Akshaya Nisha

Product enablement and operations professional with experience in banking support, customer service and travel operations. Skilled in performance reporting, escalation resolution, knowledge management and cross-functional coordination. Brings experience in workload allocation, service-level monitoring and process improvement to product enablement and project support roles.

Product Enablement Specialist at HSBC Electronic Data Processing India Pvt Ltd (2024-03 – Present)

• Resolve complex customer issues and identify potential service concerns before they escalate.
• Review support metrics and share operational insights with senior management.
• Create and maintain knowledge resources that support consistent responses and customer self-service.
• Gather customer feedback to inform product and service improvements; work with cross-functional teams to improve operational processes.
• Meet or exceed assigned key performance indicators (KPIs) and service performance targets.
• Recognition: Outstanding performance rating, 2024; Customer’s Champion Award, Golden Circle Awards, Q2 2025.

ORN Trip Factory Pvt Ltd (2023-05 – 2024-02)

• Managed reservations, bookings and cancellations, and followed up with suppliers to confirm pending reservations.
• Allocated daily team workloads and addressed customer feedback and complaints to maintain service quality.

Concentrix India Private Limited (2021-08 – 2023-04)

• Prepared daily dashboard reports in SONAR for clients and uploaded operational volumes using SAP.
• Monitored workload volumes and service-level agreements (SLAs); maintained end-of-day control checklists for incoming and completed work.
• Resolved customer queries, handled escalations, opened support tickets and trained new joiners.
• Recognition: Monthly performance award in September; received performance ratings of 5 for three consecutive months.

Bachelor of Commerce (General) – St. Joseph’s University (2021)