Summary
Overview
Work History
Education
Skills
Honors And Awards
Timeline
Generic

NISOTH KUMAR

The Nilgiris

Summary

Accomplished and dedicated Senior Customer Support Specialist with a strong background in managing complex client interactions and guiding support teams toward service excellence. Demonstrated expertise in payment platforms such as Venmo and PayPal, with a focus on resolving escalated issues efficiently and professionally. Proficient in CRM systems, conflict resolution, and process optimization to enhance operational performance and customer satisfaction. Recognized for mentoring junior team members, promoting a culture of accountability, and consistently delivering high-quality support aligned with organizational standards.

Overview

8
8
years of professional experience

Work History

Operations Manager, Customer Experience

New Farms
02.2024 - Current
  • Directed day-to-day operations, achieving a 20% increase in customer satisfaction by implementing short-term and long-term strategies to enhance performance and meet business objectives.
  • Spearheaded operational efficiencies, reducing process time by 15%, and improving overall service excellence.
  • Managed budgeting and financial planning, analyzing expenses and profitability, and developing KPIs to drive data-driven decision-making, resulting in a 25% increase in profitability.
  • Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
  • Introduced new technologies to optimize operational efficiency and improve overall customer experience.
  • Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.

Customer Support Specialist

Paypal
10.2022 - 02.2024
  • Managed inbound and outbound communications via email, ensuring prompt and effective responses.
  • Provided specialized support for Venmo, facilitating seamless transactions and resolving inquiries efficiently while maintaining a friendly demeanor.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Collaborated with the engineering team to provide technical support for the Venmo payment processing application, ensuring seamless integration and functionality for users, which improved customer satisfaction.
  • Documented customer interactions using CRM systems, handled escalated cases swiftly, and monitored key performance metrics to assess service effectiveness.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.

Assistant Team Lead

Integra Global Solutions Pvt Ltd
09.2017 - 09.2022
  • Mentored junior customer support staff to enhance overall team performance, fostering a collaborative and efficient work environment with API, frontend tools.
  • Managed inbound calls, chats, and emails to ensure exceptional customer service delivery, consistently meeting and exceeding performance metrics E- Commerce platforms.
  • Used advanced features of Microsoft Office to complete all necessary reports for senior management review.
  • Resolved escalated issues quickly and professionally, ensuring customer satisfaction while maintaining company standards.
  • Analyzed customer feedback to extract insights for service enhancement, driving continuous improvement in customer satisfaction.
  • Established strong customer relationships through timely issue resolution, contributing to increased customer loyalty and retention.
  • Collaborated with sales, marketing, and technical teams to address complex challenges, ensuring seamless communication and problem-solving.

Education

Bachelor of Arts - English Literature

CMS College of Science Commerce
Coimbatore, India
03-2016

HSC - Bio_Maths

Government Higher Secondary School
Ooty, India
03-2013

SSLC - Science

Sri Sathya Sai Matriculation School
Ooty, India
03-2011

Skills

  • Experienced with Microsoft Office applications
  • CRM software
  • Payment processing applications
  • Service management tools
  • Customer support excellence
  • Technical assistance
  • Team leadership
  • Conflict resolution
  • Multi-channel support
  • Performance monitoring
  • Data analytics
  • Customer acquisition
  • Customer empathy
  • Staff development
  • Experience with API and frontend technologies
  • Customer segmentation

Honors And Awards

  • Above & Beyond Recognition, Awarded for the outstanding performer in achieving above and beyond the target for the year 2018.
  • Numero UNO Award, Awarded for the outstanding performer in ensuring process and overall delivery excellence for the year 2018.

Timeline

Operations Manager, Customer Experience

New Farms
02.2024 - Current

Customer Support Specialist

Paypal
10.2022 - 02.2024

Assistant Team Lead

Integra Global Solutions Pvt Ltd
09.2017 - 09.2022

Bachelor of Arts - English Literature

CMS College of Science Commerce

HSC - Bio_Maths

Government Higher Secondary School

SSLC - Science

Sri Sathya Sai Matriculation School

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