Nimmy Kasla

Customer Service Executive

**** - ** ********* **, *********, Ontario, Canada, N2H OC7

Email: ad31t4@r.postjobfree.com Phone: +1-437-***-****

Skilled customer service professional with over +7 years of successful client service, management, and leadership experience. Dedicated to bettering the customer experience with reliable product education, timely assistance, helpful feedback, and respectful conflict management response. Enthusiastic and personable individual who enjoys working with people and building long-lasting relationships and product loyalty. Passionate about creating organizational success and bettering brand reputation through serving customers in a truly memorable way.

Professional Experience

Collabera Vadodara

Senior Customer Service Advisor October 2021 - May 2023

Strong verbal and written communication with the customers to convey relevant information, in a friendly professional tone, actively listen to their concern and provide empathetic response.

Always updated with the new company products or services to confidently address customer’s inquiry.

Developed strong problem-solving abilities to effectively address customer’s issues and find appropriate solutions. Remain calm and patient, even in challenging situations, and work towards resolving problems in a timely manner.

Empathetic towards customer’s concerns and frustrations. Patiently handle difficult customers. Rapport building with the customers.

Document customer interaction on call to record a customer history.

Collaborate with colleagues and other departments to provide seamless customer service.

7M Tours USA October 2016 - May 2020

Mice & Groups Manager

Continuously liaise with airlines, hotels, transportation, events, and restaurants to ensure smooth operations and favorable partnerships.

Ensure that teams maintain data in the required manner to comply with audits and regulatory requirements.

Facilitate a qualitative and timely handover of post-tour operations to the accounts team for seamless financial management.

Develop long-term business strategies and objectives to drive successful operations and foster growth in the MICE and groups segment.

Work closely with sales and marketing teams to develop and implement effective campaigns and strategies that align with business goals.

Negotiate contracts with external vendors and suppliers to secure competitive pricing and maintain high service levels.

Provide tour escorting services to ensure smooth operations and address any customer concerns or issues that may arise.

Prioritize maintaining high-quality customer service throughout the entire experience to enhance customer satisfaction and loyalty.

Firstsource Solutions PVT LTD November 2015 - May 2016

Senior Associate

Maintaining customer/retailer relationships by responding to inquiries through calls/emails (kana tool) and documenting actions.

Respond to customer's or retailer's queries by understanding inquiries; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; and verifying customers/retailer's understanding of information and answers.

Recording customer/retailer inquiries by documenting inquiries and responses in customer's accounts.

Serco Global Services October 2014 – October 2015

Customer Service Associate

Sold tickets and maintained related ticket sales on eRes.

Handling cancellations and refund inquiries calls. Assisted in online boarding and disembarking of passengers and maintained passenger counts, and ticket sales.

Maintained accuracy and balance of funds and provided high level of customer service.

Assisted in accurate production sales and distribution of tickets for all entertainment events.

Provided quality customer service to customers in person, over the phone, and through email

Responded to customer inquiries promptly and accurately

Handled customer complaints and resolved issues promptly

Followed up with customers to ensure their satisfaction with services

Education

Bachelor of Science in Inorganic Chemistry March 2013 Arni's University at Mumbai

NISM-Series-V-A: Mutual Fund Distributors Certification in Securities Markets May 2021 National Institute of Securities Markets at India

High School Diploma in Science May 2008 - February 2009 St Mary's High School at Mumbai

Key Skills

Computer Applications Excel

Google Docs

Excellent Communication Social Media Marketing

Languages

English Gujarati Hindi Marathi

Availability

Seven days a week.

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