Headline

Manager- Client Service OPs| Engage2Excel | Bengaluru

About

I am currently working as a Manager - Client Service Operations at Engage2Excel, with a career spanning over three organizations: Diya Systems Mangalore, HiPower Support Center, and Engage2Excel. My journey has been defined by continuous growth, learning, and taking on new challenges. Engage2Excel At Engage2Excel, we design and deliver employee recognition and engagement programs that drive performance. I began as a Client Support Coordinator, progressed to Team Leader, and currently lead client service operations. Key Highlights: Provide management reporting on progress and volumes tackled. Oversee and manage all aspects of PM Coordinator members, including game plans, attendance, performance reviews, and one-on-ones. Source, train, coach, and develop staff. Plan and conduct new employee orientations to foster a positive attitude toward company goals. Advise CS management on strategic issues and seek solutions. Manage CS Order operations: generating invoices, splitting, handling back-order outreaches, and processing cancellation requests. T3 ticket dispatching and analysis of aging orders/requests. Previous Experience: Diya Systems Mangalore Configured and managed web servers for clients. Set up new user accounts, databases, and email accounts while troubleshooting website issues. Assigned user permissions and ownerships. Conducted backend database testing to ensure reliability and performance. Managed Linux server migrations, including handling large account transfers. HiPower Support Center Assisted players in creating new game accounts and resolving account-related issues. Educated players on gameplay, updates, and features through email support. Troubleshot issues related to platform switches (Google Play/Game Center). Investigated and resolved hacking and fraud-related concerns. Processed refunds for in-game currency and updated player profiles. With experience across these three organizations, I bring expertise in client services, operational excellence, and leadership to drive success in every role I undertake.

Location

Bengaluru

AI stack

claude

deepseek

glama

hedra

notebooklm

ChatGPT

Work experience

Manager - Client Services|Ops at Engage2Excel, Oct 2024 - Present · 2 yrs, India, Leading with a Focus on Client Success and Team Development, develop strategic innovations and analyze metrics.

Team Leader - Client Services at Engage2Excel, Aug 2023 - Oct 2024 · 1 yr 3 mos, Bengaluru, Karnataka, India

Client Support Coordinator at Engage2Excel, Feb 2018 - Aug 2023 · 5 yrs 7 mos, Bengaluru, Karnataka, India

Operations Senior Executive - Escalation Management at HiPower Support Centre, Feb 2015 - Dec 2017 · 2 yrs 11 mos, Bengaluru, Karnataka, India, Facilitating Account Creation: Assisting players in the seamless creation and configuration of new gaming accounts, ensuring a smooth onboarding experience. User Education and Communication: Providing comprehensive guidance to players via email, educating them on game mechanics, feature updates, and upcoming content releases to enhance gameplay engagement. Cross-Platform Issue Resolution: Diagnosing and resolving complex issues related to account synchronization across platforms such as Google Play and Game Center, ensuring uninterrupted player access. Security Breach and Fraud Mitigation: Conducting in-depth investigations into account hacks and fraudulent activities, implementing solutions to safeguard player data and game integrity. Game Currency Refunds and Profile Management: Processing refunds for in-game currency and overseeing the accurate updating of player profiles, ensuring compliance with game policies and player satisfaction.

Technical Support Representative at Diya Systems, Nov 2007 - Feb 2014 · 6 yrs 4 mos, Mangaluru, Karnataka, India, I was providing support to the US based Web hosting company Endurance International Group, USA. Maintaining the customers Web sites in the server hosted under both Windows and UNIX platforms

Education

Bachelor of computer Applications, Mangalore university

Profile highlights

The best product I’ve worked on…: Building and improving client service operations that make complex customer issues feel simple.

what i've built with AI: I’m using AI to turn repetitive work into smarter workflows—faster reporting, better knowledge sharing, and more efficient customer support.

I'm the person in every team who…: Brings structure to chaos, keeps people moving, and finds a solution when everyone else is still discussing the problem.

What's hard for others but easy for me…: Handling pressure, multiple priorities, and difficult client situations while keeping the team calm and focused.

My hot take about working with AI is…: AI won't replace great people—it will replace people who refuse to learn how to work with it.

My biggest achievement in college was…: Nothing Great, learnt that Skill will be learnt in the field.

My proudest non-work achievement: Building a life where I can take care of my family while continuing to grow professionally.

The last shipped feature I'm proudest of…: Improving day-to-day client support processes and reporting so the team could work faster, stay accountable, and deliver a better client experience

The role I'd take a 20% pay cut for: A leadership role where I can build teams, solve meaningful problems, and work at the intersection of operations, technology and AI.

The hardest problem I've personally solved...: They show your personality, leadership ability and future-focused mindset without sounding like a typical resume.