Hand made jwellery, Tailoring, Crafting
Nishchitha BR
Customer Service Specialist
Bangalore
Summary
Dedicated and customer-focused service professional with strong expertise in service delivery, issue resolution, and relationship management. Skilled at handling multiple tasks efficiently while maintaining a high standard of customer care. Passionate about driving customer satisfaction through quality support, clear communication, and a solutions-oriented approach. Proven ability to build and maintain positive client relationships that enhance loyalty and support business growth. Well-versed in customer service best practices, tools, and strategies to deliver exceptional experiences.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
1
1
Certification
5
5
Languages
Work History
Merchant experience specialist
PhonePe pvt ltd
01.2024 - Current
- Served as the primary point of contact for merchants, ensuring prompt resolution of queries related to transactions, onboarding, and platform usage.
- Handled complex escalations with accuracy and empathy, driving merchant satisfaction and loyalty.
- Collaborated cross-functionally with Product, Risk, Compliance, and Tech teams to address recurring issues and enhance service delivery.
- Identified operational gaps through root cause analysis and recommended process improvements to reduce friction in the merchant journey.
- Maintained detailed case documentation and followed internal SLAs to ensure compliance and accountability.
- Provided clear communication to merchants regarding platform policies, updates, and feature rollouts, enhancing transparency and trust.
- Monitored trends in merchant feedback to proactively flag systemic issues and improve service quality.
- Contributed to internal knowledge bases and training materials to support process standardization and team efficiency.
Guest Relations Executive
SOBHA PVT LTD
07.2022 - 01.2024
- Logged guest interactions via email, phone and in-person in computer system.
- Typed up professional business correspondence, reports and other documents.
- Coordinated schedules and set appointments for guests and staff.
- Engaged guests through upbeat conversation and personalized service.
- Advised guests about on-property and off-site amenities best suiting needs.
- Answered multi-line telephone system to aid guests, direct callers and take messages.
- Handled customer complaints to satisfy and retain guests.
Resident Manager
Stanza Living Pvt Ltd
01.2021 - 05.2022
- Acted as the first point of contact for residents, addressing concerns and requests with professionalism and empathy to ensure a positive living experience.
- Delivered prompt assistance for maintenance issues, service needs, and community-related queries, maintaining high levels of resident satisfaction.
- Coordinated with internal teams and vendors to resolve service-related issues efficiently and within defined SLAs.
- Managed check-ins/check-outs, ensuring smooth onboarding and exit processes while maintaining clear communication with residents.
- Conducted regular walkthroughs of premises to proactively identify and report potential service or safety concerns.
- Maintained accurate logs of complaints, feedback, and resolutions to improve service delivery and drive continuous improvement.
- Supported emergency response efforts and communicated effectively during critical situations to ensure resident safety and comfort.
Education
MBA - Finance And Marketing
Rajarajeshwari Engineering College
01.2018 - 01.2020
Bachelor Of Commerce - undefined
MESMSPS College For Women
01.2015 - 01.2018
Skills
- Issue Resolution & Escalation Handling
- Communication Skills
- Adaptability
- Product Knowledge & Support
- Process Improvement
- Time Management & Prioritization
Certification
Excel, Advance excel,Power BI,SQL
Interests
Timeline
Merchant experience specialist
PhonePe pvt ltd
01.2024 - Current
Guest Relations Executive
SOBHA PVT LTD
07.2022 - 01.2024
Resident Manager
Stanza Living Pvt Ltd
01.2021 - 05.2022
MBA - Finance And Marketing
Rajarajeshwari Engineering College
01.2018 - 01.2020
Bachelor Of Commerce - undefined
MESMSPS College For Women
01.2015 - 01.2018
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