Nikita Dhengale
Pune
Summary
Total 6+ years of Experience in Customer Service. Goal-oriented Team Manager commended for first-rate leadership, communication and multitasking abilities. Well-versed in implementing team objectives and goals and mediating interpersonal issues. Hands-on experience overseeing daily operations and guiding team members toward achieving goals.
Overview
6
6
years of professional experience
Work History
Team Manager – Customer Support
Amazon Development Center India Pvt Ltd
Pune
04.2021 - Current
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
- Partnered with upper management and HR to identify effective resolutions for employee relations issues.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Customer Service Resolution Specialist
Amazon Development Center India Pvt Ltd
Pune
08.2019 - 04.2021
- Performed additional duties as assigned by supervisor or management team.
- Implemented corrective measures for resolving escalated customer grievances.
- Provided timely responses to customers while ensuring accuracy of information.
- Identified trends in customer inquiries and complaints to suggest process improvements for better efficiency.
- Updated knowledgebase documents regarding commonly encountered problems or questions.
- Participated in team meetings focused on developing strategies for delivering superior support services.
- Monitored progress of open cases and escalated unresolved issues as necessary to the appropriate personnel or department.
- Assisted in training new hires on best practices for handling customer service matters.
- Established trust through effective communication and follow-up on customer requests and concerns.
- Collaborated with other departments to ensure resolution of complex customer service issues.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Mentored junior team members and managed employee relationships.
Customer Service Associate
Amazon Development Center India Pvt Ltd
Pune
10.2017 - 08.2019
- Followed policies and procedures to meet or exceed established performance requirements.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Education
Bachelor of Engineering - Electronics And Tele-Communication Engineering
Smt. Radhikatai Pandav College of Engineering,
Nagpur03-2015
HSC - Science
Shri. Shivaji Jr. Science College, Rithad
Washim03-2010
SSC -
Manikgarh Cement English School
Gadchandur03-2008
Skills
- Performance Coaching
- Stakeholder Management
- Customer Service
- Time Management Abilities
- Teamwork and Collaboration
- Managing Operations and Efficiency
- Documentation and Reporting
- Idea Development and Brainstorming
- Employee Coaching and Mentoring
- Performance Tracking and Evaluation
Accomplishments
· Received "Outstanding Leader Award " as Team Manager for Q2’21
· Received "Outstanding Leader Award " as Team Manager for Q4’22
Personal Details
- Permanent Address : F1 1103, Tanish Orchid, Pune- Aalandi Road, PCMC Pune, 412015
- Date of Birth : 12th June 1992
- Gender : Female
- Marital Status : Married
- Language Known : English, Hindi, Marathi
- Nationality : Indian
Declaration
I hereby declare that the above furnished information is true to the best of my knowledge and would be pleased to provide additional information if required.
Timeline
Team Manager – Customer Support
Amazon Development Center India Pvt Ltd
04.2021 - Current
Customer Service Resolution Specialist
Amazon Development Center India Pvt Ltd
08.2019 - 04.2021
Customer Service Associate
Amazon Development Center India Pvt Ltd
10.2017 - 08.2019
Bachelor of Engineering - Electronics And Tele-Communication Engineering
Smt. Radhikatai Pandav College of Engineering,
HSC - Science
Shri. Shivaji Jr. Science College, Rithad
SSC -
Manikgarh Cement English School
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