Nishi Dhiman
Bengaluru
Summary
Team Leader with 8 years of work experience with a large focus on customer experience improvement and process inefficiency optimization. Looking actively to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Assistant Manager
Flipkart Internet Private Limited
Bangalore
08.2024 - Current
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Organized training sessions for new hires to familiarize them with the workplace environment.
Lead - CX Control Tower
Flipkart Internet Private Limited
Bengaluru
03.2023 - 07.2024
- Currently managing experience governance for Engineering Issues, FK Plus ensuring all open incidents are managed as per the SOP defined and adherence to established processes and performance standards.
- Analyzing customer data and generates meaningful insights to identify trends, patterns, and areas of improvement.
- Collaborate with cross-functional teams to implement process enhancements and optimize workflows.
Lead - Customer Returns Management
Flipkart Internet Private Limited
Bangalore
04.2021 - 02.2023
- Handling escalated customer issues and resolving complex return cases that require higher-level support. This includes addressing customer complaints, providing appropriate solutions, and ensuring customer satisfaction.
- Gathering and analyzing customer feedback regarding the returns process, and using insights to identify areas for improvement. Implementing customer-centric solutions and initiatives to enhance the returns experience and minimize customer dissatisfaction.
- Processed customer returns, ensuring accuracy and compliance with company policy.
Senior Consultant - Customer Escalations
Flipkart Internet Private Limited
Bangalore
08.2017 - 04.2021
- Managing Social Media and Top Level Management Escalations by providing faster resolution bypassing regular process flows maximizing user experience and reducing Query to Resolution timeline
- Investigate customer complaints thoroughly, gather necessary information, and provide appropriate solutions or alternatives.
- Collaborate with cross-functional teams, including customer process design and operations, to resolve complex customer issues.
Buyer Specialist
M.H International Export Company
Moradabad
06.2015 - 07.2017
- Identify and assess potential suppliers, negotiate contracts, and maintain supplier relationships.
- Collaborate with suppliers to ensure product quality meets company standards and customer expectations.
- Collaborate with logistics and operations teams to optimize inventory levels, monitor shipments, and ensure timely delivery.
Education
Bachelor of Science - Science Education
Rohilkhand University
Bareilly06-2015
Higher Secondary -
S S Children Academy
Moradabad03-2012
Secondary School -
SS Children Academy
Moradabad03-2010
Skills
- Process Design
- Problem Solving
- Data Analysis
- Stakeholder Management
- Effective Communication
- Customer Relationship Management (CRM)
- Project management abilities
Accomplishments
▪ Awarded Mission Impossible Award for consistent performance, highest productivity, and extended support.
▪ Awarded I’m a Specialist for receiving highest number of RR surveys with an average of 85% yes.
▪ Awarded TBBD Hero for achieving highest solve % with a good handle count.
Timeline
Assistant Manager
Flipkart Internet Private Limited
08.2024 - Current
Lead - CX Control Tower
Flipkart Internet Private Limited
03.2023 - 07.2024
Lead - Customer Returns Management
Flipkart Internet Private Limited
04.2021 - 02.2023
Senior Consultant - Customer Escalations
Flipkart Internet Private Limited
08.2017 - 04.2021
Buyer Specialist
M.H International Export Company
06.2015 - 07.2017
Bachelor of Science - Science Education
Rohilkhand University
Higher Secondary -
S S Children Academy
Secondary School -
SS Children Academy
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