Nikitha C R

• Launched successful products (Guided Workflows and Real Time Agent Nudges) by conducting thorough market research and identifying customer needs, leading to increased efficiency in customer support operations.
• Successfully led the end-to-end implementation of products for over 30 customers across the Middle East, Europe, America, and APAC regions.
• Led cross-functional teams to deliver high-quality products on time ensuring seamless integration with existing systems.
• Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
• Increased product adoption by developing and implementing effective marketing strategies.
• Managed stakeholder expectations effectively throughout entire product development process.
• Collaborated with sales teams to develop effective training materials that drove increased product knowledge among staff members, resulting in higher close rates.
• Implemented Agile methodologies for more efficient project management and team collaboration.
• Spearheaded creation of detailed user guides for enhanced usability of newly launched products.
• Enhanced user experience, resulting in increased customer satisfaction and retention rates.
• Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
• Prioritized product roadmap achieve key product goals and metrics, ensuring alignment with overall business objectives.

Key Achievements

• Led the launch of Agent Nudges, achieving a 95% on-time delivery rate and exceeding initial adoption targets by 30% within the first six months.
• Boosted the adoption of Agent Nudges by 50%, leading to a 20% increase in agent productivity and faster issue resolution times.
• Enhanced customer satisfaction scores by 20% through continuous improvements and feature enhancements to Guided Workflows based on user feedback.
• Streamlined support processes with Guided Workflows for one of the leading banks in India, reducing average handling time by 33%.

• Managed a portfolio of customer accounts, acting as the primary point of contact for any issues, questions, or concerns.
• Facilitated smooth onboarding processes for new customers, ensuring they are fully trained and comfortable with the product features and functionalities.
• Built and maintained strong, long-lasting customer relationships to foster loyalty and retention.
• Collaborated with internal teams to address customer feedback and implement improvements.
• Developed and implemented customer success plans tailored to individual customer needs and goals.

Key Achievements

• Successfully retained 85% of at-risk accounts through proactive engagement and issue resolution.
• Increased product adoption rates by 30% through effective training and customer success strategies.

• Conducted comprehensive quality assessments of customer interactions to ensure compliance with company standards and regulatory requirements.
• Developed and maintain quality scoring metrics and guidelines for evaluating support interactions.
• Identified areas for improvement and provide actionable feedback to support agents and team leaders.
• Lead the development and refinement of quality assurance processes, policies, and procedures.
• Lead initiatives to improve customer satisfaction and operational efficiency.
• Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.

Key Achievements

• Led initiatives to standardize quality evaluation criteria, resulting in a 15% improvement in agent performance metrics.
• Implemented targeted coaching and training programs that reduced critical errors by 50%.
• Developed and delivered comprehensive training modules for new hires, resulting in a 25% decrease in ramp-up time.

• Managed high levels of call flow and responded to technical support needs.
• Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
• Fostered positive relationships with clients through clear communication, active listening, and following up on resolved issues.
• Collaborated with cross-functional teams to identify recurring technical issues, resulting in improved product quality.
• Reduced call wait times for customers by efficiently prioritizing support requests and managing time effectively.

Key Achievements

• Managed a workload of over 50 support calls daily, with volumes peaking at over 100 during off-peak hours.
• Consistently maintained repeat caller rates below 5-10% by delivering accurate information and meeting SLAs, ensuring high levels of customer satisfaction and loyalty