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Rohit M Nair
Bengaluru,KA
Summary
Dynamic Senior Customer Service Coordinator with a proven track record at Apple, excelling in space management and data analysis. Adept at stakeholder engagement and training coordination, I drive client satisfaction through effective communication and tactical decision-making. Passionate about leveraging facility management tools to enhance operational efficiency across Pan-India.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Co-Ordinator/Business Operation
APPLE@CBRE
10.2023 - Current
- Working directly with Apple Places leadership across region.
- Using Workorder management tool (IBM Tririga / Apple Places Support) for monitoring day to day workplace related tickets.
- Managing PPM tickets for monthly, Quarterly and Semi-Annually across Pan-India.
- Leading Space Management for Apple workplace, assigning, tracking and auditing the space as per projection and BU requirement.
- Handling Pan-India workplace related tickets.
- Tracking all kind of M&E and Soft Services ticket workorder from end to end ensure timely closure in lines with SLA.
- Data Analysis and creating Dashboard for reporting and tracking workorders and space management for Pan-India Apple sites.
- Hosting meeting with the Pan-India stakeholders on pending works on weekly basis.
- Generating Reports for all pending works, Resolution report and Monthly reports for team review.
- Preparing Global reports to keep a track of the end-to-end workorders.
- Preparing reports for leadership team requirement across region.
- Coordinating with BU admins for space allocation and review for accuracy.
- Keynote Report for QBR for Global Review for future projection for Space.
- Project India lead for all new tools and application related to facility management (Facility webpage, Workorder tool, Shipping Tool, Space Management)
- Working closely with global technology team for improving the new tools and application.
- Key person for training on new tools and application for all the stakeholders.
- Working Closely with Finance team on invoicing and billing of Monthly and Quarterly billing cycle.
Global Customer service executive
CISCO@CBRE
08.2022 - 09.2023
- Handing all kinds of query calls globally
- Monitoring Cisco UPS globally.
- Hosting meeting with the stakeholders on pending works on weekly basis.
- Tracking all kind of M&E and Soft Services works.
- Generating Reports for all pending works, Resolution report, KPI report and Monthly reports for team review.
- Preparing Global reports to keep a track of the end-to-end work orders created.
- Preparing reports as per the leadership team requirement.
- Using Work order management tool (Service Insight/SI7) to create the request and inform to the concerned team.
- Providing vendor support and maintenance and soft services.
Senior Process Executive (Billing Rejection)
Cognizant Technology Solutions
08.2019 - 12.2021
- Cross verifying the patient information (Date of birth, name, age, gender)
- Using software as VM ware, bright tree.
- Manage day to day operations to ensure that work is completed within SLA.
- Checking in payers web portal for the denied or unpaid claim status of the patient.
- Identifying payer level global issue by doing RCA and share the findings with the process.
- Finding out trends and updating in team meeting.
Education
BCom -
CMR University
Bengaluru12-2018
12th -
St Joseph’s Indian PU college
Bengaluru12-2015
SSLC -
Mariya Niketan High School
Bengaluru12-2013
Skills
- Microsoft Office tools
- Pivot table
- Workorder management
- Space management
- Data analysis
- Keynotes
- Numbers
- Training coordination
- Team player
- Leadership skills
- Stakeholder engagement
- Facility management tools
- Effective communication
- Positive attitude
- Risks Monitoring
- Client Satisfaction
- Presentation skills
- Time management
- Tactical decision making
- Interpersonal communication
Languages
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Malayalam
Native
Native
Tamil
Beginner
A1
Timeline
Senior Customer Service Co-Ordinator/Business Operation
APPLE@CBRE
10.2023 - Current
Global Customer service executive
CISCO@CBRE
08.2022 - 09.2023
Senior Process Executive (Billing Rejection)
Cognizant Technology Solutions
08.2019 - 12.2021
BCom -
CMR University
12th -
St Joseph’s Indian PU college
SSLC -
Mariya Niketan High School