Name Nisha K Nair
Date of Birth 14/10/1984
Mailing Address Mumbai, Maharashtra, India – 421201
To pursue Customer Service career in a company that offers opportunities for professional and personal growth.
Bachelor of Science 2002 – 2005
Mumbai University Major – Zoology
Honors – 2nd Division (Upper)
GCE ‘A’ Level / 12th Grade 2000 – 2002
GCE ‘O’ Level / 10th Grade 1999 – 2000
Six Sigma Green Belt Certified from VMEdu. Inc
Certified MBA (PGDMS) from Welingkar’s Institute of Management, Mumbai University
ICICI Securities Ltd January 2010 – Present Senior Manager
Handling complaints and queries raised by customer via call centre and sales team, providing appropriate solutions and alternatives within the time limit, follow up to ensure resolutions.
Investigating and solving customer’s problems, which may be complex or long standing.
Follow communication procedure, guidelines and policies
Handling various in-house customer oriented projects.
Helping sales team to build good customer relations.
Also plays a key role in Branch Audit Awareness
Resourceful in setting out in-house quality standards for various operational areas, ensuring high-quality customer experience while adhering to SLAs for their services
Proficient in managing the entire gamut of team management activities with continuous improvement in service delivery, circulating reports among team members, analyzing performance, attrition, coaching & delivering feedback to an individual for enhanced performance
Analyzing statistics and other data to determine the level of customer service organization is providing.
Playing major role in automation of crucial activities, arranging promotional events, improving customer service procedure policies and standard for organization
Meeting with other Managers to discuss possible improvements to customer service.
Familiar with SAP system.
Successfully launched effective rewards/recognition, appraisal & incentive programs
Minimizing staff absence and attrition
Approachable, supportive and willing to assist others
Streamlined review parameters of Sales Team and initiated automation procedure
Awarded for Excellent Performance in Customer Service Training
Received certificate for outstanding performance in Customers KRA KYC Project
Supervised Sales team of 500+ staff members
Earned highest marks for customer satisfaction. Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Documented and resolved Account Opening Issues which led to 2% of Rejections from 20% of Rejection
Tata Communications Ltd October 2008 – December 2009 Training Coordinator
Asian PPG Industries Ltd April 2007 – October 2008 Sales Support Officer (Sales Development)
India Today April 2005 – April 2007 Sales Executive
Communication skills that allow to inform, help and advice customer and sales team clearly and to liaise with other managers
Problem Solving Skill
Listening Skill, to understand exactly what customers require
An ability to work under pressure
Proficient in MS Office
Proficient in Customer Relationship Management Software (CRM)
INTEREST & HOBBIES
Dancing and Reading Books
Available Upon Request
25% hike on current CTC – Negotiable
DATE OF AVAILABILTY
2 Months Notice Period – Negotiable