Nikhil R.

Customer Service professional with 7 years of experience leading frontline operations in high-volume environments. Strong background in SLA management, AHT control, quality audits, and driving NPS/CSAT performance while handling critical escalations. Skilled in coaching teams, improving productivity, and building disciplined, customer-centric workflows. Known for ownership, clear communication, and stabilizing teams under pressure.

Seeking Senior Customer

Associate, Team Leader, or Assistant Customer Service Manager roles to strengthen customer operations and lead high-performing support teams.

Technical Support Engineer - Teleperformance - Jaipur

(2025-02 - 2025-08)

Technical Support Engineer – Adobe Process (Teleperformance)

• Delivered advanced technical support for global Adobe customers (US, Europe, Australia, APAC), resolving complex issues related to Creative Cloud, licensing, installation, activation, and performance across Windows and macOS environments.
• Maintained a consistent 92% QA score, ranking among top performers for accuracy, compliance adherence, and overall customer experience standards.
• Achieved high First-Call Resolution (FCR) through fast root-cause analysis, structured troubleshooting, and precise technical communication.
• Integrated consultative sales within support interactions, identifying genuine customer needs and successfully closing subscription upgrades, plan migrations, and add-on product purchases to drive retention and revenue.
• Operated effectively in a high-volume, multi-region support environment with strict SLAs, dynamic priorities, and diverse customer expectations.
• Sustained strong KPIs across CSAT, AHT, compliance, and escalation management while maintaining full ownership of complex cases end-to-end.
• Strengthened long-term customer relationships through clear, solution-oriented communication and proactive issue prevention.

Junior Analyst Risk Management - Razorpay - Bangalore

(2022-08 - 2023-01)

• Prepared and validated bank documentation for Razorpay to contest merchant chargebacks, ensuring accurate reconciliation and strong dispute representation.
• Managed end-to-end reconciliation and dispute handling across major banks and UPI gateways including ICICI Bank (UPI), State Bank of India (UPI), Axis Bank, MobiKwik, PhonePe, and Ola Money.
• Handled merchant accounts across government entities and stock broking firms including Zerodha, Upstox, and Nxt Billion.
• Processed 4,500+ tickets per month with 99.9% accuracy, maintaining strict compliance and operational precision in high-volume workflows.
• Managed urgent escalations for Razorpay, representing both users and merchants while ensuring regulatory compliance and resolution within defined SLAs.
• Oversaw monthly transaction dispute volumes exceeding ₹15 lakh, ensuring timely investigation, documentation, and closure.
• Collaborated cross-functionally with Sales and Finance teams to resolve complex bank tickets and merchant-related financial discrepancies.
• Contributed to fraud analytics, risk assessment, account reconciliation strategies, chargeback reduction initiatives, and operational innovation within payment workflows.

QA Executive Consultant - AppBroda - Emirato di Dubai, Emirati Arabi Uniti

(2022-03 - 2022-06)

• Enabled app developers and publishers to monetize effectively by identifying growth gaps, improving quality standards, and aligning products with platform compliance requirements.
• Completed quality assurance audits for 150+ mobile applications, ensuring functionality, stability, performance, and policy compliance before approval.
• Contributed to the Appbroda Quality Help platform, improving publisher-to-user conversion and strengthening ecosystem trust.
• Reviewed and investigated flagged applications, filtering out non-compliant publishers and banned apps from the Appbroda Console to protect platform integrity.
• Designed and executed structured test plans covering functional testing, reliability testing, performance validation, and overall product quality benchmarks.
• Developed and monitored automated and manual test scripts to ensure consistent product performance and defect identification.
• Identified root causes of product defects and implemented corrective remedies to prevent recurrence and maintain release standards.
• Ensured continuous compliance with evolving industry policies, monetization guidelines, and quality standards across app submissions.

Internship Trainee - Happy Marketer Private Ltd. - Guoco Tower 1 Wallich St Singapore 078881

(2021-11 - 2021-12)

Google Data and Analytics Intern.

Data Science Associate - Redwood Algorithms - Bangalore

(2021-06 - 2021-09)

Information Technology Department - Tata Steel - Jamshedpur, Jharkhand

(2018-06 - 2018-09)

Worked in The department of ITS . Detailed study of Wifi Network and Improvment for Tata Steel Ltd.

Bachelor of Technology - Computer Science - REVA University (2015 - 2019)

Analytics 360 ™, Data Analysis - Analytics Training Institute (2021-02 - 2021-06)