Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Timeline
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Nithin MR

Senior Technical Analyst
Bangalore

Summary

To work in a learning and challenging environment, utilizing my skills and knowledge to be the best of my abilities and contribute positively to my personal growth as well as the growth of the organization. Currently having a total of 7 +years work experience in a customer support role within retail operations. I also can work both independently and /or in a team environment.

Overview

8
8
years of professional experience
2
2
Certifications
5
5
Languages

Work History

Senior Technical Specialist

Aeries
Bangalore
11.2021 - Current
  • Organized system operating procedures to strengthen controls.
  • Maintained authoritative knowledge through continued education and ongoing training.
  • Troubleshot systems comprised of security alarms and Internet connectivity.
  • Managed and monitored installed systems for highest level of availability.
  • Resolved issues related to operational components for LAN, WAN and voice systems.
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.

customer service, Assurance Consultant

Telstra
Bangalore
08.2020 - Current
  • Key Competencies
  • Exceptional, experience with a good communication skill
  • Experience in MS Excel with basic reporting skills
  • Very organized and is attentive to detail
  • Ability to work independently and in a team environment and has a good decision-making skill
  • Good communication skill and able to adapt to any situation
  • Monitoring and managing the full range of service delivery activities to the satisfaction of customers and according to contracted service obligations
  • Providing leadership and support to cross functional teams responsible to complete tasks in support of customer requests for new services, adds, moves and changes
  • Engaging and driving service delivery stakeholders to meet and exceed SLAs
  • Monitoring actual service delivery performance against contracted Service Level Agreements (SLA)
  • Providing regular and accurate reporting on the status and performance of service delivery activity, to contracted deliverables or to contracted service obligations

Retail Operations-Associate

JC Penney
Bangalore
06.2019 - 06.2020
  • Entering orders in the business ERP within given TAT
  • Creating delivery note on sales orders in a timely fashion, to ensure products allocation
  • Coordinating with shipping facilities to get the product shipped to customer
  • Coordinating with carrier team to obtain periodic status of the load (pickup / in transit / delivery)
  • Back office support for JC Penney retail customer who are based in United States
  • Professionally communicate the procedures and policy to customers as the situation dictates which includes stock update, payment failure, order cancellation and order modification
  • Identifying stuck order raised by the customer and process them in accordance to the customers’ requirements
  • Sorting and classifying transactions which are placed by the store associate for the customer
  • Perform a variety of tasks such as resolving complaints, providing instructions, answering or referring inquiries
  • Keeping a tab of the trend on customer queries and share knowledge and report common areas of concern.

Subject Matter Expert

Pvt Ltd, Optus
Bangalore
04.2015 - 06.2019
  • Listening to customers issues and giving them a solution via chat
  • Taking commitments to make sure a customer's issue is resolved without repeats contacts
  • Maintaining and developing relationships with existing customers
  • Regular monitoring of customer accounts
  • Co-ordinate and help Work Force Management team in scheduling roster by meeting required headcount and employee satisfaction
  • Explain and educate in and out of 24[7] Assist Platform to the new hires
  • Publish weekly performance dashboard
  • Brought about a significant improvement in the customer service, perception and satisfaction.

Education

Bachelor Of Commerce - Business Administration And Management

S S University
Bangalore

Skills

Helpdesk administration

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Accomplishments

  • Achieved Result by completing support with accuracy and efficiency.
  • Achieved best SME through effectively helping with best support.
  • Collaborated with team of 10 in the development of Sales support.
  • Documented and resolved Issue which led to Results.
  • Supervised team of Number staff members.

Certification

[Best Supporting SME], [24/7 ai ] - [2015-2017]

Interests

Business development

Technical analysis

Team management

Timeline

Senior Technical Specialist

Aeries
11.2021 - Current

customer service, Assurance Consultant

Telstra
08.2020 - Current

Certified [Email writing], [JC Penny] - [2019-2020]

11-2019

Retail Operations-Associate

JC Penney
06.2019 - 06.2020

[Best Supporting SME], [24/7 ai ] - [2015-2017]

06-2017

Subject Matter Expert

Pvt Ltd, Optus
04.2015 - 06.2019

Bachelor Of Commerce - Business Administration And Management

S S University

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Nithin MRSenior Technical Analyst