Nisar Aga
Mapusa
Summary
Dedicated and solutions-oriented Customer Service Professional with over 4 years of experience managing high-value client accounts, resolving complex disputes, and delivering exceptional customer experiences. Proven expertise in utilizing CRM platforms (such as Freshdesk) to streamline ticketing workflows, manage escalations, and ensure SLA compliance. Adept at handling high-pressure situations and fostering long-term customer loyalty across the logistics, aviation, and service sectors.
Overview
8
8
years of professional experience
6056
6056
years of post-secondary education
Work History
Service Account Manager
Delhivery Limited
Goa
02.2024 - Current
- Manage operations and account relationships for major enterprise clients, including Snapdeal and Naaptol, ensuring seamless service delivery and high client satisfaction.
- Serve as a key member of a specialized PAN-India dispute resolution team, successfully addressing, tracking, and resolving high-level customer and vendor escalations.
- Leverage Freshdesk and internal CRM platforms to manage ticketing workflows, track daily interactions, and enhance overall customer service efficiency.
- Oversee end-to-end logistics operations from initial shipment tracking to final dispute handling, significantly improved ticket resolution by 56%.
Sales & Operations Incharge
Magas Services Pvt. Ltd.
Goa
04.2023 - 02.2024
- Directed PAN-India and GCC business operations, balancing client requirements with operational capabilities to ensure consistent service delivery.
- Managed seamless client onboarding processes and platform content moderation, maintaining strict adherence to quality and service standards.
- Addressed operational bottlenecks by coordinating with cross-functional teams, ensuring swift resolution of client queries and service interruptions.
Customer Service Officer
InterGlobe Aviation Pvt. Ltd. (IndiGo)
Goa
12.2021 - 04.2023
- Delivered frontline, face-to-face customer support as ground staff, managing high passenger volumes with a focus on exceptional service quality.
- Facilitated smooth passenger experiences across multiple touchpoints, including check-in counters, boarding gates, arrivals, and reservation desks.
- Resolved immediate passenger grievances, baggage discrepancies, and flight-related issues efficiently in a fast-paced, high-pressure environment.
Marketing Intern
The Fern Kadamba Resort & Spa
Goa
04.2021 - 04.2021
- Conducted customer outreach and telemarketing to promote seasonal packages and manage guest inquiries.
Production Intern
Hindustan Group
Goa
04.2019 - 06.2019
- Assisted the production team with inventory validation and daily operational tracking.
Digital Marketing Intern
ARConsultings
Goa
03.2018 - 06.2018
- Handled digital client engagement through daily content moderation and social media management.
Education
Bachelor of Business Administration - BBA
Dnyanprasarak Mandal's College
Goa, IndiaHigher Secondary School Certificate - Commerce
Shree Ganesh Higher Secondary
Goa, IndiaSecondary School Certificate -
Modern Education School
Doha, QatarSkills
- Customer Relationship Management (CRM)
- Dispute Resolution & Escalation Management
- Helpdesk Ticketing (Freshdesk)
- Customer Satisfaction (CSAT)
- Key Account Management
- SLA Compliance & Time Management
- End-to-End Logistics & Operations Support
- Cross-Functional Communication
Languages
Hindi
First Language
English
Proficient
C2
Marathi
Intermediate
B1
Malayalam
Elementary
A2
Timeline
Service Account Manager
Delhivery Limited
02.2024 - Current
Sales & Operations Incharge
Magas Services Pvt. Ltd.
04.2023 - 02.2024
Customer Service Officer
InterGlobe Aviation Pvt. Ltd. (IndiGo)
12.2021 - 04.2023
Marketing Intern
The Fern Kadamba Resort & Spa
04.2021 - 04.2021
Production Intern
Hindustan Group
04.2019 - 06.2019
Digital Marketing Intern
ARConsultings
03.2018 - 06.2018
Bachelor of Business Administration - BBA
Dnyanprasarak Mandal's College
Higher Secondary School Certificate - Commerce
Shree Ganesh Higher Secondary
Secondary School Certificate -
Modern Education School