NIRMAL KUMAR SAHOO
Summary
Highly motivated and customer-oriented Customer Support Specialist with a proven track record of providing exceptional service across multiple channels, including phone, email, and live chat. Skilled at addressing customer inquiries, resolving issues, and delivering solutions that ensure customer satisfaction and retention. Exceptional communication skills, active listening, and a positive attitude are consistently demonstrated in every interaction. Able to effectively manage high-volume inquiries while maintaining accuracy and attention to detail. Proficient in explaining complex technical concepts in clear, user-friendly language to ensure customer understanding. Collaborates 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. Also experienced in professional administrative leadership, with a proven track record in managing office operations and optimizing workflow. Known for fostering team collaboration and consistently achieving results. Reliable and adaptable with strong skills in organizational management and strategic planning.
Overview
7
7
years of professional experience
Work History
Administrative Manager
IMAGINE IT PRIVATE LIMITED
08.2020 - Current
- 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 Counselling, 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
- Maintain appropriate records and management information statistics in relation to the frontline service, and facilitate information sharing to ensure effective service delivery in a shared environment, Crafted and documented comprehensive data metrics and business rules, significantly enhancing report accuracy and reliability
SME (Subject-matter expert)
SMARTGEN INFO SOLUTIONS
09.2017 - 04.2020
- 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 while managing up to three customers simultaneously
- 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
- 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
- Spearheaded projects aimed at process improvements and quality enhancements, documenting changes for future reference
- Analyzed customer feedback and case management statistics, providing insights and resolutions based on data-driven analysis
- 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
Education
Bachelor of Engineering -
Monad University
05.2015
Intermediate -
Mewar University
03.2012
Skills
- Accuracy
- Resilience
- Adaptability
- Patient and diligent
- Organized
- Quality Focused
- Critical thinking
- Performance evaluations
- Quality standards
- Administrative support
Technical Qualifications
- Windows XP, 2000, Windows 7, Windows 10
- C, C++, JAVA, Skype, Microsoft Outlook
- Windows (Excel, PowerPoint & Word)
Hobbies
Playing Cricket
Singing songs
Learning
Languages
Hindi
English
Odia
Telugu
Timeline
Administrative Manager
IMAGINE IT PRIVATE LIMITED
08.2020 - Current
SME (Subject-matter expert)
SMARTGEN INFO SOLUTIONS
09.2017 - 04.2020
Intermediate -
Mewar University
Bachelor of Engineering -
Monad University
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