A. Nithya Kalyani
Customer Service, Editorial.
Chennai,Tamil Nadu
Summary
Dynamic individual with hands-on experience in Customer and Content management, and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
19
19
years of professional experience
3
3
Language
Work History
Customer Support Specialist
Seeking Alpha
Chennai
06.2020 - 05.2024
- Supervise the representatives handling tickets and calls
- Conduct quality checks and provide constructive feedback for continuous improvement
- Achieve and maintain targeted satisfaction ratings
- Reduce ticket/call volumes by addressing root causes
- Successfully onboard new team members and provide comprehensive training
- Develop and implement Customer Support team playbooks
- Professionally handle disputes, contributing to the industry-leading win rate
- Collaborate with cross-functional teams for efficient issue resolution
- Act as a point of contact for internal Customer Support team queries on Slack
- Conduct regular training sessions and analyze performance metrics.
Research Analyst - Team Manager
Ask Wonder
Chennai
03.2018 - 05.2020
- Managed Team Leads and oversaw performance management
- Facilitated team communication and development
- Acted as a bridge between HQ and full-time teams
- Assisted Team Leads and team members with research input.
Support Specialist
Swiftic
Chennai
03.2015 - 03.2018
- Responded to customer service tickets promptly through email and phone
- Identified, flagged, and escalated urgent issues to the appropriate departments.
Consultant
Seeking Alpha
Chennai
09.2013 - 01.2015
- Managed the India-based customer service team
- Actively participated in the customer service effort
- Conducted regular training sessions
- Analyzed ticket patterns and ensured adequate provision of HR and tech resources.
Consultant - Writer and Editor
Namastetimes.com
Chennai
12.2012 - 09.2013
- Responsible for the entire portal content
- Managed social media marketing on platforms like Facebook, Google +, Pinterest, Youtube
- Provided creative and effective revenue-generating features through content platform
- Led team management responsibilities.
Asst Manager
Vodafone Essar South Limited
Chennai
09.2007 - 12.2012
- Content Management and Marketing of Value added Services, Responsible for Circle Business Development
- Organized and managed multiple VAS aggregators/clients for different platforms
- Provided creative and effective revenue-generating features through the content platform
- Led team management and effectiveness along with comprehensive database management and analysis.
Content Specialist
India Syndicate
Chennai
07.2005 - 08.2007
- In charge of all types of content needs of the company
- Prepared detailed reports on various industries after intense market research
- Coordinated with service providers to identify the right type of content for customers, packaged the content, launched it, and generated revenue
- Professional Achievements
- Promoted to Customer Support Specialist within one year at Seeking Alpha
- Promoted to Team Leader within one year at Ask Wonder
- Promoted to Editor of Namaste Times within two months based on outstanding performance
- Awarded "King of Caller Tune" at Vodafone for achieving No.1 status in CRBT penetration in Chennai
- Received the "Mega Star Award" at Vodafone for the best performance across all VAS verticals
- Continuously awarded Best Employee for two years.
Education
M.A - Communication
GPA: 68%
B.Com - Advertising & Marketing
GPA: 86%, 4th rank in MA, Various awards in school-level and district-level oratorical and singing competitions.
Diploma - IT
Special Academic and Non Academic Achievements, District level second rank in higher secondary examination, College 1st rank
Skills
- Customer Support, Customer Success
- SaaS products, B2B, Product / Services Support
- Remote Team management
- Intercom, Salesforce, JIRA, Zendesk, Zuora, HubSpot, Stripe
- Manage KRAs / KPIs and SLAs
- Online communication (Slack, Google meet)
- Proficiency in Google suite
- Ability to rapidly learn
- Business Operations
- Data-Driven Decision Making
- Online Community Management
- Digital Marketing (Social Media) and Canva
- Project management and inbox management
- Team coordination and documentation
- Current Employment Details
- Client : Seeking Alpha
- Nature of Work : Customer Support Specialist
- Marital Status:
- Married
- Declaration
- I solemnly hereby declare that the information furnished above is true to the best of my knowledge and belief
- (A Nithya Kalyani)
Customer service
Critical thinking
Customer relations
Data entry
Problem resolution
Computer proficiency
Conflict resolution
Complaint handling
Microsoft Excel
Complaint resolution
Customer satisfaction measurement
Microsoft outlook
Follow-up skills
Product knowledge
Editing and proofreading
Attention to detail
Clear communication
Keen eye for detail
Team collaboration
Research
Content organization
Content planning
Editing articles
Editing stories
Microsoft office mastery
Fact-checking
Editing skills
Community relations
Team management
Virtual team management
Interests
Personal Details
Date of Birth: , 01/07/1982
Hobbies: Reading books, listening to music, and singing
Work Preference
Work Type
Contract WorkFull TimeGig WorkLocation Preference
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsWork from home optionTimeline
Customer Support Specialist - Seeking Alpha
06.2020 - 05.2024
Research Analyst - Team Manager - Ask Wonder
03.2018 - 05.2020
Support Specialist - Swiftic
03.2015 - 03.2018
Consultant - Seeking Alpha
09.2013 - 01.2015
Consultant - Writer and Editor - Namastetimes.com
12.2012 - 09.2013
Asst Manager - Vodafone Essar South Limited
09.2007 - 12.2012
Content Specialist - India Syndicate
07.2005 - 08.2007
MOP Vaishnav College for Women - M.A, Communication
Seethalakshmi Ramasamy College - B.Com, Advertising & Marketing
Kaashyap Radiant Info School - Diploma, IT
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