Nikita Mestry
Mumbai
Summary
Experienced with coordinating and managing service operations to ensure optimal performance. Utilizes strong communication and organizational skills to streamline processes and enhance customer satisfaction. Knowledge of team collaboration and effective problem-solving to meet dynamic needs.
Overview
6
6
years of professional experience
Work History
IT Service Coordination
Team Computers
Mumbai
04.2024 - Current
- Email Management: Proactively respond to emails, as all business operations are conducted through email communication
- DWS Portal Management: Handle the DWS portal by reviewing and processing tickets logged
- Take appropriate action for each issue based on the ticket
- Issue Resolution: Upon receiving a reported issue, assign engineers for service and part replacements as required
- Once the engineer has diagnosed the issue, actively communicate updates to clients
- Out-of-Warranty Devices: For tickets logged for out-of-warranty devices, share updates with clients and provide cost estimations to the internal team
- Follow up until the approval is received
- Extended Warranty and Physical Damage: For extended warranty claims and physically liquid-damaged devices, ensure that the appropriate processes are followed based on the specific case type
- Insurance Claims: Manage the insurance claim creation process for in-warranty calls
- ERP Billing: Process billing in ERP for part dispatches from the Apple DC to office locations
- This includes billing for vendor management tickets and processing service charges to vendors
- Vendor Coordination: Coordinate with vendors for devices requiring processing at the service center
- Pickup Requests for Remote Customers: For customers located outside of Mumbai, raise pickup requests to ensure smooth processing of their tickets
Front Desk & Backend Engineer
UNICORN INFOSOLUTIONS PVT LTD
Mumbai
05.2019 - 03.2024
- Customer Interaction: Greet and assist customers visiting the service center for Apple products, including iPhones, iPads, MacBooks, and other Apple devices
- Provide immediate solutions at the desk when possible, or guide customers to submit their devices for further processing if the issue requires additional attention
- GSX Database Management: Work daily with the GSX (Global Service Exchange) database to manage Apple device orders, warranty claims, and part requests
- Look up details of any Apple device brought in for service and initiate diagnostics as needed
- Client Queries & Escalations: Handle client queries and escalations across multiple channels-phone, email, and in-person
- Ensure timely and effective resolution of customer concerns
- Email Communication: Excel in professional email correspondence, providing clients with timely updates and clear communication regarding their service status
- Escalation Management: Generate and manage chat escalations, collaborating with Apple support teams to resolve client-reported issues
- Software Issues: Address software-related issues by attempting device formatting through iTunes on Mac devices, where applicable
- Data Backup Guidance: Advise customers on how to back up their device data, whether through Mac, iCloud, or third-party options
Education
Diploma in Computer Engineering -
MSBTE
Mumbai03.2018
SSC -
Maharashtra Board
Mumbai03.2014
Skills
- Time Management
- Communication
- Effective Time Management
- Team Player
- Ability to Work Under Pressure
- Microsoft Office
- Ability to Work in a Team
Languages
Highly proficient, Very good command, Very good command
Hobbies and Interests
- Running
- Gymnastics
- Watching movies
Timeline
IT Service Coordination
Team Computers
04.2024 - Current
Front Desk & Backend Engineer
UNICORN INFOSOLUTIONS PVT LTD
05.2019 - 03.2024
Diploma in Computer Engineering -
MSBTE
SSC -
Maharashtra Board
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