Nikitha Sripathi
Hyderabad
Summary
Top Performer in Customer Support, achieving consistent rankings as #1 within team and #4 overall across Customer Support metrics. Recognised as a consistent Top 50 Performer across multiple support teams, highlighting commitment to customer satisfaction and operational efficiency. Received Certificate of Appreciation for extraordinary service and dedication, underscoring significant contributions to organisational success.
Overview
4
4
years of professional experience
Work History
Customer Support Escalation department
Cognizant Ltd
Hyderabad
08.2022 - 10.2024
- Managed customer support and complex escalations for the Google Business Profile process, ensuring accurate and timely resolution of customer concerns.
- Handled high-priority cases involving business profile ownership, verification, access, profile information, and policy-related issues.
- Conducted detailed case investigations and provided appropriate resolutions while maintaining high standards of quality and customer experience.
- Achieved SLA, TAT, productivity, quality, and customer satisfaction targets consistently.
- Collaborated with internal teams to resolve complex cases and ensure effective end-to-end issue resolution.
- Identified recurring issues to support process improvement and assisted team members with complex cases and queries.
- Received Cognizant Certificate of Appreciation for exceptional service and commitment.
- Promoted a safe working environment by implementing regulatory standards, policies, and guidelines.
- Project: Google Business Profile
Customer Delight Team
Zomato - Eternal Private Limited
Hyderabad
11.2024 - Current
- Handled customer queries, escalations, and complex service-related concerns, ensuring timely and accurate resolutions that enhanced customer satisfaction.
- Consistently demonstrated the ability to balance speed, productivity, quality, and customer satisfaction in a high-volume support environment.
- Maintained high standards of customer experience, adhering to SOPs and SLA/TAT requirements to deliver consistent service quality.
- Managed high-priority cases and collaborated with relevant teams to drive effective end-to-end resolutions.
- Ranked #4-#30 across the overall support team nearly 10 times by consistently maintaining strong performance across key metrics, including KPI, TAT, AHT, Quality, Productivity, and Customer Satisfaction.
- Consistently ranked among the Top 50 performers across the Hyderabad and Delhi support teams, demonstrating sustained excellence in customer support and operational performance.
- Resolved customer queries and problems through effective communication, offering step-by-step solutions that improved customer understanding and satisfaction.
- Resolved customer queries and problems through effective communication, offering step-by-step solutions that improved customer understanding and satisfaction.
Education
BBA -
Jahanavi Degree Collage
Secunderabad01-2021
Intermediate - M.P.C
Gayathri Junior College
Hyderabad, TG01-2018
S.S.C -
Bhashyam Public School
01-2016
Skills
- CRM expertise
- Customer relationship management
- Customer Support Skills
- Customer Service
- Chat Support
- Email Support
- Voice Support
- Escalation Management
- Complaint Resolution
- Case documentation
- QA compliance
- Multitasking
- Calm under pressure
- Active listening
- Analytical thinking
- Leadership
- Complaint resolution
Custom
I hereby declare that the above information is correct and true to the best of my knowledge and belief.
Timeline
Customer Delight Team
Zomato - Eternal Private Limited
11.2024 - Current
Customer Support Escalation department
Cognizant Ltd
08.2022 - 10.2024
BBA -
Jahanavi Degree Collage
Intermediate - M.P.C
Gayathri Junior College
S.S.C -
Bhashyam Public School