Manojkumar A

Customer-focused Operations Professional with 2.5+ years of experience in customer support, benefits administration, and issue resolution. Skilled in handling customer queries, coordinating with technical teams, managing service requests, and ensuring first-call/first-contact resolution. Strong communication, problem-solving, and interpersonal skills with the ability to build customer relationships and deliver high-quality support. Comfortable working in rotational and night shifts.

Benefits Operations Administrator - Wipro Technologies - Coimbatore

(2023-10 - 2026-05)

• Handled customer queries, benefit requests, and service tickets related to employee health and welfare programs.
• Reviewed customer concerns and provided accurate, professional, and timely resolutions within defined SLA timelines.
• Managed ticket assignment and tracked cases until successful closure.
• Coordinated with internal teams and clients to resolve complex customer issues efficiently.
• Processed employee health and welfare benefits, including medical, dental, vision, and insurance enrollment.
• Updated employee life events (new hire, marriage, dependents, etc.) in HR systems with 100% accuracy.
• First Call Resolution (FCR)
• Maintained detailed records of customer interactions, transactions, and audit reports.
• Prepared daily, weekly, and monthly operational reports using Microsoft Excel.
• Created and tracked Jira tasks for technical issues and followed up until resolution.
• Identified recurring operational issues and escalated them to the appropriate teams as per process guidelines.
• Followed Standard Operating Procedures (SOPs), quality standards, and compliance requirements while ensuring high customer satisfaction.

BSc - Information Technology - Rathnavel Subramaniam College of Arts and Science (2019 - 2022)

HSC - Government Higher Secondary School (2018 - 2019)

SSLC - Government Higher Secondary School (2016 - 2017)