Nikhil Kumar
Bangalore
Summary
Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments. Experienced and dependable general worker with a proven track record of efficiently completing tasks in various settings. Skilled in manual labor, equipment operation, and maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact. Forward-thinking professional with proven history of leadership, planning and problem solving. Adept collaboration with professional to accomplish demanding objectives, motivate staff, and organize resources. Systematic understanding of maintaining coverage for all operational needs.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manager
PW (PhysicsWallah)
03.2025 - Current
- Supervised and led teams of agents and content developers to enhance productivity.
- Fostered a collaborative work environment that encouraged team engagement.
- Provided guidance and support to team members, promoting professional development.
- Maintained accurate records of transactions between customers and company representatives.
- Developed and implemented sales strategies, resulting in increased market share.
- Facilitated meetings to address team concerns and improve workflow efficiency.
- Analyzed feedback from students and instructors to refine program offerings.
- Mentored junior managers in leadership skills and operational best practices.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Created and presented monthly sales performance reports to management.
- Managed daily operations of sales department while overseeing staff performance.
- Oversaw development and implementation of educational programs, coordinating cross-functional teams.
Associate Manager
PW (PhysicsWallah)
Bangalore
05.2023 - 03.2025
- Coordinated team activities to ensure efficient daily operations.
- Developed comprehensive training materials for new staff onboarding.
- Facilitated interdepartmental communication to strengthen collaboration.
- Analyzed operational data to pinpoint process improvement opportunities.
- Reviewed completed work for consistency, quality, and compliance.
- Provided leadership and mentoring to new employees on various company programs.
- Conducted interviews for prospective employees, offering input on hiring decisions.
- Maintained professionalism during stressful situations, effectively diffusing tension.
Senior Associate
PW (PhysicsWallah)
06.2022 - 05.2023
- Monitored customer interactions to identify areas of improvement in call quality and customer service.
- Ensured compliance with applicable laws, regulations, and company policies.
- Assessed trends in customer complaints, identified root causes, and developed corrective action plans.
- Developed and implemented strategies to improve call quality, such as training programs and process improvements.
- Created reports on call center metrics such as average handle time, abandonment rate, and first-call resolution rate.
- Evaluated performance of customer service representatives through monitoring of calls and provided feedback.
- Participated in hiring activities such as interviewing applicants and providing input into selection decisions.
- Provided coaching for agents based on individual performance reviews.
- Recommended changes or modifications to current procedures based on analysis of data collected from monitored calls.
- Actively participated in cross-functional meetings with other departments within the organization.
- Identified opportunities for continuous improvement in processes that impact the quality of incoming calls.
- Conducted regular audits of recorded calls to ensure adherence to standards and policies.
- Investigated escalated customer inquiries regarding product or service issues.
- Maintained up-to-date knowledge of industry trends related to call center operations and technology.
- Analyzed data from customer surveys to assess customer satisfaction levels with the call experience.
- Assisted in developing new techniques for evaluating employee performance during phone conversations.
- Performed detailed analysis of call recordings using various software applications.
Unit Head
NoBroker.com
06.2020 - 06.2022
- Analyzed customer feedback data to uncover areas of improvement within current business processes.
- Provided guidance on how best to use technology tools such as ERP systems for optimizing workflow and increasing productivity.
- Developed cost-benefit analyses associated with proposed process improvements initiatives.
- Coordinated cross-functional teams working on complex projects involving multiple stakeholders.
- Monitored performance of implemented process improvements using KPIs.
- Identified and analyzed process improvement opportunities to drive efficiencies in business operations.
- Performed data analysis on existing systems and processes, identified gaps between current state and desired future state, and developed appropriate corrective actions.
- Documented existing procedures and evaluated them against industry standards.
- Developed metrics to measure the success of process improvements.
- Created action plans to improve operational efficiency and effectiveness.
- Conducted research to identify best practices for process improvement initiatives.
- Facilitated meetings with key stakeholders to discuss potential issues that could arise during the project's execution phase.
- Implemented changes based on customer feedback, market trends, and other relevant data sources.
- Developed strategies for improving processes and documented process flows, identified areas of risk and recommended solutions.
- Prepared detailed reports regarding findings from process improvement projects including recommendations for changes or enhancements.
Product Manager
ODIN
05.2019 - 06.2020
- Planning of road map and MVP design by team efforts and contribution
- To meet clients to gather information about their requirements and to find out what needs researching, designing or usability testing
- Be involved in sketching, prototyping and on occasion user testing, before passing the design onto the development team.
- Product Strategy and Definition (Inbound)
- Strategy and vision
- Customer interviews
- Defining features and requirements
- Building roadmaps
- Release management
- Go-to-resource for engineering
- Sales and support training
- Product Marketing and Go-to-Market (Outbound)
- Competitive differentiation
- Positioning and messaging
- Naming and branding
- Customer communication
- Product launches
- Press and analyst relations
Quality Associate
Flipkart || Celtycs Outsourcing Services Pvt Ltd
Bangalore
06.2019 - 05.2020
- Tracked shipments of merchandise ordered via the catalog.
