About

Manu H S is an experienced Assistant Manager at Motorola Mobility, a Lenovo Company, with over 8 years of relevant experience in customer relationship management, people management, vendor management, performance management, incident management, conflict management, E-tail support, service delivery, technical-support, coaching, resource optimization, quality, and new processes set-up. He is currently working as a Duty Manager at Microsoft. In his current role, Manu is responsible for managing multiple contact center sites in different APAC locations and executing all tasks encompassing customer service through various channels such as phone, chat, email, IM, Whats App, social media, forum, and chatbot. He is also responsible for driving all key KPI management such as CPC, CSAT, NPS, SLA, FCR, process quality & compliance, incident management & compliance audit at vendor site per Company Standard. Manu is known for his data-driven initiatives to keep improving processes & customer experience. In his previous role at Motorola, Manu was a Team Lead Manager, where he handled a team of 17+ and was responsible for meeting the Service Level Agreements, ensuring the work completed reflects service excellence and high success rate, and modeling and reinforcing effective performance. He was also responsible for hiring, training, development assessment, and performance evaluations to meet the expectations of the clients. Manu has a Master of Arts degree from Kuvempu University, Shankaraghatta, Shimoga, and a Bachelor of Arts degree from Bangalore University. He has a strong tech stack in QA and has significant accomplishments in ensuring customer satisfaction and retention by building good customer relations. Manu is known for his flexible hands at Microsoft word, Microsoft excel, and PPT. He has achieved month-on-month NPS targets in Motorola, won the best Tier 2 award for 2016, and retained the team advisers with 0% attrition for two consecutive years.