Nayna Agarwal
Grievance Officer
Dubai
Summary
Customer-focused professional with 15+ years of experience in grievance resolution, process improvement, and team leadership seeking a challenging role in customer service or operations management.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Assistant Manager
Magma HDI General Insurance Company Ltd
Mumbai
2022.09 - 2023.10
- Addressed and resolved GRO, senior management, and customer complaints via email and government portals (IRDAI, CPgrams)
- Managed social media tickets using LocoBuzz, ensuring timely resolution and customer satisfaction
- Analyzed data to maintain complaint rankings and provided detailed grievance reports
Operations Executive
Dolphin Chartering Services Pvt. Ltd
Mumbai
2014.02 - 2022.06
- Handled export documentation for shipments to South African ports
- Created and managed certificates for international port authorities
Relationship Manager (E-Marketing)
Gadget Bucket Pvt. Ltd
Mumbai
2013.02 - 2013.05
- Managed e-marketing campaigns on platforms like Snapdeal and Rediff mail
- Collaborated with partners to enhance online sales and marketing strategies
Quality Analyst
Andromeda Marketing Pvt. Ltd
Mumbai
2011.07 - 2013.01
- Company Overview: (Tata AIG Process)
- Conducted call audits and provided detailed feedback to teams for process enhancement
- Organized weekly briefings to update teams on compliance and quality standards
- (Tata AIG Process)
Senior Customer Support Executive
Sitel India Pvt. Ltd
Mumbai
2007.11 - 2010.04
- Company Overview: (ICICI Lombard Process)
- Resolved escalation calls and managed retention processes for cancellations
- Supervised a team of five, ensuring efficient operations and reporting
- (ICICI Lombard Process)
Back Office Executive
Godrej Upstream Pvt. Ltd
Mumbai
2004.09 - 2006.09
- Processed activations of mobile numbers and maintained KYC documentation
- Utilized Oracle-based systems for operational efficiency
Education
Diploma -
Computer Engineering
Mumbai, India 2000.01 - 2003.01
Skills
- Grievance Handling
- Customer Relationship Management System
- Social Media Complaint Management
- Quality Analysis
- Process Improvement
- Team Leadership
- Escalation Management
- Analytical Skills
- Microsoft Office Suite
- Employee performance evaluations
Websites
Certification
Certificate in Internet Technology, C-DAC
Professionaloverview
Customer-focused professional with 15+ years of experience in grievance resolution, process improvement, and team leadership seeking a challenging role in customer service or operations management.
Timeline
Assistant Manager
Magma HDI General Insurance Company Ltd
2022.09 - 2023.10
Operations Executive
Dolphin Chartering Services Pvt. Ltd
2014.02 - 2022.06
Relationship Manager (E-Marketing)
Gadget Bucket Pvt. Ltd
2013.02 - 2013.05
Quality Analyst
Andromeda Marketing Pvt. Ltd
2011.07 - 2013.01
Senior Customer Support Executive
Sitel India Pvt. Ltd
2007.11 - 2010.04
Back Office Executive
Godrej Upstream Pvt. Ltd
2004.09 - 2006.09
Diploma -
Computer Engineering
2000.01 - 2003.01