NITHIN G NAIR

Job Responsiblities

• Client Relationship Management, Client Segmentation, Strategic Planning and Performance
  Monitoring.
• Allocating resources effectively to meet operational demands and deadlines. Optimizing resource utilization to maximize efficiency and minimize waste.
• Develop reports with actionable insights that helps operations management effective.
• Facilitate quality‑focused training programs for new hires and ongoing development sessions for current employees.

Job Achievement

• Client Portfolio Management ‑Successfully implemented client segmentation strategy, resultingina15%increase in client satisfaction scores and a10%rise in revenue from key accounts. Developed and executed strategic plans for client retention, leading to a 10% reduction in client attrition rates. Utilized performance monitoring tools to track KPIs, achieving a 20% improvement in client portfolio profitability over a six-month period.
• Resource Management &Capacity Planning ‑ Implemented resource allocation strategies that resulted in a 10% increase in operational efficiency, meeting or exceeding project deadlines for 90% of assigned tasks. Optimized resource utilization by identifying and eliminating redundant processes. Ensured cost effective operations.
• MIS Reporting and KPI Monitoring (Power BI) ‑ Developed data‑driven dashboards and reports showcasing predictive insights, production metrics, quality analysis, volume trends, employee performance metrics, project statuses, and workflow analytics. Utilize data analysis and visualization tools such as Microsoft Power BI and Excel Pivot to generate comprehensive reports.
• Training and Mentorship‑Improved operational efficiency of 10% by Successfully training of 14 POCs, 8 Team leads and 6 Shift managers with a work quality of above 95%. Provided training in diverse areas such as productivity enhancement, personal grooming, quality enhancement, and resource utilization.
• Awarded best Leader award in 2021 and best client engagement employee in 2023.

The company offers BPO&KPO Services to the US clients across verticals and establishing quality benchmarks in the BPO industry. Includes BPO end to end, REO services, BPO tracking and works in automated tools. Handled and lead a team of 20-25members, develops strategy to promote team members to meet company goals. Effectively handled client challenges and client management issues.

Job Responsibilities

Team Lead/ POC position(April 2016 ‑ October 2017)

• Areas handled ‑ Proactively managing client communications, adeptly handling queries, delegating tasks with agreed‑upon deadlines, and monitoring quality benchmarks.
• Continuously identifying opportunities for improvement in volume management, quality control processes, enhancing client satisfaction levels, and optimizing resource utilization.
• Led night shift team of 15 members, coordinating schedules, tasks, and resources for optimal efficiency.
• Establishing performance goals for team members and driving successful achievement.

Team Lead/ Shift Manager position (November 2017 ‑ November 2019)

• Supports team manager and performs management duties, which includes floor handling, escalation of employee issues, client concerns, ensuring daily production rate is maintained and directing team.
• Planning daily work and completed client assigned tasks within agreed TAT.
• Coordination of work with 3 centers from different states for successful completion.

Job Achievements

• I could successfully improve Client satisfaction from 75 – 90%within 6 months. This includes Key accounts contributing to 40% of total volume
• Through team building I could help increase productivity of team members by 7‑10%
• Consistently demonstrated exceptional time management and organizational skills by planning and completing work projects before designated Turnaround Time
• Achieved completion of high‑volume project with 4 day Turnaround Time(TAT) in just 3.5 days by coordinating and managing over 4 operations lead, 3 work coordinators and 60 employees across multiple centers in different states.
• Received best POC(Point of contact) award in 2017 and 2018
• Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives

In‑depth research and analysis of US Real estate data. This role involves identifying trends, compiling data, and property valuation. Utilize various data sources such as MLS (Multiple Listing Service), public records, and proprietary databases to compile accurate and relevant information. Monitor economic and market conditions that could impact property values.