Nikita Mohanani
Jaipur
Summary
Accomplished Assistant Manager with extensive experience in customer service management, team leadership, and strategic planning. Proven track record of enhancing customer experience through data analytics, KPI tracking, and process optimisation. Adept at managing large teams, conducting VOC analysis, and implementing effective retention strategies. Demonstrated expertise in project management, stakeholder collaboration, and cross-functional coordination. Career goal: to leverage skills in a senior management role to drive operational excellence and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Assistant Manager
GIVA
Jaipur
07.2023 - Current
- Managed a team of 50 CSAs and team leads to enhance customer experience through various channels.
- Designed and kept updated dashboards and reports monitoring crucial performance metrics, aiding in strategic business choices.
- Analyzed customer data and forecasted trends to improve team performance and boost retention rates.
- Spearheaded Net Promoter Score (NPS) analysis and Root Cause Assessments (RCAs) to develop effective customer retention strategies.
- Conducted Voice of Customer (VOC) analysis, and leveraged RCA-driven insights to implement continuous improvements.
- Led special projects and initiatives aimed at optimizing customer experience and operational effectiveness.
- Led weekly staff meetings to discuss targets, performance improvements, and customer feedback.
- Collaborated with the marketing department to support in-store and online feedback.
- Led cross-functional collaborations with stakeholders to identify data needs, and ensure data integrity.
Team Leader
Dealshare
Jaipur
01.2022 - 04.2023
- Managed customer experience across social media platforms, including WhatsApp, Twitter, and Instagram.
- Oversaw the daily functions of a team consisting of 70 customer support representatives, engaged in inbound queries and social media management.
- Handled issue resolution and managed escalations.
- Designed and sustained multiple process-level SOPs to facilitate effective department interactions.
- Monitored early warning systems to ensure project efficiency.
- Capacity planning, roster, and scheduling for the inbound and social media team.
- Supported efforts to uphold and improve CSAT metrics.
- Consistently met KRAs and monitored process targets such as AHT, quality, absenteeism, attrition, leaves, and offs.
- Demonstrated strong capabilities in presenting data through detailed research and coherent explanation.
- Coordinating with HR for new hiring and backfill.
Team Lead
Fabriclore Retail Pvt Ltd
Jaipur
03.2021 - 12.2021
- Managed a customer service team, consistently meeting SLAs.
- Provide assistance and support to other areas of the business.
- Oversaw customer inquiries via calls and emails across domestic and international support channels.
- Handle order processing and maintain backlog records.
- Overseeing BQ slot management for the whole floor while providing targeted guidance.
- Ensured consistent guidance and support during weekly evaluations.
Team Leader
Girnar Care(Cardekho)
Jaipur
08.2019 - 03.2021
- Guided and managed an inside sales team of up to 20 members delivering excellent customer experiences.
- Led team-focused training sessions, enhancing customer service skills.
- Executed end-to-end process from lead acquisition to successful conversion.
- Organized regular reward and recognition programs for top performers.
- Implemented corrective measures after evaluating performance metrics.
Car Consultant_Operations
Girnar Care(Cardekho)
Jaipur
12.2017 - 08.2019
- To oversee the customer support department's day-to-day functions, as well as establish standards and protocols to be used by the customer service team to deliver excellent customer satisfaction.
- Lead generation via cold calling.
- Worked for different client processes, like Nissan, Datsun, Renault, and luxury cars such as BMW.
- Verification of clients as per profile for conversion.
Account Intern
ABC Accountancy Pvt Ltd
06.2017 - 12.2017
Education
B.Com. -
Saint Soldier’s College
01.2020
Skills
- Project management and strategic planning
- Data analytics and KPI tracking
- Team leadership and performance management
- SLA Compliance and Process Optimization
- Business Forecasting and Planning
- Stakeholder collaboration and cross-functional coordination
- Lead generation, Google Sheets, Microsoft Office
- Worked on different customer experience tools: Ameyo, Convox, Exotel, Kalyera, Shopify, Freshdesk, Chatbot, Kapture, and LMS
Accomplishments
- GIVA Value Champion – 2024
- Promoted as Team Leader in Girnar Care.
- Received the Dangal Award (Decision Enabler) from the founder, Mr. Amit Jain at the 11th Anniversary Celebration of Cardekho
- Awarded as Sales Champ and Quality Champ
Disclaimer
I hereby declare that the information stated above are true & correct to the best of my knowledge. In case of the information is found to be wrong, my application is liable to stand canceled.
Timeline
Assistant Manager
GIVA
07.2023 - Current
Team Leader
Dealshare
01.2022 - 04.2023
Team Lead
Fabriclore Retail Pvt Ltd
03.2021 - 12.2021
Team Leader
Girnar Care(Cardekho)
08.2019 - 03.2021
Car Consultant_Operations
Girnar Care(Cardekho)
12.2017 - 08.2019
Account Intern
ABC Accountancy Pvt Ltd
06.2017 - 12.2017
B.Com. -
Saint Soldier’s College
Similar Profiles
Sudeesh ShanmughanSudeesh Shanmughan
Head - VM at GivaHead - VM at Giva
Chandana Pirya YannaChandana Pirya Yanna
Crew Member at GivaCrew Member at Giva
GAUTAM SONIGAUTAM SONI
Fashion Consultant at GIVAFashion Consultant at GIVA