Nikita Gauta
Gurugram
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
9
9
years of professional experience
Work History
Customer Support Team Lead
Zenoti
Gurugram
10.2015 - Current
- Provided customer onboarding and training to ensure successful product adoption.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Managed customer inquiries and complaints in a professional manner.
- Researched new technologies and initiatives to improve customer experience.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Created reports outlining customer usage and retention metrics.
- Conducted regular check-ins with clients to ensure their needs were met.
- Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
- Developed custom solutions for customers based on their individual business objectives.
- Coached team members on best practices for delivering exceptional customer experiences.
- Implemented feedback loops from customers into product development processes.
- Maintained up-to-date knowledge of industry trends related to customer success management.
- Gathered insights from customers through surveys, interviews, focus groups.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Established processes for measuring customer satisfaction rates across multiple channels.
- Monitored KPIs to assess customer engagement.
- Drove customer escalations to resolution by engaging directly with clients.
- Met with customers to discuss best practices and drive outcomes.
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Developed and established new relationships to drive company growth.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
- Designed processes to drive results and identify improvements.
- Coordinated training programs, enabling staff to support company objectives.
Education
MBA - HR And Operations
ICFAI Business School
Hyderabad04-2015
Skills
- Analytical
- Public Speaking
- Problem-Solving
- Decision-Making
- Teamwork and Collaboration
- Team Management
- Policy Enforcement
- Account Management
- Regulatory Compliance
- Quality Control
- Inbound and Outbound Calling
- Senior leadership support
- Cross-Functional Collaboration
Affiliations
- Love to travel
- Exploring unique and quirky places locally
- Animal lover
- Music and dance enthusiast
Accomplishments
- Awarded Star performer
- Awarded team player
- Quick to be promoted as Team Lead
- First to establish Team Processes and expand across teams.
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
References
References available upon request.
Timeline
Customer Support Team Lead
Zenoti
10.2015 - Current
MBA - HR And Operations
ICFAI Business School
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