Nimisha Somnath
Ghaziabad
Summary
Customer service professional with expertise in complaint resolution and technical support. Demonstrated success in improving customer satisfaction through effective problem-solving and relationship management. Proficient in data entry and record maintenance, consistently meeting high performance metrics while ensuring positive customer interactions.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Associate
Genpact
Gurgaon
01.2025 - 03.2025
- Resolved customer inquiries in a timely manner while adhering to service level agreements over live chat.
- Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved customer complaints promptly and efficiently.
Senior Representative
Concentrix Daksh
Gurgaon
07.2024 - 12.2024
- Provide prompt answers to customer questions, and address complaints and concerns in a professional and timely manner over the chat.
- Identify the root cause of problems and work towards a satisfactory solution.
- Keep accurate records of customer interactions, including inquiries, resolutions, and follow-up actions.
- Provide technical support, resolve customer service inquiries, or offer additional forms of real-time problem-solving.
Senior Representative
Concentrix Daksh
Gurgaon
01.2017 - 01.2024
- Responded to customer needs through competent customer service and prompt problem-solving over the chat.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Identified opportunities for upselling additional products or services based on customer needs.
Customer Service Representative
Teleperformance
Gurgaon
08.2015 - 09.2016
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Personal Assistant
Indraprastha Engineering College
Sahibabad
09.2005 - 06.2015
- Maintained confidential files related to personnel records or other sensitive information.
- Provided administrative support to the executive team by conducting research and preparing statistical reports.
- Scanned documents into electronic format for storage in a secure database system.
- Coordinated meetings between internal departments and external partners.
- Managed office supplies inventory and placed orders when necessary.
Education
Bachelor of Tourism Studies - Tourism Studies
IGNOU
New Delhi07-2012
Senior Secondary -
ST. Mary's Christian School
Sahibabad03-2005
Higher Secondary -
Saraswati Bal Mandir
New Delhi 04-2003
Skills
- Customer service
- Technical support
- Problem solving
- Data entry
- Complaint resolution
- Customer relationship management
Languages
Hindi
First Language
English
Elementary (A2)
A2
Certification
- Computer Application
Timeline
Senior Associate
Genpact
01.2025 - 03.2025
Senior Representative
Concentrix Daksh
07.2024 - 12.2024
Senior Representative
Concentrix Daksh
01.2017 - 01.2024
Customer Service Representative
Teleperformance
08.2015 - 09.2016
Personal Assistant
Indraprastha Engineering College
09.2005 - 06.2015
Bachelor of Tourism Studies - Tourism Studies
IGNOU
Senior Secondary -
ST. Mary's Christian School
Higher Secondary -
Saraswati Bal Mandir
Similar Profiles
Afreen FatimaAfreen Fatima
Process associate at GenpactProcess associate at Genpact
Pankaj VermaPankaj Verma
Senior Operations Manager at GenpactSenior Operations Manager at Genpact
Detravia ThomasDetravia Thomas
Customer service specialist at GenpactCustomer service specialist at Genpact
Ashish SikligarAshish Sikligar
Assistant Vice President, Operations at GenpactAssistant Vice President, Operations at Genpact
Tushar ThakurTushar Thakur
Senior Associate PMO at Magic EdTechSenior Associate PMO at Magic EdTech