Nikhil Mourya
Configuration Success Analyst
Faridabad
Summary
A skilled multi-tasker holding 4 years of experience, a B2 certified Spanish language professional with a diverse background and a passion for excellence. Through my exposure to Leadership, Operations, Collection, Customer Success, Configuration and translation, I've encountered exciting challenges and developed invaluable skills.
Overview
4
4
years of professional experience
1
1
Certification
3
3
Languages
Work History
Configuration Success Analyst
Ingnius Systems Pvt. Ltd.
07.2021 - Current
- Delivering technical support for all SiteMinder products and services to both internal and external customers, with a main emphasis on customers in English-speaking regions.
- Maintaining and building strong customer relationships, prioritize delivering outstanding onboarding experiences, offering comprehensive technical support, and ensuring customer loyalty through exceptional levels of service across various communication channels such as phone and email.
- Ensuring every case is addressed promptly and either resolved or escalated to the right team, following the company's service level agreements and individual performance indicators. It is crucial to prioritize the workload effectively to ensure efficient handling of cases.
- Assisting Onboarding team with urgent request or escalated ad-hoc task to be completed within a given time frame.
- Foster strong connections with clients to enhance customer retention and loyalty.
- Identifying each customer's support and configuration requirements, setting expectations, and resolving issues whilst delivering against the role key performance indicators (KPIs).
- Delivering training courses to the new joiners. Organized training sessions, prepared all instructional materials and planned refresher courses for all the team members.
- Publishing various internal and external reports, assigning cases to the team.
- By adhering to our client's established practice process and procedures, particularly when it comes to promptly addressing and escalating any security concerns or breaches, we ensure a robust and secure environment for our valuable assets.
Spanish Collection Executive
Eli India
01.2020 - 03.2021
- Making outbound calls to customers who are delinquent on payments.
- Handling inbound calls and solve questions, queries and complaints.
- Analyze customer's financial situation and offer best solutions.
- Maintain high call volumes, follow collection call model and performance standards, and utilize skip tracing to chase default costumers.
- Perform account maintenance or updates.
- Strategize best course of action to collect.
- Working as a team member and collaborate with peers and supervisor to make collection department smoothly.
- Develop and practice professionalism over the phone.
Education
PGDM - Business Management (Marketing)
NMIMS - School For Continuing Education
Noida, India 04.2001 -
Bachelor of Arts - Humanities
School of Open Learning, Delhi University
New Delhi, India 04.2001 -
Skills
MS Office
Reporting
Accounts Receivable
Troubleshooting
Strong ability to work independently as well with large and diverse team
Quick learner, ability to learn and adapt to new system/processes very quickly
Root Cause Analysis
Certification
Spanish-B2 Certification Instituto Hispania- New Delhi, India
Timeline
Configuration Success Analyst
Ingnius Systems Pvt. Ltd.
07.2021 - Current
Spanish Collection Executive
Eli India
01.2020 - 03.2021
PGDM - Business Management (Marketing)
NMIMS - School For Continuing Education
04.2001 -
Bachelor of Arts - Humanities
School of Open Learning, Delhi University
04.2001 -