Nikhil M
Navi Mumbai
Summary
Dynamic professional with a proven track record , enhancing client satisfaction through exceptional service and effective problem-solving. Skilled in client relationship management and training, I excel in fast-paced environments, demonstrating strong communication and technical documentation abilities. Achieved significant improvements in operational efficiency and team knowledge, making a tangible impact on service quality.
Overview
5
5
years of professional experience
Work History
Support Specialist
Revolut Technologies
05.2023 - Current
- Provided exceptional customer service by addressing inquiries and resolving issues related to banking products and services via various platforms.
- Trained new team members on customer service best practices and bank policies, contributing to a knowledgeable team environment.
- Utilized critical thinking to troubleshoot and resolve customer complaints, enhancing customer satisfaction and loyalty.
- Assisted customers via multiple channels, including phone, email, and chat, ensuring consistent and high-quality service.
- Utilized CRM software, Jira to document interactions, track customer inquiries, and follow up on unresolved issues.
Senior ERC Associate-HR Assistant
Amazon Development Centre
02.2022 - 02.2023
- Reviewed timesheets, work charts, wage computation, and other information to detect and reconcile payroll discrepancies for the concerned employees as per the request raised by them.
- Responded to employee inquiries via e-mail, phone, chat and ticketing tools regarding policies, programs and benefits in a timely and accurate fashion.
- Calculate pay according to hours worked, incorporating paid time off, partially paid leaves and overtime.
- Prepared data promptly and accurately for payroll purposes on a weekly/biweekly/monthly basis.
Senior Executive-Returns Operations
Workcell Solutions
12.2020 - 12.2021
- Develop, document, and implement support process improvements for increased efficiency and improved customer and client service.
- Worked Closely with Human Resources and Senior Leadership to address and resolve client issues.
- Provided assistance to all Supply Chain and support to all brands as deemed by the Director, Customer Service.
- Processes incoming work as assigned to make sure all standard transactions are processed in receipt date order and time service goals are achieved.
Executive-Operations
Hexaware Technologies
10.2019 - 11.2020
- Analyzed and implemented improvements to client support processes to improve operational efficiency.
- Interacted well with customers to build connections and nurture relationships.
- Managed tasks assigned using Trouble Ticketing and management system.
- Follow up with clients to ensure that client and customer inquiries are resolved within the contracted or agreed upon time frame.
- Managed high volume and variety of client inquiries over multiple platforms.
Education
Secondary -
S.S.N.E School of Education
Navi Mumbai01-2011
Higher Secondary -
S.S.N.E School of Education
Navi Mumbai01-2013
Bachelor of Electronics And Telecommunication -
Pillai HOC College of Engineering And Technology
MumbaiSkills
- Customer Relationship Management
- Training and coaching new members
- Technical background
- IT ticket documentation
- Collaborative Team Player
- Excellent Communication skills
Languages
English
Hindi
Marathi
Malayalam
Timeline
Support Specialist
Revolut Technologies
05.2023 - Current
Senior ERC Associate-HR Assistant
Amazon Development Centre
02.2022 - 02.2023
Senior Executive-Returns Operations
Workcell Solutions
12.2020 - 12.2021
Executive-Operations
Hexaware Technologies
10.2019 - 11.2020
Secondary -
S.S.N.E School of Education
Higher Secondary -
S.S.N.E School of Education
Bachelor of Electronics And Telecommunication -
Pillai HOC College of Engineering And Technology
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