Nidhi Rana
Subject Matter Expert (SME)
Summary
Dedicated professional with a strong background in providing expert guidance and innovative solutions, committed to pursuing opportunities that enhance career prospects. Recognized for reliability and adaptability in fast-paced environments, consistently contributing to team success. Proven ability to foster collaboration and drive successful outcomes, significantly impacting organizational goals. Eager to leverage skills and experience in a challenging role that promotes growth and development.
Overview
4
4
years of professional experience
2
2
Languages
Work History
SME
SBI Cards
01.2025 - Current
- Addressed escalations and inquiries related to banking matters.
- I worked on the Nodal Desk regarding escalations.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Organized weekly team meetings to discuss projects, share updates, and address any challenges faced by the team.
SME
Aakash Institute
01.2024 - 01.2025
- Handled escalations and responded to inquiries concerning courses.
- Aided the team lead with their rosters, audits, and reports.
- Enhanced team performance by implementing efficient work processes and providing constructive feedback.
- Managed day-to-day operations of the department, ensuring smooth functioning of all administrative tasks related to staff scheduling, resource allocation, and workload distribution.
Senior Executive and SME
Konexions Back Office Services Pvt. Ltd.
01.2022 - 01.2024
- Worked on complaints regarding the telecom, handled escalation on the government. Portal. Worked for one year as a Senior Executive and then promoted to SME.
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
Senior Executive
Startek (Aegis Customer Support Ltd.)
01.2022 - 01.2022
- Provide support to customers related to telecom.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
B.A. Programme -
Delhi University
01.2022
Intermediate - undefined
CBSE Board
01.2019
High School - undefined
CBSE Board
01.2016
Skills
- Customer Handling & Escalation Management
- Complaint Resolution (Telecom, Banking, Education)
- Team Support: Rosters, Audits, Reporting
- Problem-Solving & Decision-Making
- Hardworking, Punctual, and Reliable
Timeline
SME
SBI Cards
01.2025 - Current
SME
Aakash Institute
01.2024 - 01.2025
Senior Executive and SME
Konexions Back Office Services Pvt. Ltd.
01.2022 - 01.2024
Senior Executive
Startek (Aegis Customer Support Ltd.)
01.2022 - 01.2022
Intermediate - undefined
CBSE Board
High School - undefined
CBSE Board
B.A. Programme -
Delhi University
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