Nikhil M

Hi, I’m Nikhil, an electronics and telecommunication engineering graduate with over four years of experience in customer and IT support operations.

I’ve worked with global companies like Revolut Technologies and Amazon, where I specialized in handling client inquiries, troubleshooting technical issues, and managing CRM and ticketing systems such as Salesforce and Jira.

Throughout my career, I’ve been recognized for maintaining high customer satisfaction, improving support workflows, and training new team members to enhance overall service quality.

I’m passionate about roles that combine customer interaction, process efficiency, and problem-solving, and I take pride in ensuring smooth communication between clients and technical teams.

Most recently, I worked as a CRM Support Specialist (IT Ticketing) with Revolut Technologies, where I provided customer assistance across various channels — phone, email, and chat — for digital banking products. My role involved using CRM tools like Salesforce and Jira to document interactions, resolve issues efficiently, and ensure a smooth customer experience. I also took the initiative to train new team members on customer service best practices and internal policies, which helped improve our team’s response consistency and overall customer satisfaction.

Before that, I was with Amazon Development Centre as a Service Desk Support Executive – ERC, where I managed employee inquiries related to payroll, system access, and benefits. I worked on identifying and reconciling discrepancies in payroll data, prepared reports for processing, and ensured accurate and timely resolution of internal tickets. This role sharpened my attention to detail and ability to handle high-volume queries while maintaining service accuracy.

Earlier in my career, I worked at Work-cell Solutions and Hexaware Technologies in IT operations and client support roles. These experiences taught me how to analyze support processes, implement improvements for operational efficiency, and collaborate effectively with HR and leadership teams to resolve client issues.

Bachelor of Engineering in Electronics and Telecommunication

Pillai HOC College of Engineering and Technology, Mumbai (2013–2017) – Graduated with a 5.80 CGPA.

Higher Secondary Education (HSC)

S.S.N.E. School of Education, Navi Mumbai (2013) – Scored 67.57%.

Secondary Education (SSC)

S.S.N.E. School of Education, Navi Mumbai (2011) – Achieved 93.27%.