Vivek Nambiar
Bangalore
Summary
Proven history of increasing productivity and customer satisfaction with great phone skills and talents. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
3
3
Languages
1
1
Project
Skills
- Leadership
- Key stakeholder relationship building
- CRM
- Report preparation
- Root Cause Analysis
- Documentation
- Service standard compliance
- Professional telephone demeanor
- Complaint resolution
- Training and demonstration development
- Improvement initiatives
- Staff Management
- Strategic planning
- Key Performance Indicators
- Customer service expert
- Employee rewards and motivation
- Quality improvement leadership
- Policy and procedure adherence
Work History
Senior Customer Support Executive
Intergalactory Foundry Private Limited (Sliceit)
04.2022 - Current
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Floor support given to new agents and monitoring their overall performance and productivity.
- Taken extra responsibility by contributing towards establishing CEO escalation team and maintaining Collection Escalation tracker.
- Training and monitoring KPI of new joiners in team.
- Preparing RCA report on CEO Escalations & Collection Escalations.
- Reporting fake pages in Instagram/Facebook/Twitter.
- Preparing SOP for CEO Escalations.
- Working on CEO Escalations(Team creation) project.
- Training people on CEO Escalation SOP.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Skilled at working independently and collaboratively in team environment.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Worked flexible hours across night, weekend and holiday shifts.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Resolved problems, improved operations and provided exceptional service.
- Strengthened communication skills through regular interactions with others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Gained strong leadership skills by managing projects from start to finish.
- Demonstrated leadership skills in managing projects from concept to completion.
Operations Officer
Dreamplug Technologies Pvt Ltd(CRED)
02.2021 - 03.2022
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Maintained constructive client and vendor relationships.
- Provided training to group of 13 member and monitored their performance and productivity.
- Compiled training materials for new employees and tracked skill development
Officer - CC - Escalation Desk
Myntra Designs Pvt Ltd
08.2019 - 01.2021
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Supported different teams like Social Media for 3 months in handling customer queries in LinkedIn/Twitter/Facebook/Instagram with average quality score of 97%.
- Floor support given for total member of 30 and created pilot batch for handling high ageing issues.
Social Media Specialist
Cogent E Services Private Limited(Flipkart Internet Pvt Ltd)
09.2018 - 08.2019
- Exceeded goals through effective task prioritization and great work ethic.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- RCA done hacking issue and worked on ATO project and established team with total member of 6 and given them training by streamlining SOP based on business requirements by adhering to company policies.
Sales Engineer
Advanced Equipment & Maintenance Co. Ltd
11.2015 - 04.2017
- Over achieved sales target every year around 10%.
- Provided technical troubleshooting and problem solving for clients with installed equipment or system issues.
- Analyzed market trends, competitor performance and product strengths.
Education
B.Com - Accounting And Finance
Chinmaya Mission College
Palakkad08.2013
High School Diploma -
Holy Trinity School
Palakkad08.2008
Languages
English
Upper intermediate (B2)
Hindi
Advanced (C1)
Malayalam
Bilingual or Proficient (C2)
Accomplishments
- Recognized as Employee of the year in 2016 for the outstanding performance by overachieving the total targets within 9 months timeline.
- Documented and resolved CEO Escalation which led to appreciation in Social Media Platform.
- Supervised team of 20 staff members.
- Collaborated with team of 20 in the development of ATO team.
Tools Used
- Smart Assist
- Sprinklr
- Zendesk
- Freshdesk
- Freshchat
- Databricks
- Jira
- Ameyo
- Google Sheets
- Device Fingerprinting
Projects
- Study on Performance Analysis of Gold ETF in India at Cochin Stock Exchange 2008 - 2013
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