- Collaborated with designers on layout of catalog pages and visuals for marketing campaigns.
- Created reports to track order volume, stock levels, and product trends.
- Assisted customers in selecting appropriate products from the catalog.
- Generated purchase orders based on customer requests received through the catalog.
- Facilitated communication between vendors, customers, and internal teams.
- Organized data into spreadsheets for easy access by customers or staff members.
- Updated online store listings with current product information and pricing details.
- Processed orders quickly and accurately, ensuring customer satisfaction.
- Monitored competitor activity to stay abreast of industry trends.
- Managed customer service inquiries related to products listed in the catalog.
- Edited existing copy or wrote new copy for promotional material associated with the catalog.
- Implemented quality control procedures when receiving new merchandise from vendors.
- Researched new products to add to the catalog.
Quality Analyst
Unacademy
Bangalore
10.2018 - 03.2019
- Performed quality assurance checks on completed tickets to ensure accuracy of information provided to customers.
- Participated in ongoing training sessions regarding new products and updates to existing ones.
- Assisted customers in navigating website and troubleshooting issues with products or services.
- Provided feedback on current processes and procedures based on customer interactions.
- Assessed customer satisfaction levels throughout the interaction process.
- Developed an understanding of customer needs by actively listening during conversations.
- Documented all customer interactions and inquiries in the ticketing system accurately and completely.
- Identified opportunities for process improvements based on trends in customer feedback.
- Provided technical assistance to customers through online chat or telephone support.
- Answered customer inquiries regarding product features, pricing plans and orders.
Quality Analyst
Xiaomi India
07.2016 - 08.2018
- Utilized computer technology to handle high volume of calls in a timely manner.
- Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
- Performed call backs to customers as necessary for further assistance or clarification on inquiry topics.
- Assessed customer needs and provided solutions to resolve their issues in a timely manner.
- Collaborated with other departments within the organization when necessary.
- Developed strong relationships with customers through effective communication skills.
- Developed strong relationships with existing customers through proactive outreach via telephone conversations and emails.
- Provided customer service support to existing clients and potential customers.
- Monitored customer feedback regarding product performance and made appropriate adjustments accordingly.
- Resolved customer complaints in a timely manner while maintaining a professional attitude.
Customer Service Representative
HGS - Hinduja Global Solutions
08.2015 - 04.2016
- Worked as customer support representative with airtel
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Identified opportunities to upsell additional products or services when appropriate.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Attended regular training sessions on updates and changes within the industry or organization.
- Maintained accurate records of customer interactions for future reference.
- Maintained records of customer interactions, transactions, comments and complaints.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Performed outbound calling campaigns to promote new products or services.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Education
Bachelor of Engineering - BE - Computer Science
National Institute of Technology Raipur
01.2015
Master's degree - Industrial and Product Design
upGrad.com
Skills
- Operations Management
- Sales
- Customer Service
- Leadership
- Requirements Gathering
- Quality Assurance
- Business Development
- Project Management Office (PMO)
- Sales Operations
- Team Building
- Results Analysis
- Department Oversight
- Customer rapport
- Leasing and sales
- Departmental management
- Staff Training and Development
- Marketing Management
- Contract Management
- Brand Promotion
- Strategic Planning
- Public Speaking
- Business Administration
- Sales Coaching
- Financial Management
- Project Management
- Staff Management
- Negotiation
- Presentations
- Store management
- Contract Negotiation
Certification
Certified Product Manager (CPM) - upGrad.com
Awards
BEST TEAM LEAD - NoBroker.com (Jul 2021)
Affiliations
- Got appreciation from VSOD for protecting stray dog in our sociecty
Accomplishments
- Completed certifications from upgrad
Languages
English
First Language
Hindi
Beginner
A1
References
References available upon request.
Timeline
Manager
PW (PhysicsWallah)
03.2025 - Current
Associate Manager
PW (PhysicsWallah)
05.2023 - 03.2025
Senior Associate
PW (PhysicsWallah)
06.2022 - 05.2023
Unit Head
NoBroker.com
06.2020 - 06.2022
Quality Associate
Flipkart || Celtycs Outsourcing Services Pvt Ltd
06.2019 - 05.2020
Product Manager
ODIN
05.2019 - 06.2020
Quality Analyst
Unacademy
10.2018 - 03.2019
Quality Analyst
Xiaomi India
07.2016 - 08.2018
Customer Service Representative
HGS - Hinduja Global Solutions
08.2015 - 04.2016
Bachelor of Engineering - BE - Computer Science
National Institute of Technology Raipur
Master's degree - Industrial and Product Design
upGrad.com
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