Remote Data Entry Clerk with 3+ Years Experience

NIKITA GAJBHIYE

Customer Support & Operations Specialist Business Operations AI Data Trainer

************@*****.*** +91-876******* Nagpur, MH 441110 linkedin.com/in/nikitagajbhiye-28b819271 PROFESSIONAL SUMMARY

Results-driven Customer Support & Operations Specialist with 3+ years of experience managing high-volume, multi-channel support across chat, email, and phone. Demonstrated success in sustaining 95%+ First Contact Resolution (FCR), 94%+ CSAT scores, and 100% SLA adherence. Proficient in ServiceNow, Jira, Confluence, Power BI, and ITIL-aligned service desk operations. Skilled in AI data annotation, compliance-driven workflows, CRM management, and cross-functional stakeholder collaboration. Seeking a Senior Customer Support, IT Service Management, or Business Operations role to leverage KPI ownership, incident management, and process automation expertise. CORE SKILLS & COMPETENCIES

ITSM & ITIL: ITIL Foundation, Incident Management, Change Management, Problem Management, SLA Adherence, Service Desk Operations

Customer Success: CSAT, NPS, First Contact Resolution (FCR), KPI Tracking, Escalation Management, Multi-Channel Support (Chat, Email, Phone), CRM

Platforms & Tools: ServiceNow, Jira, Confluence, Labelbox, Slack, Power BI, Google Workspace, Microsoft Excel, AC3, Chime

Technical & AI: Visual Studio Code, Postman, ChatGPT, Google Gemini, Claude, Leonardo AI, Ideogram AI, ElevenLabs Administrative: Documentation & Reporting, Scheduling & Coordination, Calendar & Email Management, Knowledge Base Management

Soft Skills: Communication, Time Management, Attention to Detail, Multitasking, Problem-Solving, Adaptability, Stakeholder Engagement, Collaboration

PROFESSIONAL EXPERIENCE

AI Data Trainer (Freelance) Remote Aligner Remote • Jan 2025 – Jul 2025

• Evaluated 100+ AI responses daily, boosting model output accuracy by 12% through structured feedback and quality benchmarking.

• Annotated 500+ multimodal data samples, achieving 98%+ accuracy in compliance-sensitive environments.

• Tested speech recognition systems under real-world noise conditions, identifying 15+ critical performance gaps per cycle.

• Labeled and verified datasets in Labelbox, preserving 100% data consistency and guideline adherence across all submissions.

• Delivered structured prompt-and-output feedback, enhancing model performance quality scores by an estimated 10%.

• Coordinated with cross-functional teams to resolve data quality issues, reducing dataset error rates by 20%. Support Specialist Revolut Bengaluru, India (Remote) • Jan 2024 – Apr 2024

• Resolved 40–60 customer queries daily via chat, achieving 94% CSAT and upholding 100% SLA adherence throughout tenure.

• Managed 30+ referral-related cases weekly, reducing repeat-contact rate by 18% through precise, empathetic guidance.

• Processed 50+ weekly tickets in Jira and Confluence, enhancing resolution efficiency by 22% through structured workflow tracking.

Customer Support Specialist I Amazon Mumbai (Remote) • May 2023 – Nov 2023

• Executed 100+ daily multi-channel interactions (chat, email, phone), consistently meeting CSAT and quality KPIs.

• Sustained accurate CRM records, reducing case closure time by 12% through enhanced documentation and proactive follow-up.

• Identified complex issues and escalated to senior teams, sustaining service quality and reducing escalation resolution time.

Business Analyst SuperProcure Kolkata, India (Remote) • Feb 2023 – Mar 2023

• Coordinated real-time customer interaction management using AC3, Slack, and Chime, achieving strong First Contact Resolution (FCR) rates.

• Participated in daily Agile stand-ups, managing tasks across 3 concurrent projects and ensuring on-time sprint delivery.

• Presented daily project progress, risks, and priorities to senior leadership, accelerating decision turnaround speed.

• Automated bulk upload workflows for contracts, rates, and geo-fence data, reducing manual effort by 40% and minimizing errors.

• Cleaned and validated 10,000+ records, refining data accuracy by 25% and eliminating duplicate entries.

• Built adoption and compliance dashboards in Power BI, Excel, and Google Sheets, reducing reporting time by 30%.

• Delivered onboarding sessions and authored user manuals for 15+ team members, accelerating system adoption.

• Preserved and updated a centralized knowledge base, enabling faster incident resolution and reducing repeated support queries.

LMAQ Compliance Specialist Amazon Hyderabad (Remote) • Feb 2022 – Aug 2022

• Reviewed driver licenses and IDs against SOPs across 300+ daily checks, strengthening detection of fraudulent or non- compliant documentation.

• Resolved driver verification queries via email, upholding compliance standards and reducing onboarding friction through enhanced response accuracy.

• Upheld 100% SOP adherence across a 7-month operational period, contributing to full audit readiness and operational integrity.

Online Proctor & Call Management Specialist Examity Hyderabad, India • Jan 2021 – Apr 2021

• Supervised 15+ exam candidates daily via video and live chat, ensuring 100% adherence to examination security standards.

• Executed multi-step authentication for all test-takers prior to exam access, preventing unauthorized entry and securing operations.

• Documented and escalated suspicious behavior via email, phone, and chat, sustaining a complete audit trail and compliance record.

Web Developer Intern S2P Edutech Nagpur, India • Jan 2020 – Jan 2021

• Built and maintained responsive educational web platforms using HTML, CSS, Bootstrap, Angular, Node.js, and SQL over a 12-month internship.

• Collaborated with cross-functional teams to implement feature updates on schedule, supporting iterative development cycles.

• Reduced reported bugs by 30% through systematic debugging across devices and browsers, ensuring a consistent user experience.

KEY ACHIEVEMENTS

• Sustained 100% SLA adherence across all support roles, directly contributing to CSAT scores above 94%.

• Automated bulk data upload workflows at SuperProcure, saving 40% of manual effort and reducing processing errors.

• Achieved 98%+ annotation accuracy on 500+ multimodal AI datasets in compliance-sensitive environments.

• Reduced case closure time by 12% at Amazon through CRM documentation improvements and structured incident resolution.

• Decreased reporting time by 30% by building Power BI and Google Sheets dashboards for adoption and compliance tracking.

• Cleaned and verified 10,000+ records, boosting data accuracy and eliminating duplicates by 25%. EDUCATION

Bachelor of Engineering (B.E.) – Information Technology Graduated: Jun 2017 Priyadarshini College of Engineering, Nagpur, India CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

ITIL Foundation Certification • Google IT Support Professional Certificate (Coursera) • Microsoft Web Developer Certificate

(MVA) • Power BI – Skill Nation • Generative AI Tools – Freedom with AI • ChatGPT for Office – Skill Nation • Canva Design Journey – Canva

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