Nikhil Jain
Delhi,DL
Summary
A result focused Leader with 12+ years of experience in Servicing Transformation, Process Migration, Change Management, Problem Solving and Leadership. Proficiency in applying 1st Principle Thinking, getting to the root cause & delivering solutions. Excellent written and verbal communications skills, with demonstrated ability to influence all levels of management.
Overview
12
12
years of professional experience
Work History
Assistant Manager
Cvent
01.2021 - Current
- Actively involved in Strategy Formation and Daily Decision Making.
- Working with internal and external Technology teams/companies to upgrade Call Handling & Monitoring Capabilities and introducing Automation in Reporting.
Team Leader
Cvent
11.2017 - 12.2020
- Revamped servicing methodology by training a technologically savvy work force on the nuances of Servicing.
- Re-imagined Employee Engagement initiatives for an always busy line of business.
- Worked with Internal and External Stakeholders to streamline the hiring life cycle.
- Core Member of the Talent Redeployment Team (Created to strategically use the redundancies created due to Covid.
Team Leader
American Express
11.2014 - 10.2017
- Transformed Team Canada Result and converted it from a being looked as dumping ground to one of the Most Respected Process of Amex.
- Travelled to UK to migrate the UK Fraud Prevention processes to India.
- Was responsible for complete setup (Hiring Strategy, Training Strategy and Curriculum Design, Governance, Operational Execution).
- Delivered similar results to Canada within UK team in half the time.
Team Captain
American Express
01.2014 - 11.2014
- Constantly worked with the Bottom Performers to improve CSAT scores, created multiple success stories.
- Nikhil Jain - page 1.
- Achieved 700bps improvement changing the focus area of feedback delivery.
Customer Service Advisor
American Express
11.2011 - 12.2013
- Handled calls from US and Canada Clients regarding suspected fraud charges.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Customer Service Representative
Barclays
02.2009 - 11.2011
- Handled calls from UK customers regarding their day to day banking needs.
- Delivered Best in class service while over-achieving on Sales Targets.
Education
Certificate Course, International Business Environment and Global Strategy -
Indian Institute Of Management Bangalore
01.2017 - 01.2018
Bachelor's degree - Business/Commerce, General
Delhi University
01.2007 - 01.2011
Skills
Customer Service
Timeline
Assistant Manager
Cvent
01.2021 - Current
Team Leader
Cvent
11.2017 - 12.2020
Certificate Course, International Business Environment and Global Strategy -
Indian Institute Of Management Bangalore
01.2017 - 01.2018
Team Leader
American Express
11.2014 - 10.2017
Team Captain
American Express
01.2014 - 11.2014
Customer Service Advisor
American Express
11.2011 - 12.2013
Customer Service Representative
Barclays
02.2009 - 11.2011
Bachelor's degree - Business/Commerce, General
Delhi University
01.2007 - 01.2011
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