RESUME

PERSONAL PARTICULAR

Name Nisha K Nair

Gender Female

Date of Birth 14/10/1984

Nationality Indian

CONTACT INFORMATION

HP +91-937*******

Email addag0@r.postjobfree.com

Mailing Address Mumbai, Maharashtra, India – 421201

CAREER OBJECTIVE

To pursue Customer Service career in a company that offers opportunities for professional and personal growth.

EDUCATION

Bachelor of Science 2002 – 2005

Mumbai University Major – Zoology

Honors – 2nd Division (Upper)

GCE ‘A’ Level / 12th Grade 2000 – 2002

Mumbai University

GCE ‘O’ Level / 10th Grade 1999 – 2000

Mumbai University

Professional Certification:

Six Sigma Green Belt Certified from VMEdu. Inc

Certified MBA (PGDMS) from Welingkar’s Institute of Management, Mumbai University

WORKING EXPERIENCE

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.

Achievements:

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

SKILLS

Interpersonal Skills:

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

Computer Skills:

Proficient in MS Office

Proficient in Customer Relationship Management Software (CRM)

Language Skills:

English

Hindi

Marathi

Malayalam

INTEREST & HOBBIES

Dancing and Reading Books

REFERENCE

Available Upon Request

EXPECTED SALARY

25% hike on current CTC – Negotiable

DATE OF AVAILABILTY

2 Months Notice Period – Negotiable

Contact this candidate