Nakul Jain

- Worked with EA games as Support Specialist- Contractor

• Experience in using Salesforce CS tool
• Handling contacts from client's games via email
• Escalating or resolving through chat logs and image petitions based on violations of company Terms of Services.
• Creating email templates for various customer help scenarios in order to keep consistent, approachable, and helpful customer service the norm
• Analyzing data and provided examples to continuously improve escalation rates and company policy.

- Worked with Net-Marbles as Support Specialist- Contractor

• Experience in using Help-shift CS tool
• Handling contacts from client's games via email
• Resolving issues related to in-games issues.

• Perform duties of Bill of Quantities, E-Tendering & Designing of construction, Supervising work.
• Developed drawings and written specifications to outline project steps
• Utilized AutoCAD to complete renderings of full project designs and individual components
• Controlled engineering activities to maintain work standards, adhere to timelines and meet quality assurance targets
• Evaluated sites to determine soil adequacy for handling loads imposed by building foundations and associated materials
• Completed inspections of finished constructions

• Perform duties of Customer Care Executive like In-Game, Account & Billing, and Technical issues.
• Managed 50 chats per day.
• Organized customer information and account data for business planning and customer service purposes
• Established and monitored customer service standards by employing recognized and comprehensive benchmarks
• Defused customer concerns with exceptional conflict and problem resolution skills
• Listened to customers' questions and concerns to provide answers or responses
• Supervised customer service metric requirements for each team member
• Spearheaded innovative changes to increase growth across service lines
• Responded to customer inquiries and concerns within set deadlines
• Monitored team activity providing resolution to service issues
• Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement
• Provided excellent customer service by efficiently resolving issues and responding to inquiries
• Reviewed and applied changes to customer account profiles in Advisor Hub, Salesforce