Open to opportunities

Sagar Mani

@sagarmani

Message

I resolve ecommerce customer issues across multichannel support, SLA-driven workflows, and client service operations.

India

Message

What I'm looking for

I'm looking to continue delivering high-quality multichannel customer support and client service, using ecommerce and helpdesk workflows to resolve issues efficiently, improve customer satisfaction, and strengthen support processes.

I'm currently supporting UK ecommerce brands through Excevo, resolving order tracking, returns, exchanges, delivery updates, and product queries across email, live chat, and ticketing.

I've worked in Shopify, Zendesk, and Gorgias to manage customer requests, maintain each brand's voice, escalate high-risk issues, and improve response consistency through knowledge base articles and canned responses. I also support onboarding by documenting FAQs and brand-specific workflows.

At Nayagara Technologies, I managed client support for National Australia Bank and Shop Wave Retail Solutions, handling service requests, data queries, system access, application issues, and production deployments. I partnered with development, operations, and QA teams to deliver fixes while meeting SLA and client satisfaction targets.

Earlier at Hinduja Global Solutions, I processed health insurance claims, resolved sensitive escalations, and coached team members on quality, call handling, and compliance.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Excevo

May 2025 - Present (1 year 4 months)

Delivers end-to-end customer support for UK ecommerce brands across email, live chat, and ticketing channels, ensuring fast and professional resolutions. Handles high-volume enquiries including order tracking, returns, exchanges, and delivery updates within SLA timelines.