Nicholas David
Bangalore
Summary
Ambitious professional with successful history maximizing revenue, productivity, and customer satisfaction with extensive experience in industry. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
14
14
years of professional experience
Work History
Account Manager and Artwork Co-Ordinator
SM SHOP A DOCKET India Private Limited
09.2017 - 01.2023
- Company Overview: This company was a provider of coupons that appear on the back of the receipts in supermarkets and variety stores. Shop A Docket helped companies to advertise, promote and market their brand through coupons. They also offer social media, search engine optimisation and pay-per-click advertising services
- Worked for an Australian Advertisement Company as Account Manager and Artwork Co-Ordinator
- Accurately inputting customer information, store details, and coupon data into the system
- Responding to customer inquiries regarding coupons, deals, and account management via phone or email
- Generating reports on coupon usage, customer engagement, and campaign performance
- Making new contracts, getting offer details from customers, passing the offer details to the graphic designer team, once the artwork design is completed will send it over to the customer for final approval so the artwork design can be printed
- Processing payments and liaising with the store team on regular basis to check if the stores have received our dockets and if the same is being used
- Sending emails to all the customers each campaign/month along with their artwork design to check and confirm if they would like to go ahead with the same design or make any changes to the offer
- Resolving customer queries in amending their offer details via call or email
- This company was a provider of coupons that appear on the back of the receipts in supermarkets and variety stores
- Shop A Docket helped companies to advertise, promote and market their brand through coupons
- They also offer social media, search engine optimisation and pay-per-click advertising services
Subject Matter Expert (SME)
Aegis Limited
01.2015 - 07.2017
- Worked for Inbound Australian-Process EXPEDIA as Senior Customer Service Executive
- Got promoted as SME in a short timeframe
- Processing and Managing travel bookings (Flights, hotels and vacation packages)
- Resolving complex inquiries and ensuring a seamless booking experience
- Have been trained on Amadeus Software which is a reservation system that helps in making new flight bookings and amending existing flight bookings
- As an SME I used to conduct team briefing everyday and share team stats on regular basis
- Encourage each team member and give them a regular one on one feedback to ensure their stats are in place
- Participate in development of training programs and materials to transfer knowledge to others in the organization
- Providing a two-way communication channel for queries, input and feedback
- Liaising with the project team and colleagues on priority issues for resolution in a timely manner
- Engaging and supporting colleagues with readiness for new ways of working, including training, documentation, and guidance
- Attending regularly scheduled meetings with Assistant Manage and internal team ensuring outcomes meet industry standards
Senior Remote Technical Support Representative
E4E and Infinite Computer Solutions
01.2011 - 08.2014
- Worked for Inbound US-Process iYogi as Senior Technical Support Representative
- Providing remote technical support to customers, troubleshooting software related issues with PC’s, laptops, printers, modem and routers
- Diagnosing problems with computer hardware and software, including operating systems, applications, network connectivity and peripherals
- Utilizing remote desktop tools to access customer PC or laptop and perform troubleshooting steps
- Offering assistance with data backup strategies and recovery procedures
- Educating customers on basic cybersecurity practices and potential threats
- Maintaining detailed records of customer interactions and troubleshooting steps within the iYogi platform
Customer Support Representative
First Source
09.2008 - 11.2010
- Worked in Inbound US-Process for Admiral Group as L1 CSR
- Worked for multiple car insurance company brands - Admiral, Bell, Diamond and Elephant
- Handling customer inquiries, resolving issues and providing support across multiple communication channels like phone, email and chat
- Have been awarded as ‘Best Employee’ for consistently exceeding targets in customer satisfaction score (CSAT), Average handling time (AHT), First call resolution (FSR) and demonstrating exceptional performance across various key performance indicators (KPI’s)
Education
Pre-University College (PUC) -
St Joseph’s Boys Pre-University College
Bangalore01.2006
Secondary School Leaving Certificate (SSLC) -
ITI Central School
Bangalore01.2004
Skills
- Excellent communication
- Good application of both verbal and written vocabulary
- Staff and Escalation management
- Supporting international sales team
- Customer service
- Client acquisition
- Active listening
- Product knowledge
- Problem-solving abilities
- Remote support
- Customer relationship management (CRM)
- Relationship building
- Technical troubleshooting
- Campaign execution
- Preparing contracts
- Multi-task management
- Adaptability and flexibility
- Teamwork and collaboration
- Experience in leadership
- Training and mentoring
Awards
- National Level Participant in Netball.
- State level Football player.
Disclaimer
I hereby state that all the information provided in my Resume is genuine and I am sure, having given an opportunity to work with your organization, I will apply myself certainly for the benefit of the organization and achievement of its overall objectives.
Languages
- English
- Hindi
- Kannada
- Tamil
Hobbies And Activities
- Gaming
- Playing Football and Chess
- Photography
- Gardening
Personal Information
- Father's Name: D Deva Sagayam
- Date of Birth: 01/06/88
- Gender: Male
- Nationality: Indian
Timeline
Account Manager and Artwork Co-Ordinator
SM SHOP A DOCKET India Private Limited
09.2017 - 01.2023
Subject Matter Expert (SME)
Aegis Limited
01.2015 - 07.2017
Senior Remote Technical Support Representative
E4E and Infinite Computer Solutions
01.2011 - 08.2014
Customer Support Representative
First Source
09.2008 - 11.2010
Pre-University College (PUC) -
St Joseph’s Boys Pre-University College
Secondary School Leaving Certificate (SSLC) -
ITI Central School
Similar Profiles
Jitendra PanchalJitendra Panchal
Manufacturing Engineer at SM Auto Private LimitedManufacturing Engineer at SM Auto Private Limited
Vasuda KrishnamurthyVasuda Krishnamurthy
Financial Analyst at EMC SOFTWARE AND SERVICES INDIA PRIVATE LIMITED/Dell, Technologies India Private LimitedFinancial Analyst at EMC SOFTWARE AND SERVICES INDIA PRIVATE LIMITED/Dell, Technologies India Private Limited
Saurabh Kumar SinghSaurabh Kumar Singh
Sr. Solution Specialist at Noventiq Services India Private Limited(Former Softline Services India Private Limited)Sr. Solution Specialist at Noventiq Services India Private Limited(Former Softline Services India Private Limited)