Open to opportunities

Nesh Manku

@neshmanku

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Experienced Customer Care Manager with a focus on team growth.

United Kingdom

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What I'm looking for

I seek a role that values team collaboration and offers opportunities for growth.

With over 20 years of experience in Customer Care and Leadership, I am dedicated to achieving both business-as-usual and strategic objectives. My passion lies in onboarding and developing global teams to meet service level agreements (SLAs) while fostering customer and employee loyalty. I thrive on building strong teams and relationships, leading discussions, and driving process improvements through effective use of KPIs.

In my current role at EastWay Services, I lead a department that operates 24/7, ensuring that the voice of the customer is heard and acted upon. My responsibilities include managing customer contact, resolution, and escalations, as well as collaborating with key stakeholders to identify customer roadmaps. I have a proven track record in project management, having successfully overseen multiple initiatives that enhance customer satisfaction and drive business results.

Throughout my career, I have developed a strong technical background, particularly in payment systems and CRM tools. I am committed to continuous improvement and employee engagement, which I believe are essential for achieving high levels of customer satisfaction and loyalty.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Manager

Current

EastWay Services

Jan 2022 - Present (3 years 4 months)

Leads 24/7 customer care operations, focusing on customer contact, resolution, and escalations. Drives team development and process improvements to enhance customer loyalty and cross-functional collaboration, utilizing CRM tools like SFDC, JIRA, and REMEDY.

Customer Care Leadership SLA Management CRM SFDC Jira Remedy Process Improvement Cross Functional Collaboration

Global Customer Care Manager

ACI Worldwide Ltd

Jan 2003 - Dec 2022 (19 years 11 months)

Project managed multiple initiatives from implementation to production, establishing clear rhythms and processes through employee engagement and customer satisfaction. Led global teams, managed executive-level customer escalations, and drove results on key operating metrics and strategic business planning.

Project Management Customer Escalation Employee Engagement Customer Satisfaction Team Leadership Technical Support Product Management Strategic Planning

Technical Analyst / Team Lead Customer Care

Cap Gemini Ernst & Young

Jan 2002 - Dec 2003 (1 year 11 months)

Provided Level 1 and 2 technical support to customers, managing real-time systems on HP Nonstop Platforms. Handled daily operations, settlement, and batch processing for financial market entities, including backups and restores on HP/UNIX platforms.

Technical Support Unix Real Time Systems Batch Processing Backup Customer Care

Education

Degrees, certifications, and relevant coursework

Accelerate Leadership Program

Leadership Program, Leadership

Activities and societies: Career Development, Engaging & Influencing an Executive. Leading functions 24 hours a day, 356 days a year while Develop Personal & Team Branding with Customers. Drive for Results, Innovation, Reflection & Engagement with Forecasting. Working closely with Key Stakeholders such Dashboarding, periodically. Understanding Change Management by creating an Accelerated Culture.

Participated in a comprehensive leadership program focusing on career development and executive influence. Gained skills in leading global functions, driving results, and fostering innovation. Developed personal and team branding strategies while understanding change management principles.

City & Guilds

Qualification, Team Leading

Activities and societies: Team Leading, Time Management on Resource Capacity. Cross Functional Collaboration and Customer Experiences Incident Management with CRM Tools such as SFDC, JIRA, REMEDY. Service Desk Operations. KPI Reporting.

Completed a program focused on team leading and effective time management for resource capacity. Engaged in cross-functional collaboration and customer experience improvement initiatives. Gained proficiency in incident management using CRM tools like SFDC, JIRA, and REMEDY, alongside service desk operations and KPI reporting.

Bank of England

Certification, Security Program

Activities and societies: Bank of England Security Program for London & Irish Stock Exchange Processing, Planning, Helpdesk Support & Problem Management.

Completed a security program focused on London & Irish Stock Exchange processing. Gained expertise in planning, helpdesk support, and problem management within a financial context.

Thames Valley University

B.Sc. Honors, Computer Management with Information Systems

Grade: Honors

Activities and societies: Advanced System Development, Information Management, Data Gathering with Problem Management, Operations & Quality Reporting. Driving results on Key Operating Metrics & Strategic Business Planning.

Earned a B.Sc. Honors in Computer Management with Information Systems. Studied advanced system development, information management, and data gathering techniques. Focused on problem management, operations, and quality reporting, driving results through key operating metrics and strategic business planning.

EMERGENETICS

Profile, Personal Development

Activities and societies: Revealing Preferences & Potential. Conceptual = 35% Visionary & Creative Thinking, Analytical = 29%, Social = 30%, Structural = 6%.

Completed a personal profiling assessment to reveal preferences and potential. Gained insights into conceptual, analytical, social, and structural thinking styles. This helped in understanding personal strengths and areas for development.