NITISH KUMAR
Faridabad,HR
Summary
Proven Relationship Executive at HDFC Bank, adept in trend detection and analysis and excelling in empathy display, significantly enhanced client satisfaction and business growth. Leveraged Salesforce CRM and exceptional communication skills to surpass sales quotas and foster long-term customer relationships. Achieved notable improvements in customer retention and sales productivity through strategic problem-solving and quality control.
Logical RELATION SHIP EXECUTIVE bringing 1 years of experience consistently enhancing customer satisfaction. Poised when communicating with customers and vendors, analyzing, and resolving complex issues and documenting accurate notes of account interactions. Versatile professional comfortable working in high-volume, high-stress environment.
Logical CUSTOMER SUPPORT bringing 2 years of experience consistently enhancing customer satisfaction. Poised when communicating with customers and vendors, analyzing, and resolving complex issues and documenting accurate notes of account interactions. Versatile professional comfortable working in high-volume, high-stress environment.
Logical CCE bringing 2 years of experience consistently enhancing customer satisfaction. Poised when communicating with customers and vendors, analyzing, and resolving complex issues and documenting accurate notes of account interactions. Versatile professional comfortable working in high-volume, high-stress environment.
Overview
3
3
years of professional experience
Work History
Customer Support Executive
Radical Minds Technologies
04.2022 - 01.2024
- Listened to customers' questions and concerns to provide answers or responses.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Provided personalized support to customers by understanding their unique needs and preferences.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Streamlined support processes for faster resolution times and increased customer loyalty.
- Mentored junior team members to enhance their skills and improve overall team performance.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Introduced customer feedback system to gather insights and improve service delivery.
- Enhanced customer loyalty by effectively resolving complaints and inquiries.
- Personalized customer interaction strategies, leading to increased engagement and satisfaction.
- Optimized knowledge base for easier access to information, improving customer self-service options.
- Collaborated with product development team to report and address recurrent product issues.
- Increased team efficiency with implementation of new ticketing system.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved accounting, service and delivery concerns.
Relationship Executive
HDFC Bank
03.2021 - 03.2022
- Enhanced client relationships by consistently providing exceptional service and promptly addressing concerns.
- Developed and executed targeted relationship and account development strategy.
- Created, modified and executed business plans to maximize client satisfaction.
- Contributed to the growth of the business by identifying new opportunities and potential clients through market research.
- Participated in networking events and industry conferences to expand professional connections and stay current on market trends.
- Investigated and resolved customer complaints to foster satisfaction.
- Supported sales initiatives by creating compelling presentations showcasing company''s products and services for prospective clients.
- Managed high-value existing and new business partnerships to deliver on objectives and maximize corporate revenue, support and awareness.
- Generated new business leads through direct customer engagement, deploying inbound and outbound marketing tactics and developing and optimizing informative content.
- Developed, updated and maintained database of existing and potential customers IN CRM APPLICATION SMART HUBB APLICATION.
- Set and achieved company defined sales goals.
- Informed customers of promotions to increase sales productivity and volume.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Negotiated prices, terms of sales and service agreements.
- Built relationships with customers and community to promote long term business growth.
- Met existing customers to review current services and expand sales opportunities.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Attended monthly sales meetings and quarterly sales trainings.
- Achieved or exceeded company-defined sales quotas.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Generated advertising brochure for vendor use.
Education
MBA - MBA IN OPERATION MANAGEMENT
IGNOU
NEW DELHI07-2024
BBA - BACHELOR OF BUSINESS ADMINISTRATION
MAHARSHI DAYANAND UNIVERSITY
Faridabad, India12-2019
DIPLOMA IN COMPUTER APPLICATION - Computer Networking
IIT INSTITUTE
Faridabad, India06-2016
10+2 - COMMERCE
G.B.S.S.S.NO.1
New Delhi, India05-2015
MATRICULATIONS(10TH) - MATRICULATION
G.B.S.S.S. NO . 1
NEW DELHI05-2013
Skills
- Trend detection and analysis
- Customer inquiry management (CIM)
- Empathy display
- Complaint handling
- Complaint resolution
- Quality control
- Order fulfillment
- Software navigation
- Language fluency
- Retail operations management
- Sales improvement
- Cost reduction strategies
- Product knowledge
- Customer retention strategies
- Order and refund processing
- Salesforce CRM
- Teamwork
- Customer service excellence
- Teamwork and collaboration
- Problem-solving skills
- Customer service
- Problem-solving
- Problem-solving abilities
- Time management
- Multitasking
- Computer skills
- Multitasking Abilities
- Understanding customer needs
- Excellent communication
- Shipping and receiving
- Organizational skills
- Self motivation
- Microsoft office
- Adaptability and flexibility
- Attention to detail
- Time management abilities
- Calm and professional under pressure
- Data entry
- Decision-making
- Team collaboration
- Effective communication
- Verbal and written communication
- Active listening
- Customer relations
- Problem-solving aptitude
- Reliability
- Calm under pressure
- Call center experience
- Customer service orientation
- Administrative and office support
- MS office
- Product and service sales
- Relationship building
- Inbound call management
- Quality assurance
- Call documentation
- Teamwork skills
Languages
English
Upper intermediate (B2)
Hindi
Bilingual or Proficient (C2)
Timeline
Customer Support Executive
Radical Minds Technologies
04.2022 - 01.2024
Relationship Executive
HDFC Bank
03.2021 - 03.2022
MBA - MBA IN OPERATION MANAGEMENT
IGNOU
BBA - BACHELOR OF BUSINESS ADMINISTRATION
MAHARSHI DAYANAND UNIVERSITY
DIPLOMA IN COMPUTER APPLICATION - Computer Networking
IIT INSTITUTE
10+2 - COMMERCE
G.B.S.S.S.NO.1
MATRICULATIONS(10TH) - MATRICULATION
G.B.S.S.S. NO . 1
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