Summary
Overview
Work History
Education
Skills
Interests
Work Preference
Timeline
A. Nithya Kalyani

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

MOP Vaishnav College for Women
GPA: 68%

B.Com - Advertising & Marketing

Seethalakshmi Ramasamy College
GPA: 86%, 4th rank in MA, Various awards in school-level and district-level oratorical and singing competitions.

Diploma - IT

Kaashyap Radiant Info School
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 Work

Location Preference

Remote

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsWork from home option

Timeline

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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A. Nithya KalyaniCustomer Service, Editorial.