Nitin Jha
Noida
Summary
Dynamic Client Experience Leader with 6+ years of progressive expertise in customer success, escalation management, and operations. Currently serving as Second-in-Command at Ocube Service (Shams Freezone Process), driving strategic initiatives, leading client experience operations, and mentoring high-performing teams. Proven ability to resolve complex client challenges, optimize processes, and support senior leadership in decision-making. Adept at fostering client trust, improving retention, and delivering measurable service excellence.
Overview
6
6
years of professional experience
Work History
Client Experience Senior Executive / Second-in-Command
Ocube Service – Shams Freezone Process
01.2025 - Current
- Working as Client Experience Senior Executive since January 2025, currently serving as Second-in-Command.
- Spearheading client experience operations while supporting leadership in strategic and operational decisions.
- Driving process improvements to enhance customer satisfaction and streamline service delivery.
- Leading escalation management, conflict resolution, and issue prioritization to ensure high client retention rates.
- Mentoring and guiding team members to build capabilities, improve performance, and achieve organizational targets.
Sr. Supervisor – Escalation Desk
iEnergizer
Noida
08.2022 - 12.2024
- Sr. Supervisor - Escalation Desk for Samsung (India).
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked effectively in fast-paced environments.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Learned and adapted quickly to new technology and process applications.
- Self-motivated, with strong sense of personal responsibility.
Customer Relation Executive – CEO Escalation
Silaris Informations Pvt Ltd.
Greater Noida
09.2019 - 07.2022
- Handled CEO Escalations for LG India.
- Managed social media escalations, premium escalations and HOD escalations for organization.
- Managed over 50 customer calls per day.
- Resolved problems, improved operations and provided exceptional service.
- Developed strong communication and organizational skills through group projects.
- Managed time efficiently to complete all tasks within deadlines.
Education
Bachelor of Arts - English
University of Delhi
06.2019
Skills
- Customer Service & Client Success
- Escalation & Conflict Resolution
- Leadership & Team Mentoring
- Strategic Decision Support
- Process Optimization & Operations Management
- Employee Training & Development
- Administrative Support & Report Writing
- Mail & Communication Handling
Timeline
Client Experience Senior Executive / Second-in-Command
Ocube Service – Shams Freezone Process
01.2025 - Current
Sr. Supervisor – Escalation Desk
iEnergizer
08.2022 - 12.2024
Customer Relation Executive – CEO Escalation
Silaris Informations Pvt Ltd.
09.2019 - 07.2022
Bachelor of Arts - English
University of Delhi