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Manoj Kumar

@manojkumar79

Customer Support Representative at Cognizant Technology Solutions, resolving application issues and managing customer cases.

India

Message

At Cognizant Technology Solutions, I handled high-volume customer requests, troubleshot application and process issues, documented resolutions, and escalated cases that needed further investigation.

At Alorica, I helped onboard customer support associates through training sessions and guidance on support processes and applications. Earlier, I provided Tier 1 support at 24/7.ai and customer service at Concentrix Pvt. Ltd., following troubleshooting steps and keeping customers updated on unresolved cases.

Experience

Work history, roles, and key accomplishments

Senior Process Executive

Cognizant Technology Solutions

Sep 2023 - Dec 2025 (2 years 3 months)

Handled customer and user requests in a high-volume environment, maintaining accuracy, quality, and turnaround time. Provided clear troubleshooting steps and resolution updates through email and support channels.

Customer Support Tier 1 Support Email Support Application Troubleshooting Case Management Escalation Management Documentation Follow up Management Quality Assurance Time Management

Training & Customer Support Associate

Alorica

Jul 2022 - Apr 2023 (9 months)

Assisted in onboarding new customer service associates through training sessions and helped teammates understand processes, tools, and communication guidelines. Maintained training documentation and provided feedback on customer interactions.

Training Onboarding Customer Support Documentation Knowledge Sharing Communication Skills

Senior Customer Service Associate

Concentrix Pvt. Ltd.

Oct 2020 - Jun 2022 (1 year 8 months)

Handled customer inquiries and service requests in a high-volume support environment, troubleshooting issues and providing step-by-step solutions. Documented interactions and escalated cases requiring further investigation.

Customer Support Troubleshooting Case Management Documentation Escalation Management Quality Assurance Time Management

Advisor

24/7.ai

Mar 2019 - Aug 2020 (1 year 5 months)

Provided Tier 1 customer support by identifying user issues, performing basic troubleshooting, and resolving or escalating cases based on established procedures. Maintained high professionalism and quality in a high-volume environment.

Customer Support Tier 1 Support Troubleshooting Case Management Escalation Management Documentation Quality Assurance