NISHMA DINESH KOTIAN
Client Service Associate
Mangalore
Summary
To pursue highly rewarding career in a challenging and a healthy work environment where i can utilize my degree, skills and knowledge efficiently for organizational growth.
Overview
3
3
years of professional experience
Work History
Client Service Associate
Mashreq Global Service
01.2023 - Current
- Managed daily payment processing operations, ensuring timely and accurate transaction execution.
- Ensured compliance with regulatory requirements and company policies.
- Sent, received and tracked original MT-103 using the bank applications.
- Sent MT-199, MT- 192, MT-195, MT- 202 COV required for payment operations.
- Responded to queries from Corespondent bank using the swift channels.
- Actively participated in team meetings and initiatives focused on continuous improvement across various areas of the business.
- Assisted in the retention of high-value clients through proactive communication and exceptional service delivery.
- Coordinated with internal teams to ensure seamless execution of client requests, resulting in improved operational efficiency.
- Delivered customer service of high-standard professional level
- The quality of service that we are required to handle is 90% of our Quality check-list
- Built the interest of customers in the products and services offered by the organization
- Coordinated with operations staff to resolve service problems and boost client satisfaction
- Responded to customer calls and emails to answer questions about products and services
- Trained and supervised junior customer service representatives on best practices to meet organization goals
- Maintained and managed customer files and databases
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process
- Investigated and resolved customer inquiries and complaints quickly
- Exhibited high energy and professionalism when dealing with clients and staff
- Followed up with customers about resolved issues to maintain high standards of customer service
- Analyzed collected competitive information to monitor business opportunities and trends
- Analyzed problems or issues in queries or complaints handling nature and proposing solutions for enhancements
- Worked effectively in fast-paced environments
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Supported the implementation of new technology platforms aimed at enhancing overall customer experience levels within the organization.
Technical Support Engineer
Glow Touch Technologies
04.2022 - 12.2022
- Troubleshooting Web hosting issues including website, database, server, DNS and Email issues
- Optimising, repairing the Wordpress website database, importing database to PhpMyAdmin using command
- Creating and assigning the users for customer website databases and updating the same in website configuration files
- Trained with senior admin to enhance my personal technical skills as a Junior Admin and learned internal process for escalating cases and approving or denying handovers to specific verticals
- Specialized in installing Wordpress website and have excellent ability to troubleshoot Wordpress website issue
- Installing different types of content management systems like Wordpress, Joomla, Drupal, Moodle, Pretashop
- Asked customers targeted questions throughout troubleshooting to determine smart solutions
- Responded to customer emails, live chat regarding technical malfunctions and issues to fix remotely
Education
Master of Business Administration
Manipal Academy of Higher Education
Manipal, India 04.2001 -
Bachelor Of Science -
Canara College
Mangalore, Karnataka 01.2018 - 01.2021
Pre- University - undefined
Govinda Dasa Pre University College
Surathkal, Kamataka 01.2016 - 01.2018
SSLC - undefined
Holy Spirit English Medium High School
Mukka, SurathkalSkills
- Expertise in Microsoft Office Applications
- Strong Service Orientation
- Comprehensive Risk Analysis
- Proficient Time Management
- Client Retention Techniques
- Client Engagement
- Skilled Conflict Resolution
- Customer Complaint Resolution
- Financial Transaction Processing
- Issue Resolution Management
- Teamwork and collaboration
- Effective Multitasking
Additional Information
Was elected as an 'Assistant School Pupil Leader' and 'House Captain' in school., Was elected as a SECRETARY for Science Association in Degree., Actively volunteered and took part in fest conducted by different colleges in PUC and DEGREE., Represented our school in fests for singing, solo and group dancing competition., Organized an event- SCIENTICA, a national level inter-collegiate science and IT fest in degree.
Timeline
Client Service Associate
Mashreq Global Service
01.2023 - Current
Technical Support Engineer
Glow Touch Technologies
04.2022 - 12.2022
Bachelor Of Science -
Canara College
01.2018 - 01.2021
Pre- University - undefined
Govinda Dasa Pre University College
01.2016 - 01.2018
Master of Business Administration
Manipal Academy of Higher Education
04.2001 -
SSLC - undefined
Holy Spirit English Medium High School
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