Summary
Overview
Work History
Education
Skills
Languages
Technical Qualifications
Timeline
Generic

NIRMAL KUMAR SAHOO

Hyderabad

Summary

Highly motivated and customer-oriented Customer Support Specialist, providing exceptional service across multiple channels, including phone, email, and live chat. Adept at addressing customer inquiries, resolving issues, and delivering solutions that ensure customer satisfaction and retention. Known for exceptional communication skills, active listening, and a positive attitude in every interaction. Proven ability to manage high-volume inquiries while maintaining accuracy and attention to detail. Skilled at explaining complex technical concepts in clear, user-friendly language to ensure customer understanding. Able to collaborate effectively with engineers and product teams to resolve escalated issues and improve product functionality. Dedicated to providing timely and efficient solutions, ensuring minimal downtime for customers.

Overview

8
8
years of professional experience

Work History

Administrative Manager

IMAGINE IT PRIVATE LIMITED
08.2020 - 07.2025
  • Experienced Student Services Coordinator with a proven track record in supporting students through academic and personal challenges.
  • Expertise in triaging inquiries to prioritize urgent concerns and ensure they are escalated to the relevant services, including Counseling, Student Services, and other departments.
  • Proficient in connecting students with essential benefits and external resources, as well as providing tailored assistance to overseas students.
  • Known for delivering prompt, efficient, and professional support while maintaining a deep understanding of the institution’s offerings.
  • Committed to enhancing the overall student experience by providing holistic support that promotes student well-being and success.
  • Ensuring that interventions are timely and professional.
  • Strong knowledge of student benefits, including government educational benefits, and the ability to connect students with the resources available to them.
  • Dedicated to offering seamless assistance to overseas students and ensuring they receive comprehensive guidance and support throughout their academic journey.
  • Provide information, advice and support to students on a range of personal, pastoral and academic issues through structured sessions and informal drop ins.
  • Maintain a working knowledge and understanding of policies, issues and legislation relating to personal, pastoral and academic issues.

SME (Subject-matter expert)

SMARTGEN INFO SOLUTIONS
05.2018 - 12.2019
  • Assisted in the successful launch of three chat programs for the client, delivering seamless integration and support.
  • Delivered exceptional presentations and demonstrated in-depth product knowledge.
  • Proficient in Zendesk for managing multi-channel customer support tickets, ensuring timely resolution and maintaining CSAT.
  • Consistently met and exceeded key performance indicators (KPIs) set by management and the client, ensuring high levels of satisfaction.
  • Utilized a CRM system to track day-to-day activities, managing customer inquiries and addressing urgent issues promptly.
  • Utilized macros and pre-defined responses to ensure consistent and efficient Ticket handling.
  • Assessed customer needs and recommended tailored service plans, ensuring solutions met their specific circumstances.
  • Generated hourly and daily Excel reports from the web server, sharing them with teammates to ensure cases were resolved within Service-Level Agreements (SLAs).
  • Coordinated with multiple departments and branches through email and phone to resolve high-priority escalations and investor queries, achieving complete customer satisfaction.
  • Managed multiple tasks and cases simultaneously with minimal supervision, maintaining a high level of productivity.
  • Led post-incident reviews, driving actions and improvements to enhance customer experience and operational processes.
  • Managed service requests across multiple access channels, ensuring compliance throughout the service event lifecycle.
  • Asked open-ended questions to assess customer needs, demonstrating empathy and resolving concerns quickly to ensure superior customer experience.

Technical Recruiter

Talent Logic info services pvt.ltd
02.2018 - 05.2018
  • Collaborate with hiring managers to understand staffing needs.
  • Create and post job descriptions across platforms.
  • Source candidates via LinkedIn, job boards, and referrals.
  • Screen resumes and conducts initial phone or video interviews.
  • Schedule and coordinate interviews with hiring teams.
  • Manage applicant tracking system (ATS) and maintain candidate records.
  • Communicate offers and manage negotiation processes.
  • Provide regular reports on hiring metrics.
  • Enhance employer branding initiatives.
  • Ensure an inclusive and bias-free hiring process.

Technical support executive

AWOK online services pvt.ltd
02.2017 - 02.2018
  • Developed and implemented training initiatives for new hires.
  • Analyzed and developed service goals for in-bound call center.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
  • Handled over 90 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.

Education

Bachelors -

NIILM University
05.2015

Skills

  • Accuracy
  • Resilience
  • Adaptability
  • Skills management
  • Patient and diligent
  • Organized
  • Quality focused
  • Team collaboration

Languages

  • English
  • Hindi
  • Odia

Technical Qualifications

  • Windows XP, 2000, Windows 7, Windows 10
  • C, C++, SQL, Skype, Microsoft Outlook
  • Windows (Excel, PowerPoint & Word)

Timeline

Administrative Manager

IMAGINE IT PRIVATE LIMITED
08.2020 - 07.2025

SME (Subject-matter expert)

SMARTGEN INFO SOLUTIONS
05.2018 - 12.2019

Technical Recruiter

Talent Logic info services pvt.ltd
02.2018 - 05.2018

Technical support executive

AWOK online services pvt.ltd
02.2017 - 02.2018

Bachelors -

NIILM University

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