Nikhil Gaikwad
IT and support professional
Pune
Summary
An effective communicator possessing excellent presentation & soft skills with honed marketing management. Recognized for successfully meet targets, proficiently formulating and implementing budgets, building high-performing teams and nurturing fruitful satisfaction towards customers. Skilled at creating efficient reporting tools to support effective business decision making at all levels of the customer service. World-class presentation skills as well as proven ability to deliver recommendations in a way that drives fosters company-wide adoption and continuous improvement.
Overview
8
8
years of professional experience
3
3
Languages
Work History
System Administrator
Wipro
Pune
06.2024 - 05.2025
- Advance knowledge of Microsoft word, excel, teams and powerpoint
- In depth knowledge of Microsoft outlook
- Experienced to handle calls on Avaya and support over teams chat
- Experience in creating and resolving tickets/diagnose and troubleshooting
- Excellent knowledge of ITIL and incident management
- Basic knowledge of Microsoft Azure
- Excellent knowledge of Active directory, DNS, DHCP and networking
- Excellent knowledge of windows operating systems (windows10, windows11)
- Worked on project tools such as: Avaya, service now
- Project worked on: NOKIA
Operational Analyst
Allstate Solutions Pvt LTD
Pune
01.2023 - 04.2024
- (Work on claim resolution strategies to settle claims
- Focus on recovery for clients for the auto and property damage claims
- Follow up with vendors and third party to Subrogate effectively to reimburse for client paid and get the recovery for the damages
- Streamlining the process of Subrogation using MS Excel, PowerPoint tools to deliver the best service to client and speeding the process of claim settlement
- R&D on every claim file and process it to the relevant department for quick resolution
- Maintaining the AHT/PCT (5-7 minutes) to complete the claim cycle within the given production timeframe
- Achieving and processing claims with daily given production targets with no SLA misses
- Ensuring to build trust with clients by providing optimum service
- Handling inbound and outbound calls
- Rescheduling calls with third party and businesses proactively to streamline the process of recovery
- R&D and execution on every case file in controlling credit and fraudulent risk management
Customer Service Associate
Amazon Development Centre India Private Limited
Pune
05.2017 - 01.2023
- Understanding need and doing analysis of the customer
- Helping customer to choose products as per requirement
- Giving product knowledge and helping the customer to buy the product with appropriate satisfaction
- Resolving customers query related to product along with before or after purchase
- Follow up Chat, email and call for the customer in case of future purchases
- Building the faith and maintaining the customers trust with accurate assistance and providing the correct resolution
- Risk control management over accounts of customers
- Analyzing concession abusive customers and preventing them from concession abuse by applying accurate tool
- Providing optimum support over chat, messages and email and resolving issues before and after purchases
- Developing the business for the company and helping in growth and development with accurate customer satisfaction
- Maintaining the customer obsession at the first priority
- Minimizing customers efforts and helping them to fulfill their needs
- Escalating the chats, emails and messages under escalation process and creating follow up to ensure the issue is resolved
- Providing one stop support to customers and reducing customer efforts
- Role: Handling Chat process for North America, U.K and Canada
- Also handling cross skills like Vikings, M.U and CAP
- Handling blended process and providing support over messages, emails and calls (60-80/shift)
Education
Diploma - Engineering
SES Polytecnic
Solapur 03.2007 - 3 2011
Achievements -
10.2017 - 4 2024
Skills
Critical thinking
Problem solving
Fast learner
Leadership skills
Ability to work in a team
Adaptability
Effective time management
Accomplishments
- Cleared AIDA-L1 assessment certification, 04/01/24
- Achieving 100% file quality and Customer value score for the month of November, 11/01/23
- Best production employee of the month for September, 09/01/23
- R&R for the month of July, 07/01/23
- Promoted to SME for floor support
- Best employee of the year, 2019
- Awarded with top performer of the peak, 2018
- Awarded with best performer award for the months of Sep, Oct, Nov and Dec, 2017
- Awarded with Paramveer award for the months of Oct and Dec, 2017
Details
Pune, Maharashtra, 8999353817, nikhilga737@gmail.com
Timeline
System Administrator
Wipro
06.2024 - 05.2025
Operational Analyst
Allstate Solutions Pvt LTD
01.2023 - 04.2024
Achievements -
10.2017 - 4 2024
Customer Service Associate
Amazon Development Centre India Private Limited
05.2017 - 01.2023
Diploma - Engineering
SES Polytecnic
03.2007 - 3 2011