Nidhi Kumari
Gurgaon
Summary
Dedicated and detail-oriented professional with 8+ years of experience in customer operations, backend support, process coordination, and team collaboration. Proven ability to handle high-volume operational tasks, resolve issues efficiently, coordinate across departments, and maintain smooth workflow management. Seeking to leverage my communication, problem-solving, and multi-tasking skills in a dynamic business operations role.
Overview
9
9
years of professional experience
Work History
Senior Associate – Business Operations & Support
Nexxbase Marketing India Ltd.
Gurugram
06.2022 - Current
- Manage backend operational tasks, handle large volumes of order-related queries and complaints via email.
- Coordinate with logistics, warehouse, courier, and app teams to ensure timely resolution of escalations.
- Follow up on pending cases and ensure smooth closure.
- Train and support junior team members on operational procedures and tools.
- Manage and track cases through complaint IDs, maintaining detailed records for process audits.
Senior Executive – Customer Operations
Shopclues
Gurugram
10.2021 - 05.2022
- Handled live customer issues via chat, email, and calls; coordinated with internal teams for operational resolutions.
- Maintained and updated operational data on Excel for daily tracking and follow-ups.
- Ensured timely escalation and closure of operational gaps.
Senior Executive – E-Promoter / Operations Support
KocharTech Pvt. Ltd.
Gurugram
09.2020 - 10.2021
- Managed multiple operational chat tools (Blink, Talisma, Sprinklr).
- Coordinated promotional campaigns and customer communications to drive sales.
- Supported operational reporting for online product campaigns.
Process Associate – E-Promoter / Backend Operations
Genpact India Pvt. Ltd.
Gurugram
05.2019 - 08.2020
- Handled customer queries and backend order processes using Talisma.
- Maintained high accuracy in managing multiple operations simultaneously.
- Analyzed customer needs and processed relevant operational tasks.
Process Associate – E-Promoter / Backend Support
Adecco India Pvt. Ltd.
Gurugram
09.2017 - 04.2019
- Company Overview: (Client: Genpact India Pvt. Ltd.)
- Provided backend operational support for online product promotion.
- Ensured timely data updates and reporting for sales tracking.
- Managed order flow and resolved customer complaints efficiently.
- (Client: Genpact India Pvt. Ltd.)
Process Associate – Release of Information (ROI)
Avantha Business Solutions
Gurugram
06.2016 - 04.2017
- Prepared client reports, maintained accurate records, and analyzed data for operational insights.
- Managed files and documentation using MS Excel and Word.
Education
Master of Commerce - Gurugram
Govt. College
Gurugram04.2016
Bachelor of Commerce - Gurugram
Govt. College
Gurugram04.2014
Intermediate - Gurugram
Asian Public School
Gurugram04.2011
Matriculation - Gurugram
Shiksha Bharati Public School
Gurugram04.2009
Skills
- Process Coordination
- Issue Resolution
- Team Collaboration
- Cross-Functional Follow-ups
- Complaint Handling
- Escalation Handling
- Backend Operations
- Support
- Process Improvement
- Client Communication
- Microsoft Office
- Basic Computer Applications
- Chat Tools
- Quick learner
Languages
- English
- Hindi
Hobbies
- learning new processes and tools
- exploring new ideas and improvements
- traveling, listening to music
- interacting with people
- staying updated with trends
Disclaimer
I hereby declare that the above information is true and correct to the best of my knowledge.
Timeline
Senior Associate – Business Operations & Support
Nexxbase Marketing India Ltd.
06.2022 - Current
Senior Executive – Customer Operations
Shopclues
10.2021 - 05.2022
Senior Executive – E-Promoter / Operations Support
KocharTech Pvt. Ltd.
09.2020 - 10.2021
Process Associate – E-Promoter / Backend Operations
Genpact India Pvt. Ltd.
05.2019 - 08.2020
Process Associate – E-Promoter / Backend Support
Adecco India Pvt. Ltd.
09.2017 - 04.2019
Process Associate – Release of Information (ROI)
Avantha Business Solutions
06.2016 - 04.2017
Master of Commerce - Gurugram
Govt. College
Bachelor of Commerce - Gurugram
Govt. College
Intermediate - Gurugram
Asian Public School
Matriculation - Gurugram
Shiksha Bharati Public School
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