Abhijith Nair
Mumbai
Summary
Results-driven team leader with a strong focus on performance monitoring, task delegation, and motivating team members to enhance operational efficiency. Skilled in overseeing daily operations, strategic planning, and project management. A collaborative and resourceful professional, adept at identifying team needs and delivering innovative solutions. Excellent communicator with proven leadership and problem-solving abilities, ensuring smooth operations and successful project outcomes.
Overview
9
9
years of professional experience
Work History
Team Lead, Global Delivery
Corsearch Inc.
Mumbai
04.2023 - Current
- Providing leadership and guidance to team members, ensuring the KPIs and client expectations are completed on time, and to a high standard.
- Developing strategies to increase team productivity and improve customer service levels.
- Resolving escalated customer complaints or queries promptly and efficiently by doing root cause analysis and taking necessary corrective steps to rectify the problem.
- Coordinating and planning the resources across multiple teams to achieve project goals within budget constraints.
- Reviewing existing systems and procedures regularly, suggesting ways they could be improved, or optimized.
- Holding regular one-on-one coaching sessions with team members to encourage personal development.
- Creating reports, dashboards, charts, and visualizations to present data analysis results and team statistics.
- Motivating and empowering team members by fostering a positive environment to build customer satisfaction and loyalty, to support retention and growth.
- Conducting performance appraisals for team members, providing feedback, and identifying areas of improvement.
- Training new staff in relevant processes and procedures.
- Conducting interviews with potential candidates in order to assess their skills and qualifications, as per the job requirement.
Brand Protection Analyst
Corsearch Inc.
Mumbai
11.2022 - 04.2023
- Performing research and analysis across different marketplaces, social media and domains module to control and enforce different type of infringements like trademark abuse, counterfeiting, copyright infringement, and patent abuse.
- Research, analysis, enforcements and reporting trends to keep the assigned client's brand safe and free from trademark misuse and protect them from monetary loss and loss of brand stake, image and reputation.
- Live scraping different marketplaces, and conducting online research into e-commerce sites to understand and outline infringements across client product ranges, perform network analysis, and provide insights to the client management.
- Analyzing the contents across domains and websites to identify any infringing content, and access the methodology for the removal of infringing content by fetching registrant, registrar, and hosting provider details.
- Communication with the client management team around specific cases and outcomes to gain product knowledge and industry know-hows.
- Handling high-priority client requests from the end client through Freshdesk, and resolving the high-risk cases through a quick and prompt enforcement process, and tracking rate.
- Preparing monthly reports for clients, exhibiting monthly performance in terms of enforcements and compliance rates across different modules. Demonstrating any major trends or patterns observed during the month for better insights.
Customer Service Officer - AO & CS
IndiGo Airlines
Mumbai
12.2021 - 09.2022
- Helped a large volume of customers every day with a positive attitude and a focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely, on-point solutions.
- Promoted the company brand and unique offerings through personalized customer service.
- Communicated with clients regarding account services, statements, and balances.
- Handled customer inquiries and suggestions courteously and professionally, displaying the highest standards of customer service.
Customer Relations Advisor
Tech Mahindra Business Services
Mumbai
07.2019 - 10.2021
- Handling the concerns of the customers who buy the company's products or services, and rectifying the issues experienced by individual customers, as well as aiming to improve the organization's overall customer satisfaction ratings by delivering the best customer assistance and service.
- Conducted research on customer issues and provided resolutions.
- Maintained accurate records of customer interactions and transactions.
- Identified opportunities to upsell products or services.
Customer Service Assistant
Jet Airways (India) Ltd.
Mumbai
02.2018 - 05.2019
- Manning the check-in counters by checking the passengers in for the flight, redirecting, or rebooking customers whose flights have either been delayed or canceled.
- Handling boarding gates by assisting customers with boarding, and making sure the gates are closed on time.
- Communicating with passengers throughout, and delivering the best standard of customer service.
- Handling allocations at arrival by helping passengers with inquiries about delayed or lost baggage.
- Assist in network planning operations by studying the route, weather, schedule, market demand, passenger footfall, fleet utilization, turn-around time, etc.
Advertising Analyst & Commercial Tagger
Cineom Broadcast India Pvt. Ltd.
Mumbai
05.2016 - 06.2017
- Surf through different channels, and tag TV commercials by identifying and segregating ads in terms of different types and categories.
- Filling and updating the database with relevant information about the commercial so that the commercial can be easily searched and discovered.
Education
Diploma in Aviation, Airline Operations & Travel Management -
IITC
Mumbai, India02-2018
Bachelor of Commerce -
Vivek College of Commerce
Mumbai, India04-2016
H.S.C -
Vivek Vidyalaya & Junior College
Mumbai, India04-2013
S.S.C -
Vivek Vidyalaya & Junior College
Mumbai, India03-2011
Skills
- Operations Management
- Team Management
- Employee Engagement
- Organizational Development
- Resource Allocation
- Strategic Planning
- Performance Evaluations
- Workforce Engagement
- Team Leadership
- Work Prioritization
- Time Management
- Performance Management
- Innovation and Creativity
Affiliations
- I enjoy exploring new destinations, it fuels my curiosity. I am passionate about the mountains, I enjoy trekking and hiking as a way to reconnect with nature and recharge. I find the mountains to be my happy place, offering the perfect environment to refresh and find renewed energy.
Timeline
Team Lead, Global Delivery
Corsearch Inc.
04.2023 - Current
Brand Protection Analyst
Corsearch Inc.
11.2022 - 04.2023
Customer Service Officer - AO & CS
IndiGo Airlines
12.2021 - 09.2022
Customer Relations Advisor
Tech Mahindra Business Services
07.2019 - 10.2021
Customer Service Assistant
Jet Airways (India) Ltd.
02.2018 - 05.2019
Advertising Analyst & Commercial Tagger
Cineom Broadcast India Pvt. Ltd.
05.2016 - 06.2017
Diploma in Aviation, Airline Operations & Travel Management -
IITC
Bachelor of Commerce -
Vivek College of Commerce
H.S.C -
Vivek Vidyalaya & Junior College
S.S.C -
Vivek Vidyalaya & Junior College
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