Nilay Patel
Surat, Gujarat
Summary
Dynamic professional with a proven track record at Sarin Technologies India Pvt Ltd, excelling in LAB flow management and customer relationship management. Recognized for exceptional problem-solving abilities and strategic thinking, I effectively led teams to enhance operational efficiency and customer satisfaction, consistently delivering high-quality results in fast-paced environments. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Assistant Manager
Sarin Technologies India Pvt Ltd
Surat, Gujarat
04.2024 - Current
- Responsible for all the LAB related email communication, LAB Flow management.
- Delegated work to staff, setting priorities and goals.
- Coordinated with other departments to ensure smooth flow of operations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Produced thorough, accurate and timely reports of project activities.
- Reviewed completed work to verify consistency, quality, and conformance.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Recognized by management for providing exceptional customer service.
Customer Relationship Coordinator
Sarin Technologies India Pvt Ltd
Surat, Gujarat
04.2022 - 03.2024
- Recognized by management for providing exceptional customer service and got promotion as Assistant Manager.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Identified needs of customers promptly and efficiently.
- Coordinated and maintained client relationships through timely communication.
- Conferred with other managers to identify trends or key group interests or concerns.
- Assisted sales team in closing deals by providing relationship guidance.
- Reviewed customer complaints ensuring prompt resolution of issues.
- Maintained accurate client records utilizing CRM software applications.
- Completed day-to-day duties accurately and efficiently.
Office Administrator
Life Mart Trading LLC
Dubai
11.2021 - 03.2022
- Coordinate activities throughout the company to ensure efficiency and maintain compliance with company policy.
- Supervise members of the administrative staff, equally dividing responsibilities to improve performance.
- Manage agendas, travel plans and appointments for managers.
- Manage emails, letters, packages, phone calls and other forms of correspondence.
- Assist with HR related tasks.
- Preparing and sending service reports to clients.
- Payment follow-ups, support, bookkeeping, and budgeting procedures.
- Create and update databases and records, personnel and other data.
- Submit reports and prepare proposals and presentations as needed.
NOC Support Engineer
SDP SOLUTIONS (YOIP Africa & YOIP CARRIES)
Surat, Gujarat
07.2017 - 10.2021
- Experienced in VoIP (Voice Over Internet Protocol) Support.
- Worked on Switch Ray device.
- Make CDR backup, Routing, Monitoring, Traffic and ASR-ACD analysis on switch.
- Trouble Ticket (TT) Management.
- Configuration and troubleshooting different gateways like DINSTAR, EJOIN,
SKYLINE and GOIP. - Testing the route of several areas.
- Client support- Customer and vendor side both the sides by email as well as on
Microsoft teams. - Promote routes and fulfilling the targets from clients and sales team.
- Call filtering, traffic analysis.
- Basic firewall handling.
- Leading the team and train new interns.
Customer Support Executive
Dhwanit Enterprise
Surat, Gujarat
06.2016 - 06.2017
- Answer phones and customer requests and complaints in an efficient manner.
- Transfer calls to appropriate place.
- Report to supervisor with any problems or suggestions to better work
atmosphere. - Assist customers in a timely manner to avoid long waiting times.
- Calm frustrated or upset customers by providing excellent and friendly service.
- Filling inventory bills.
- Make voucher and make bills as well as bank related work.
Education
Bachelor of Science - Information Technology
UKA Tarsadia University
Bardoli, Gujarat, Surat03-2016
High School Diploma -
Gujarat State Education Board
Surat, Gujarat, India03-2012
Skills
- LAB flow management
- Email communication
- Operational strategies
- Team leadership
- Performance reviews
- Problem solving
- Time management
- Customer service and satisfaction
- Strategic thinking
- Operations management
- Customer relationship management (CRM)
- Multitasking and organization
- Customer service
Languages
Gujarati
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
References
References available upon request.
Timeline
Assistant Manager
Sarin Technologies India Pvt Ltd
04.2024 - Current
Customer Relationship Coordinator
Sarin Technologies India Pvt Ltd
04.2022 - 03.2024
Office Administrator
Life Mart Trading LLC
11.2021 - 03.2022
NOC Support Engineer
SDP SOLUTIONS (YOIP Africa & YOIP CARRIES)
07.2017 - 10.2021
Customer Support Executive
Dhwanit Enterprise
06.2016 - 06.2017
Bachelor of Science - Information Technology
UKA Tarsadia University
High School Diploma -
Gujarat State Education Board
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