NISHI Shah
Kandivali (West)
Summary
Communications enthusiast with a diverse professional background, and a proven track record at Concentrix, excelling in exceptional customer relationship management and employee training. Recognized for outstanding communication skills and project management, I successfully mentored teams, achieving high customer satisfaction scores and enhancing service efficiency. Passionate about fostering collaboration and continuous improvements in diverse environments, driving project success.
Overview
4
4
years of professional experience
Work History
Senior Representative
Concentrix
Mumbai
02.2025 - Current
- Managed customer inquiries, ensuring timely responses and conducting follow-ups to ensure satisfaction.
- Assisted with process improvements to boost service efficiency across operations.
- Developed effective training materials to improve team skills and knowledge.
- Engaging training sessions on company policies were conducted for newly hired representatives during the business ramp.
- Trained top talent for key positions, focusing on productivity maximization.
- Adapted teaching strategies based on individual or group learning needs.
- Maintained documentation of training activities, including attendance and trainee progress reports.
- Participated in team meetings to exchange insights and best practices.
Senior Representative
Concentrix
Mumbai
07.2023 - 10.2024
- Managed business-as-usual operations, achieving high customer satisfaction scores consistently.
- Exhibited strong telephone etiquette, managing difficult calls effectively.
- Resolved escalated customer complaints promptly.
- Trained in a pilot batch of 20 advisors for a new line of business, delivering exceptional on-floor results.
- Mastered communication with diverse age groups, ensuring rapid problem resolution.
- Facilitated onboarding and query resolution for new team members post-tenure.
- Mentored junior representatives in effective client interaction techniques.
Senior Analyst at Marsh
Marsh & McLennan Global Services
10.2021 - 05.2023
- Achieved excellent KPI performance while managing BAU in Policy Checking Team.
- Facilitated four Reports & Rewards events accommodating 300 colleagues.
- Led the organization of the Colleague Gratification project to enhance inter-team relationships.
- Directed production of interview video project for the department President.
- Honored with Spotlight Award for outstanding management of BAU and additional projects.
Education
Bachelors in Commerce - Taxation, Human Psychology and Behavior at Work
University of Mumbai
Mumbai 06-2021
Certificate in Tally Pro and Advance Excel -
Nagindas Khandwala College
Mumbai 01.2020
H.S.C -
KES Shroff College of Arts And Commerce
Mumbai 02-2018
S.S.C -
Children’s Academy
Mumbai 03-2016
Skills
- Excellent in customer relationship management
- Excellent in conflict resolution
- Proficient in Microsoft Office 365 (Word, Excel, PowerPoint)
- Excellent with written and verbal communication skills
- Excellent in presentation skills
- Hosting skills
- Proficient in Tally Pro
- Employee training
- Mentoring others
- Team collaboration
- Project management
- Interest in different cultures
- Interest in reading books
- Interest in arts and crafts
Languages
Gujarati
First Language
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Marathi
Elementary (A2)
A2
Spanish
Beginner
A1
Timeline
Senior Representative
Concentrix
02.2025 - Current
Senior Representative
Concentrix
07.2023 - 10.2024
Senior Analyst at Marsh
Marsh & McLennan Global Services
10.2021 - 05.2023
Bachelors in Commerce - Taxation, Human Psychology and Behavior at Work
University of Mumbai
Certificate in Tally Pro and Advance Excel -
Nagindas Khandwala College
H.S.C -
KES Shroff College of Arts And Commerce
S.S.C -
Children’s Academy