Asana
Hi, I’m
Niharika Sikarwar
Team Leader - Operations
Bangalore
Summary
Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
6
years of professional experience
5
years of post-secondary education
Work History
Shopalyst Technologies Bangalore
Team Leader
04.2022 - Current
Job overview
- Experience of working with 150+ Brands across 30 countries.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Held Daily/ weekly / Monthly team meetings to inform team members on their performance and targets.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Gathered, organized and input information into digital database.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Developed effective improvement plans in alignment with goals and specifications.
Shopalyst Technologies PVT. LTD Bangalore
Senior Customer Service Executive
10.2020 - 04.2022
Job overview
- Help sales team convert prospects and increased to 100% NRR by creating
engaging demo online market places. Create and maintain
market places for existing customers. - Cater to ad hoc data requests from customers. Query our
internal data store for required data, clean and present
information in format desired by customer. - Onboard and train new hires on domain specific tools and
provide context about doing e-commerce with Shopalyst. - Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Promptly responded to inquiries and requests from customers.
- Increased efficiency and team productivity by promoting operational best practices.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Shopalyst Technologies Pvt Ltd.Bangalore
Customer Success Executive
09.2017 - 10.2020
Job overview
- Helped transition critical customers like Chivas (Pernod
Ricard), Mac, Bobby Brown, Maggi, Diageo from sales
prospects to paying customers by creating custom built
online market places which could use in their online
AD campaigns. During this period company had 100% increase in business. and received 100% performance bonus. - Helped drive UI/UX improvements for internal tools based
on my own usage of tools by working closely with
engineering team to derive overall efficiency gains for
internal users. - Help sales team convert prospects by creating
engaging demo online market places. Create and maintain
market places for existing customers. - Monitor status and health of ongoing customer
engagements and ensure quality and consistency of
online content. - Monitor ticket management tool and ensure that SLA
requirements for ticket resolution are met. Flag any risks
internally and adjust customer expectations if required. - Built strong relationships with customers through positive attitude and attentive response.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer emails with minimal wait times.
Education
Mount Carmel Institute of ManagementBangalore
PGDM from Marketing And Retail Management
06.2015 - 04.2017
Govt. Girls CollegeMorena
Bachelor of Commerce from Accounting And Finance
06.2011 - 04.2014
Skills
Client Service
Employee Evaluation
Effective problem solver
Team Building
Skilled trainer
Training and Mentoring
Daily workflow improvement
Data Analvsis
Ticket & SLA Management
Report Analysis
Software
Kibana
Slack
Freshdesk
Google Drive
Gmail
Timeline
Team Leader
Shopalyst Technologies
04.2022 - Current
Senior Customer Service Executive
Shopalyst Technologies PVT. LTD
10.2020 - 04.2022
Customer Success Executive
Shopalyst Technologies Pvt Ltd.
09.2017 - 10.2020
Mount Carmel Institute of Management
PGDM from Marketing And Retail Management
06.2015 - 04.2017
Govt. Girls College
Bachelor of Commerce from Accounting And Finance
06.2011 - 04.2014