Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Timeline
Generic

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
Nihal RajSenior Customer Support