Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Nidhi Kakaty

Nidhi Kakaty

Symon
Bangalore

Summary

I am a results-driven and customer-centric professional with a proven track record in Selling Partner Support Amazon, driven by a passion for Continuous Improvement delivering exceptional service experiences. Throughout my journey at Service Quality Enhancements Amazon SPS, I started as an associate and achieved the prestigious positions of Certified Mentor, Trainer, Auditor, and Supervisor through Audits Internal Job Postings (IJPs). I excel in implementing industry best practices, driving process improvements, and cultivating a customer-centric culture that puts the needs of sellers first. My strong leadership skills have allowed me to successfully manage and develop high-performing teams in fast-paced environments.

Overview

7
7
years of professional experience

Work History

Customer Support Specialist

Rippling
09.2023 - 12.2023
  • Provided timely assistance to customers via slack calls, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer calls and emails to answer questions about products and services.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.

Team Manager

Amazon Development Centre India Private Limited
11.2016 - 07.2023
  • As a Team Lead In Amazon, I managed a team of 35+ associated in US, UK, AUS, CA20162018 SPS Associate domains and helped them meet their monthly Key Performance Indicators including but n2019-2021 SPS Mentor ot limited to AHT, CSAT, Quality Audits etc
  • I also helped new hire batches scale up in processMar'21-Jul'21 Seasonal Trainer trainings
  • Below is the summary of some of my responsibilities: Jul'21-Jul'22 Auditor Supervisor
  • Developed performance measurement strategies, identifying areas for improvement.
  • Facilitated meetings to communicate team performance goals and results.
  • Cultivated positive, productive team environments, resolving conflicts quickly.
  • Delivered regular team meetings for aligned work towards common goals.
  • Led employee relations through effective communication, coaching, training, and development.

Education

Graduate - B.E in Information Science

Dayananda Sagar College of Engineering
Bengaluru, India
08.2016

Skills

People/ Manpower Management

Project Management

Cross Functional Relationship Management

Analytical and problem-solving skills

Gemba KTR

Kaizen Project

Floor Support

Training & Development

Seller Support Operations

Process Improvement

Customer Satisfaction

Best Practices Implementation

Team Leadership

High-Performance Management

Analytical Problem-Solving

Data-Driven Decision-Making

Coaching and Mentoring

Employee Development

HR Policy

Relationship Building

Networking

Customer-Centric Culture

Fast-Paced Environment

Adaptability

Results-Oriented Approach

Accomplishments

  • Earned the title of highest performing mentor for multiple weeks in 2019
  • Received recognition as a Top Gemba Contributor in 2020
  • Led team to secure 7 out of 8 RnR Awards in week 19 and week 20 of 2023
  • Received monthly RnR award for twelve consecutive months from February 2022 to January 2023

Timeline

Customer Support Specialist

Rippling
09.2023 - 12.2023

Team Manager

Amazon Development Centre India Private Limited
11.2016 - 07.2023

Graduate - B.E in Information Science

Dayananda Sagar College of Engineering

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