Nikesh Kanna
Chennai ,Tamil Nadu
Summary
Dedicated and experienced professional with a proven track record across multiple industries, boasting over 5 years of overall experience.
Skilled in troubleshooting problems and adept at managing at a product, project, customer, and management level.
Actively involved in resolving complex technical and non-technical problems, effectively communicating solutions to clients. Highly capable of guiding internal team members and collaborating with cross-functional teams to ensure timely resolution of tasks, deliverables, problems, and issues.
Committed to delivering optimum results, prioritizing continuous development to contribute to company success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Executive
Omnex Systems
01.2023 - Current
- Engaging directly with diverse portfolio of B2B clientele worldwide, offering proactive assistance in navigating product usage challenges, product training and delivering resolutions backed by thorough root cause analysis
- Facilitating seamless collaboration across cross-functional teams-including QA, Development, Sales, and Customer Satisfaction-via productivity tools to ensure timely completion of deliverables, task execution, and functional testing
- Handled Change Management and Requirement Management deliveries
- Assuming a leadership role by mentoring and guiding team members in daily operations, effective escalation management, process training, and ongoing skill enhancement
- Regularly compiling and presenting comprehensive management reports for review and strategic planning purposes
- Steered towards overall process improvement, meeting KPIs and KRAs, process and product knowledge development, SLA adherence, streamlining activities, customer satisfaction, customer retention, upselling, integrating with latest trends, thereby achieving the company's goals.
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
- Collaborated with team members to develop new strategies for handling complex technical problems.
- Maintained comprehensive documentation of customer interactions, ensuring seamless handoff between support staff.
- Conducted quality assurance testing on software releases, identifying bugs and recommending improvements before deployment.
Operations Associate
Byju's, Think and Learn Pvt. Ltd.
05.2021 - 12.2022
- Monitoring and analyzing the profiles of a diverse B2C customer base spanning multiple geographic regions
- Conducting in-depth analysis of their accounts and transactions to identify patterns and trends
- Educating customers on account status and implications for credit scores while raising awareness about financial health
- Collaborating with respective Cross Functional Teams to address any encountered issues swiftly
- Providing mentorship to team members to enhance their performance in achieving targets, process training and managing daily operational activities effectively
- Achieved the set targets, retained customers, won multiple awards and topped in terms of quality scores and performance numbers, ensured customer satisfaction, educated customers and guided in resolving their concerns at product level, helped in process improvement, motivated and guided team members to work towards the targets and process adherence, and generated reports for management review.
CRM Executive
Housewise Property Management
08.2020 - 05.2021
- Coordinating all CRM activities, including informing about services and specifications.
- Scheduling calls with NRI customers, entering their data into CRM, and documenting all communications.
- Addressing customer queries via calls, emails, and texts. Assigning Operations team for new customer onboarding. Managing agreement generation/approval and payment collection processes.
- Processing renewal agreements and updating payment collection for existing customers.
- Mentoring/training new CRM associates.
- Reporting directly to the Founder & CEO.
Operations Manager
Housewise Property Management
07.2020 - 05.2021
- Managing diverse properties for NRI and Indian clients alongside a team of associates.
- Strategizing and planning property rental or sale initiatives. Addressing and resolving client issues and queries promptly.
- Overseeing daily updates from operations executives and strategizing future actions.
- Conducting background verifications for prospective tenants.
- Drafting rental agreements and inspection reports.
- Mentoring and training newly onboarded operations managers and associates.
- Reporting to the Founder & CEO and Senior Vice President of Operations.
Operations Associate
Housewise Property Management
04.2019 - 07.2020
- Managing a diverse portfolio of properties for NRI and Indian clients in the field.
- Conducting thorough property inspections as required and preparing detailed inspection reports.
- Strategically advertising properties across online and offline platforms.
- Engaging with prospective tenants and coordinating updates with the team. Facilitating property visits and providing in-person explanations of property features.
- Acting as a liaison between Operations Managers and clients. Handling tenant move-ins and move-outs efficiently.
- Assisting with society formalities and facilitating the rental agreement process.
- Gathering necessary details for background verification and ensuring comprehensive documentation.
- Conducting scheduled periodic inspections.
- Reporting directly to the designated Operations Manager.
Education
BBA - Business Administration
SRM IST
Chennai, India04.2021
Skills
- Customer Communications and Support
- Training and mentoring
- Ticket management
- Technical Troubleshooting
- Application support
- Customer Relationship Management (CRM)
- Escalation management
- Problem-Solving
- Problem-solving abilities
- Teamwork and Collaboration
- Attention to Detail
- Project Management
- Business Administration
- Customer Satisfaction
- Productivity Applications like M365, Jira, Salesforce, LeadSquared & Bigin
- Customer Retention
- Team Leading and Mentoring
- Documentation
- Coordination and Collaboration with Cross Functional Teams
- Continuous Development
- Report generation and preparation,
- KPIs Management
- Product and Process Training,
Certification
Career Essentials in Project Management: 2022
Microsoft and LinkedIn
Become a Project Manager: 2022
Project Management Institute
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementCompany CultureQuote
“Life is simple. Are you happy? Yes? Keep going. No? Change something.”
Software
M365
Salesforce
JIRA
Leadsquared
Bigin
Interests
Hobby writer
Sports watching
Timeline
Technical Support Executive
Omnex Systems
01.2023 - Current
Operations Associate
Byju's, Think and Learn Pvt. Ltd.
05.2021 - 12.2022
CRM Executive
Housewise Property Management
08.2020 - 05.2021
Operations Manager
Housewise Property Management
07.2020 - 05.2021
Operations Associate
Housewise Property Management
04.2019 - 07.2020
BBA - Business Administration
SRM IST
Similar Profiles
Jophin Francis GeorgeJophin Francis George
IIoT Engineer at Omnex Quality Academy India Pvt.LtdIIoT Engineer at Omnex Quality Academy India Pvt.Ltd
Debbi Lopez De Los SantosDebbi Lopez De Los Santos
Analyst at Omnex GroupAnalyst at Omnex Group
Jophin Francis GeorgeJophin Francis George
Associate Engineer IIoT Operations at Omnex Quality Academy India pvt.LtdAssociate Engineer IIoT Operations at Omnex Quality Academy India pvt.Ltd