Nikhita Pillai
Service Operations Manager
New Delhi
Summary
Experienced collaborative manager with a strong background in team leadership, planning, and organizational skills. Proven ability to equip employees with the tools they need to handle daily functions and meet customer needs independently. Skilled trainer and mentor with exceptional management abilities and a results-driven approach.
Overview
13
13
years of professional experience
4
4
Languages
Work History
Manager - Service Operations
Prakria Marketing Services Pvt Ltd
New Delhi
03.2019 - Current
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained employees to maximize team agility and performance.
- Expanded expertise beyond operations, effectively managing client servicing by overseeing projects from initial brief to successful execution.
- Managed and motivated employees to be productive and engaged in work.
Product Support Specialist and Coordinator
VINOVE SOFTWARE & SERVICES PVT LTD.
New Delhi
09.2015 - 03.2016
- Invoicera is an online invoicing application that was founded with the mission of simplifying business communication
- It simplifies the process of account receivable/management by facilitating a platform that lets suppliers and vendors interact with each other with ease, without the need of a phone call or an email
- Invoicera is one of the most powerful cloud-based invoicing application with unparalleled features for various customer types, flexibility, scalability and flexible licensing powering more than 2M+ users and over 25 Enterprises generating more than 200M+ invoices each year.
Associate Geographic Technician
HERE MAPS (Nokia Location & Commerce)
Mumbai
09.2012 - 12.2014
- Project Responsible: Led Quality Acceptance Projects with the Quality team.
- Quality Analyst: Ensured quality across all projects, maintaining QA percentage each quarter.
- MIS Reports: Created and tracked MIS reports for EU region projects, developed SOPs, and supported Project Leader with documentation.
- Clarity: Trained in key modules like Project & Resource Management, Time Management, Project Scheduling, and more.
- Call Leader: Led weekly project calls for QA projects with European teams and OPC Project Leaders.
- Trainer: Trained new members for Navigable Coverage projects during Idle Database Closure
Education
MBA in Operations Management -
ITM Business School
New Delhi08.2017
Bachelor of Science - Information Technology
Model College of Science & Commerce
Mumbai06.2011
HSC -
V.K.Krishna Menon College
Mumbai05.2008
SSC -
Model English High School
Mumbai06.2006
Skills
Proficient in MS Office Suite
Excellent in Crisis Management
Operations management
Strategic development
Strategic decision-making
Project management
Cross-functional teamwork
Complex Problem-solving
Effective communication
Data analysis
Risk mitigation strategies
Strategic stakeholder communication
Accomplishments
- Successfully completed Lean Training in HERE Maps India Pvt. Ltd.
- Successfully completed Quality Management System training in HERE Maps.
- Recognized as 'Best Performer of the Year' for two years in a row.
Timeline
Manager - Service Operations
Prakria Marketing Services Pvt Ltd
03.2019 - Current
Product Support Specialist and Coordinator
VINOVE SOFTWARE & SERVICES PVT LTD.
09.2015 - 03.2016
Associate Geographic Technician
HERE MAPS (Nokia Location & Commerce)
09.2012 - 12.2014
MBA in Operations Management -
ITM Business School
Bachelor of Science - Information Technology
Model College of Science & Commerce
HSC -
V.K.Krishna Menon College
SSC -
Model English High School
Disclaimer
I, hereby declare that the information furnished above is true to the best of my knowledge.