Nihal Raj
Senior Customer Support
Bengaluru,TG
Summary
Professional with 4+ years of experience in Customer Service and Team Handling & Health Care organization. Experienced Subject Matter Expert in Escalation Management. Currently seeking an opportunity where I can utilize my education and experience to add immediate value to an organization located in Bangalore and further my personal and professional development.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Support Specialist
Revolut Technologies India Private Limited
11.2023 - 11.2024
- Provided expert support for users in areas including forex exchange, fees, and rates.
- Assisted users in executing the buying and selling of stocks, commodities, and cryptocurrencies by providing detailed guidance on transaction processes, applicable fees, and more.
- Resolved queries on crypto transactions (buy, sell, send, receive), tracking, and network compatibility for supported/unsupported tokens.
- Delivered seamless support for commodities trading and real-time rate inquiries.
- Supported users with troubleshooting account issues, platform navigation, and resolving disputes, ensuring a smooth and efficient trading and crypto trade experience.
Escalation Desk
MFine
6 2023 - 11.2023
- Provide personalized care to MFine's patients
- Coordination between doctors/patients and departments
- Follow-ups with new and old patients and act as a single point of contact for the patients
- Maintaining and preparing daily / weekly/monthly reports
- To understand patient profiles & problems and provide every possible help they need throughout their journey
- To handle escalations
- To advise patients about the services they may need through structured discussions
- Ensure they understand our value proposition
- Generate and drive revenue by providing greater awareness and information about our services
- Strategies to retain old patients
- Educating and engaging patients with MFine's application
Senior Customer Support
SeedSync Group of Companies
08.2020 - 03.2023
- Respond to customer queries promptly and accurately via phone, email, or chat
- Identify customer needs and help customers use specific features
- Update our internal databases with information about the issues and useful discussions with customers
- Follow up with customers to ensure their issues are resolved
- Gather customer feedback and share it with our Product, Sales, and Marketing teams
- Assist in training junior Customer Support Representatives
- Meet personal/team qualitative and quantitative targets
Online Reputation Management
Treebo Hotels
05.2018 - 05.2019
- To be up to date with industry trends and knowledge about customer relationship management software
- To provide quality and time-efficient service to the guests
- To build and maintain a good company image and reputation
- To look out for new and improved means to delight the guests
- To ensure that the data is entered in the Prowl tool within the turnaround time
- To follow up with the pending cases and provide updates where necessary
- To constantly look for innovative ways to respond to the guest
- Respond to the guest within the standard turnaround time
- To maintain a quality score of 90K and more
- Have used tools like Hotelogix, Prowl, Grapelli Growth, Capture CRM, and Vision Helpdesk
Senior Operation Executive
Aegis Pvt. Ltd
12.2016 - 01.2018
- Managing large amounts of inbound and outbound calls in a timely manner
- Answer incoming customer phone calls and take appropriate action for each call
- Following call center scripts when handling different topics
- Analyze Customer problems and research solutions using knowledge-based software
- Identifying customer needs, clarifying information, researching every issue, and providing solutions
- Keep records of all conversations in our call center database in a comprehensible way
- Meet personal/team qualitative and quantitative targets
Education
BBA - Marketing
Alliance University
Bengaluru, India 05.2013 - 06.2017
Skills
Ability to Work Under Pressure
Time Management
Leadership and Teamwork
Ability to Multitask
Microsoft Office
Gaming
Listening to Music
Sports
Personal Information
- Place of Birth: Patna
- Date of Birth: 04/05/95
- Nationality: Indian
Languages
English
Hindi
Timeline
Support Specialist
Revolut Technologies India Private Limited
11.2023 - 11.2024
Senior Customer Support
SeedSync Group of Companies
08.2020 - 03.2023
Online Reputation Management
Treebo Hotels
05.2018 - 05.2019
Senior Operation Executive
Aegis Pvt. Ltd
12.2016 - 01.2018
BBA - Marketing
Alliance University
05.2013 - 06.2017
Escalation Desk
MFine
6 2023 - 11.2023
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