Customer Acquisition Consultative Sales Pricing And Packaging Deal Closing Outbound Administrative Requests Relationship Strategies

Customer Co-Ordinator

ICloud Technology Private Ltd.

Jul 2014 - Aug 2015 (1 year 1 month)

Supported enterprise clients with software licensing, server setup, and system configuration during deployments. Assisted with testing/validation and documentation, and coordinated with internal teams to resolve technical issues prior to/around release.

Software Licensing Setup System Configuration Technical Documentation Deployment