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)
2022.04 - 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)
2021.02 - 2022.03
- 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
2019.08 - 2021.01
- 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)
2018.09 - 2019.08
- 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
2015.11 - 2017.04
- 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
Similar Profiles
SARAVANAN MOORTHYSARAVANAN MOORTHY
Senior QA Analyst at Veryon Private Limited (Formerly known as Rusada Avaiation Private Limited)Senior QA Analyst at Veryon Private Limited (Formerly known as Rusada Avaiation Private Limited)
Sumit GargSumit Garg
Assistant General Manager - Finance at Trident Hills Private Limited (Formerly Known As IREO Fiveriver Private Limited)Assistant General Manager - Finance at Trident Hills Private Limited (Formerly Known As IREO Fiveriver Private Limited)
AKSHAY KUMARAKSHAY KUMAR
Account Manager at NFCI Global Private Limited, Corporate Office of NFCI Educations Private LimitedAccount Manager at NFCI Global Private Limited, Corporate Office of NFCI Educations Private Limited