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
09.2022 - 10.2023
- 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
02.2014 - 06.2022
- 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
02.2013 - 05.2013
- 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
07.2011 - 01.2013
- 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
11.2007 - 04.2010
- 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
09.2004 - 09.2006
- Processed activations of mobile numbers and maintained KYC documentation
- Utilized Oracle-based systems for operational efficiency
Education
Diploma -
Computer Engineering
Mumbai, India 01.2000 - 01.2003
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
09.2022 - 10.2023
Operations Executive
Dolphin Chartering Services Pvt. Ltd
02.2014 - 06.2022
Relationship Manager (E-Marketing)
Gadget Bucket Pvt. Ltd
02.2013 - 05.2013
Quality Analyst
Andromeda Marketing Pvt. Ltd
07.2011 - 01.2013
Senior Customer Support Executive
Sitel India Pvt. Ltd
11.2007 - 04.2010
Back Office Executive
Godrej Upstream Pvt. Ltd
09.2004 - 09.2006
Diploma -
Computer Engineering
01.2000 - 01.2003
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