Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Hi, I’m

Nikhil Agarwal

Kolkata
Nikhil Agarwal

Summary

I am a professional over 10 years of experience leading teams in sales, operations, and customer service across diverse industries such as fin-tech, ed-tech, Web services and SAAS, I believe my background aligns well with the qualifications you are seeking. Currently, as a Team Lead at Revolut Technologies, I manage a team while focusing on enhancing operational efficiency, developing processes to drive exceptional customer service, and improving key business metrics. My previous roles have equipped me with a strong foundation in sales strategy, team leadership, and data-driven decision-making. Additionally, my expertise in CRM platforms like Salesforce, Hubspot, and Leadsquared, along with advanced skills in MS Excel, JIRA, Confluence, Metabase, and Looker, allows me to streamline operations and improve overall team performance.

Overview

10
years of professional experience

Work History

Revolut Technologies India Pvt Ltd

Team Lead
01.2024 - 02.2025

Job overview

  • Managing the team of 10-15 CSAs. Improved first-response time by 22% and resolution accuracy by 18% via process optimization.
  • Managing the daily performance of employees, ensuring adherence to SLA expectations, monitoring performance indicators, conducting regular one to ones, team meetings and performance reviews. Mentored junior staff members in best practices related to process management.
  • Conducted audits on existing processes to ensure compliance with industry standards and regulations. Developed and implemented process improvement strategies to enhance efficiency and productivity. Identified opportunities for automation within organization's processes, leading to increased efficiency.
  • Interacting and collaborating with teams from different regions and cities across the globe to constantly improve service levels. Collaborated with stakeholders to gather input on potential improvements or changes in processes.

Think & Learn Pvt Ltd (BYJU's)

Business Development Manager
03.2022 - 09.2023

Job overview

  • Lead the team combined of both ISAa and DSAs. Also acted as a customer success specialist and ensured smooth onboarding of clients. Achieved highest sales in the Eastern region securing Top Performer badge twice for the East Indian territories.
  • Supervised teams and individuals, giving feedback on performance and setting goals for improvement. Monitored team operations and workflow during busy periods, making adjustments to improve pace.
  • Implemented customer relationship management CRM tools to track client interactions efficiently. Managed sales pipeline and forecasted revenue projections accurately. Collaborate with cross-functional teams, including marketing and product development, to ensure client needs are met.
  • Develop and implement effective sales strategies to meet and exceed client acquisition targets. Train the team to optimize the sales performance and provide the feedbacks to ensure quality sales is generated.

Webskrulls

Sales & Operations Manager
07.2019 - 03.2022

Job overview

  • Forming and managing cross-functional program teams. Mentored 100+ sales professionals and 30+ account managers/ customer success associates. Reduced operational costs by 30% while maintaining 95% client retention.
  • Planning, organizing, managing, and executing complex programs across multiple organizations and stakeholders. Work closely with senior executives at partner agencies to successfully drive partnership to achieve results.
  • Overseeing daily operation of the company in key domains such as sales, collection, retention etc. Optimization of organizational resources to manage administrative and operational needs within budgetary framework
  • Track, monitor and improve performance of the partner to measure and manage their output efficiency. Forecast and report business growth and other key metrics, including tracking actual progress toward forecasts.

Clarus Telecom India Pvt Ltd

Accounts Manager
04.2019 - 07.2019

Job overview

  • Handle inquiries and requests from customers and address their needs. Stay on top of accounts, making sure they receive services that are within their budget and meet their needs. Achieved the highest sales by converting the client lifecycle value to 9x value than expected.
  • Meet regularly with other team members to discuss progress and find new ways to improve business. Advocate for clients with Customer Support and Marketing to ensure customers satisfaction and appropriately introduce new products as they relate to client needs.
  • Generate progress reports for clients and senior leaders within the organization. Identify upsell, cross-sell, and renewal opportunities and communicate with the sales team regularly

Elagoon Business Solutions

Team Supervisor - Inside Sales
03.2018 - 04.2019

Job overview

  • Headed the team of 25 associates and also acted as a key account manager for B2B clients as individual contribution. Actively monitor customer health, usage trends, and satisfaction indicators to proactively mitigate churn risk during the customer lifecycle.
  • Monitored team operations and workflow during busy periods, making adjustments to improve pace. Coached new employees struggling with specific tasks. Onboarded new hires and mentored each side-by-side to build high-performing team.
  • Escalated complex or unresolved issues to higher-level management for further investigation and resolution. Negotiated contracts with external vendors or partners as needed to improve operational efficiency or enhance overall customer experience.

Phoenix Analytical Systems

Senior Associate - Inside Sales
12.2014 - 03.2018

Job overview

  • Joined as a senior associate, promoted to team supervisor in 6 months.
  • Created training materials for new associates and facilitated orientation sessions. Conducted market research to support business development efforts. Understood and used basic selling skills to engage and present solutions.
  • Collaborated with cross-functional teams on various projects. Supported sales initiatives by identifying potential leads and opportunities.+ Maintained accurate records of client interactions using CRM software.

Education

Techno India College of Technology
Kolkata, India

Bachelor of Technology (B.Tech) from Computer Science And Engineering.
07-2018

Skills

  • Team Leadership & Mentorship
  • SLA & KPI Monitoring
  • Customer Satisfaction (CSAT/NPS) Optimization
  • Support Process Improvement
  • Global Stakeholder Collaboration
  • CRM & Ticketing Tools (Salesforce, HubSpot, Zendesk)
  • Data Analysis & Reporting (Looker, Power BI, Excel)
  • Training & Onboarding Programs

Accomplishments

  • Reduced ticket resolution time by 25% through SLA redesign.
  • Increased team CSAT score by 20 points in under six months.
  • Achieved 95%+ client retention across multiple roles.
  • Built and led high-performing teams of up to 100+ members.

Languages

English
Hindi
Bengali

Timeline

Team Lead

Revolut Technologies India Pvt Ltd
01.2024 - 02.2025

Business Development Manager

Think & Learn Pvt Ltd (BYJU's)
03.2022 - 09.2023

Sales & Operations Manager

Webskrulls
07.2019 - 03.2022

Accounts Manager

Clarus Telecom India Pvt Ltd
04.2019 - 07.2019

Team Supervisor - Inside Sales

Elagoon Business Solutions
03.2018 - 04.2019

Senior Associate - Inside Sales

Phoenix Analytical Systems
12.2014 - 03.2018

Techno India College of Technology

Bachelor of Technology (B.Tech) from Computer Science And Engineering.

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