Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Nikesh Shah

Mumbai,MH

Summary

  • M.B.A. in Operations with 14 years of dedicated customer service experience in airline industry. Team player exibiting positive demeanor and proven skills in establishing rapport with clients. Ever motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Results-oriented with a nick for developing relationships, cultivating partnerships and growing businesses.

Overview

4
4
Languages
4
4
years of post-secondary education
11
11
years of professional experience

Work History

Senior Customer Service Associate

Emirates
Mumbai, MAHARASHTRA
03.2010 - Current
  • Developed dynamic ownership skills to resolve customer service issues using company processes and policies.
  • Used consultative sales approach by asking in-depth questions & to understand customer needs and recommend relevant offerings.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Connected with current as well as potential customers using new age media options as relevant to promote & maintain brand value of the company.
  • Provided onboarding and guidance as a designated mentor to new joiners by assisting them to meet sales goals while simultaneously creating opportunities for them & the business.

Education

MBA - Operations Management

Welingkar Institute
Matunga
04.2013 - 10.2014

High School Diploma -

L S Raheja College `
Santacruz West
06.2006 - 04.2007

SSC -

L S Raheja College
Santacruz West
06.2003 - 02.2004

SSC -

St. Xavier's High School
Borivali East
06.2001 - 03.2002

Skills

    Coaching and mentoring

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Accomplishments

  • Collaborated with quality team in the development of an internal project to reduce handling time of calls while maintaining the calibre of the agents handling the customers.
  • Conferred with Best Performer of the Year award continuously for 6 years.

Timeline

MBA - Operations Management

Welingkar Institute
04.2013 - 10.2014

Senior Customer Service Associate

Emirates
03.2010 - Current

High School Diploma -

L S Raheja College `
06.2006 - 04.2007

SSC -

L S Raheja College
06.2003 - 02.2004

SSC -

St. Xavier's High School
06.2001 - 03.2002

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Nikesh Shah