Hitesh Nakra

Friendly, enthusiastic and customer-focused professional with experience across hospitality, retail, customer service, financial services and IT environments. Experienced in delivering excellent customer service, handling customer enquiries, operating tills, maintaining accurate records and supporting day-to-day operations in fast-paced environments. Recognised for reliability, teamwork, attention to detail and a positive, can-do attitude.

Alongside my professional experience, I have a genuine passion for cooking and baking, with a strong interest in creating quality food and memorable customer experiences. Seeking a part-time Customer Services or Retail Assistant position where I can combine my customer service, hospitality and retail experience with my passion for cooking and baking to contribute to a friendly, fast-paced team. Available for an immediate start and flexible to work weekdays, evenings, weekends and bank holidays.

Full UK driving license with access to my own vehicle.

Product Operations and Support - LeasePlan, UK - UK

(2023-07 - 2026-04)

• Maintained accurate operational records and documentation within a regulated financial services environment.
• Responded to customer and business user enquiries via telephone, email and Microsoft Teams, providing timely updates and maintaining high levels of customer service.
• Coordinated multiple administrative activities and prioritised workloads while consistently meeting service level agreements and business deadlines.
• Updated business systems, maintained accurate electronic records using Jira and Confluence, and ensured documentation remained current and confidential.
• Worked collaboratively with colleagues across multiple departments to resolve enquiries and support day-to-day business operations.
• Created and maintained standard templates, processes and documentation to support consistent ways of working.
• Produced regular reports and maintained documentation to support business operations and informed decision-making.
• Supported the onboarding of new team members by providing guidance on tools, processes and working practices.
• Collected feedback from customer-facing teams and shared it with the product team to support continuous improvements.
• Recognised for professionalism, reliability and delivering excellent customer service in a fast-paced environment.

IT Operations and Support - Tata Consultancy Services – Diligenta, UK - UK

(2018-09 - 2023-06)

• Delivered customer support for leading financial services organisations across the UK, Europe and the US, including Aviva, Phoenix Group, Lloyds Banking Group and Prudential.
• Worked in a fast-paced, target-driven environment while managing multiple priorities.
• Built strong relationships with customers and colleagues through clear communication and a helpful approach.
• Managed customer enquiries by phone, email and online chat, providing friendly and professional support.
• Logged, updated and monitored support tickets, ensuring customer requests were recorded accurately.
• Diagnosed and resolved day-to-day hardware, software and network issues.
• Guided customers through step-by-step solutions to resolve issues and restore services.
• Escalated more complex issues to specialist teams or third-party suppliers, ensuring they were resolved within agreed service levels.
• Kept customers updated on the progress of their requests until resolution.
• Maintained accurate records of customer enquiries, support requests and resolutions.
• Worked closely with colleagues and other teams to resolve customer issues quickly and efficiently.
• Followed company procedures while managing a busy workload and delivering excellent customer service.

Customer Service and Sales Assistant - Reliance Retail Ltd., India - India

(2015-09 - 2018-06)

• Delivered excellent customer service in person, by telephone, email and online, responding to customer enquiries and resolving complaints professionally.
• Processed customer orders received by telephone, email and online, ensuring all orders were entered accurately into the business system.
• Prepared sales orders and dispatch paperwork, ensuring customer orders were processed accurately and on time.
• Operated tills and touchscreen point-of-sale systems, processing cash and card payments accurately while supporting daily banking activities.
• Opened and closed the store, maintaining high standards of cleanliness, presentation and customer service throughout the day.
• Worked towards sales targets by promoting products, supporting customers with their purchases and identifying sales opportunities.
• Worked closely with the Store Manager to monitor store performance, share ideas to improve sales and support business targets.
• Maintained accurate sales, stock and financial records using Busy Accounting Software, supporting invoicing, expense tracking and day-to-day store administration.
• Produced daily sales and stock reports, helping to maintain stock availability and accurate inventory records.
• Worked closely with colleagues and suppliers to resolve queries, support daily operations and maintain a positive team environment.

Barista - Café Coffee Day, India - India

(2012-06 - 2015-09)

• Prepared a range of coffee, tea and other beverages to company quality standards.
• Delivered friendly and engaging customer service, taking orders and creating a welcoming customer experience.
• Recommended drinks, food items and promotions to increase sales and enhance the customer experience.
• Operated the point-of-sale (POS) system and processed cash and card payments accurately.
• Worked efficiently in a fast-paced environment while maintaining excellent service during busy periods.
• Maintained high standards of cleanliness, food hygiene and health & safety.
• Replenished stock and ensured products and supplies were always available.
• Worked closely with colleagues to deliver efficient service and support daily operations.

Student Administrator (Part-time) - Thapar University, India - India

(2009-07 - 2012-05)

• Assisted students with academic enquiries, course registration and class scheduling.
• Maintained accurate student records, including grades, attendance and personal information.
• Performed general administrative duties, including filing, photocopying and maintaining organised student records and documentation.
• Coordinated student events, workshops and orientation programmes to support student engagement and provide administrative assistance.

MSc Management with Project Management - Management with Project Management - BPP University, UK (2026-08)

Master of Computer Applications (MCA) - Computer Applications - Thapar University, India (2009 - 2012)

Bachelor of Science (Computer Applications) - Computer Applications - Panjab University, India (2006 - 2009)