Nikhil Kumar

IT graduate with strong experience in property operations, customer service, and administration. Confident managing lettings, inspections, compliance tasks, and CRM systems with accuracy and professionalism. Brings solid technical knowledge from university studies and practical experience working in fast-paced, customer-focused roles. I am looking for a role where I can apply my technical skills, support operational processes, and continue developing within a growing organisation.

Digital Operations Assistant - Ulverscroft Limited

(2026-04)

Support the Digital Operations team in maintaining uLIBRARY services, digital assets, and technical queries, working closely with the Digital Operations Team Leader to keep systems running smoothly for library customers and end users.

• Acted as first point of contact for uLIBRARY based queries from the sales team, providing direct support to library customers and end users.
• Investigated and helped resolve reported uLIBRARY app and browser errors, liaising with internal and external developers and raising tickets via Redmine.
• Tested and approved new uLIBRARY releases and bug fixes ahead of rollout.
• Monitored and maintained eAudio and eBook digital assets, including purchasing titles via InAudio and preparing eBooks for sale.
• Supported EDI technical queries and distribution plans, collaborating with external suppliers and the Head of IT Operations.
• Compiled PLR statistics for the British Library and circulated NZ library statistics as required.

Property Operations & Compliance Lead - Quality Accommodation Services

(2025-02 - 2026-03)

Managed day-to-day letting operations through viewings, inspections, licensing work, and quality assurance. Maintained high standards of compliance and administration across all properties.

• Improved property standards by carrying out regular inspections and quality checks, ensuring issues were identified and resolved quickly.
• Strengthened compliance across the portfolio by managing selective licensing applications in line with council requirements.
• Supported higher tenancy conversion rates by delivering professional, well-organised property viewings.
• Reduced admin errors through accurate documentation, CRM updates, and consistent process management.
• Helped streamline lettings operations by coordinating maintenance visits and improving communication between tenants, landlord, and the team.

Commercial Customer Associate - HSBC

(2024-04 - 2025-11)

Supported business clients through efficient enquiry handling, complaint resolution, and secure account management in line with HSBC policies and fraud-prevention procedures.

• Delivered consistently high customer service scores by resolving complex business-banking enquiries with accuracy and professionalism.
• Supported team performance by sharing best practices, helping colleagues with difficult cases, and contributing to a positive, collaborative environment.
• Worked effectively with fraud, complaints, and specialist banking teams to resolve issues quickly and ensure customers receive the right outcome.
• Maintained strong compliance and call-quality results by following HSBC procedures and documenting all interactions clearly in CRM systems.
• Helped improve customer experience by identifying recurring issues and escalating them to relevant departments for process improvement.

Customer Service Adviser - Sytner BMW

(2023-06 - 2023-11)

Delivered front-line support to customers by handling enquiries, resolving issues, and ensuring a smooth service experience across all touchpoints.

• Delivered a smooth customer journey by managing service bookings, enquiries, and updates with clarity and professionalism.
• Built trust with customers by explaining service requirements, recalls, and repair timelines in a clear and approachable way.
• Supported workshop efficiency by coordinating closely with technicians and service managers to keep schedules running on time.
• Contributed to a well-organised service department by assisting colleagues during busy periods and maintaining strong team communication.

BSC - Information and Communication Technology - De Montfort University (2018-10 - 2023-06)