Nikhila Nalla
Hyderabad
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
7
7
years of professional experience
Work History
DTTL Service Desk- Talent (CIC)
Deloitte SVCS India PVT LTD
Hyderabad
03.2023 - Current
- Currently working as a member of SVC DESK - TALENT, where I interact with active and inactive members of the organization for the USI region, providing resolutions to their queries on Talent and Payroll.
- Provide assistance and support for incoming queries, issues, and requests through phone calls, emails, and chat.
- Create service tickets to document all inquiries, incidents, requests, and resolutions.
- Resolved customer complaints promptly and professionally.
- Ensured that all customer interactions were logged accurately in the help desk database.
Customer Support Executive
Team Lease Digital PVT LTD
Hyderabad
02.2022 - 03.2023
- Answered customer inquiries via phone, email, and chat.
- Resolved customer issues in a timely manner.
- Maintained accurate records of customer interactions.
- Ensured compliance with company policies and procedures.
Process Associate
IGT Solutions PVT LTD
12.2020 - 12.2021
- Conducted daily process reviews to identify areas for improvement and increased efficiency.
- Developed process documentation, including procedure manuals, user guides and job aids.
- Monitored performance metrics to measure process effectiveness and suggest modifications as needed.
- Analyzed existing processes to determine areas for automation or streamlining.
- Resolved customer service inquiries within established time frames while maintaining a high level of quality assurance.
- Participated in regular team meetings and provided input on ways to improve existing processes.
Senior Executive
STARTEK
Bangalore
11.2018 - 10.2020
- Provided travel information to customers and answered questions regarding passports, visas, transportation, accommodation, and tour packages.
- Organized flights, insurance, and accommodations for travelers according to their preferences.
- Assisted customers in selecting the best possible package with the least expense.
- Researched availability of airfare and hotel rooms using reservation systems.
- Prepared customized itineraries based on customer needs and preferences.
- Processed payments from clients via cash or credit cards.
- Handled customer complaints in a professional manner to ensure satisfaction with the service provided.
- Maintained up-to-date knowledge of airline regulations concerning ticketing procedures and restrictions.
- Advised customers on necessary documents needed for international travel such as passport applications or visa requirements.
- Created travel itineraries and made adjustments to meet client specifications.
- Took payments via credit and debit cards and handled sensitive information with professionalism and discretion.
- Researched hotels and airfare options to best meet client needs and expectations.
Education
Bachelor of Science - Aeronautical Engineering
Malla Reddy College of Engineering And Technology
Hyderabad05-2017
GED -
Sri Chaitanya Junior College
Warangal 03-2013
High School -
ST. Thomas High School
Warangal 03-2010
Skills
- Customer service excellence
- Quality Assurance
- Complaint Handling
- Incoming Call Management
- Help Desk Support
- Online Chat Support
- Customer Communication and Empathy
- Continuous Improvement
- Written Communication
- Problem-solving abilities
Activities
- Science fair Competition (Warangal )
- Quadcopter Modelling ( IIT Mumbai Fest)
- Paper Presentation (MRCET)
Personal Information
- Father's Name: Nalla Emmanuel Raj (Late)
- Date of Birth: 08/19/1995
- Gender: Female
- Nationality: Indian
- Marital Status: Unmarried
Contactaddress
301, HNo 1-60/30/194/136, Anjaiah Nagar
Behind Dwell women's PG
Gachibowli
Hyderabad, Telangana, 500032, IND
Languages
- English
- Telugu
- Hindi
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Languages
Telugu
First Language
English
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1
Timeline
DTTL Service Desk- Talent (CIC)
Deloitte SVCS India PVT LTD
03.2023 - Current
Customer Support Executive
Team Lease Digital PVT LTD
02.2022 - 03.2023
Process Associate
IGT Solutions PVT LTD
12.2020 - 12.2021
Senior Executive
STARTEK
11.2018 - 10.2020
Bachelor of Science - Aeronautical Engineering
Malla Reddy College of Engineering And Technology
GED -
Sri Chaitanya Junior College
High School -
ST. Thomas High School