Nikhil Singh

Performance-driven professional with nearly 3 years of rich & extensive experience in Customer Service Management, Sales & Business Development in the E-Commerce and IT industry. Gained experience of improving customer service, creating engaged customers and facilitating organic growth. Expertise in taking ownership of customer's issues and following problems through to resolution. Excels in supervising customer satisfaction (CSAT) analysis and projection.

Skills in ensuring clients receive exceptional service while achieving the business's goals. Developed & implemented client service strategies that will increase sales while providing a positive experience for all clients. Proven track record of resolving and reducing customer complaints and meeting customer service level agreements. Received Highest Registration Market Business Development Award In SNAPDEAL.

Group Leader (Customer Service Gaming Process) - Kayankunj Tradzone - Noida

(2023-11 - 2025-02)

• Supervised and managed a team of customer service executives handling gaming-related support, ensuring consistent performance and customer satisfaction.
• Monitored daily operations, team productivity, and adherence to SLAs (Service Level Agreements) for timely and effective issue resolution.
• Led a contract-based team of customer support agents for a gaming process, ensuring smooth daily operations and adherence to SLA targets.
• Delivered short-term project goals, including onboarding support, gameplay assistance, and escalation management for seasonal gaming campaigns.
• Maintained detailed call logs and performance reports to assist project managers in data-driven decision-making during contract tenure.

Senior Customer Chat Delight - Jindal Intellicom - Gurugram

(2019-06 - 2019-10)

• Assisted in Zomato Chat Process for customers PAN India
• Managed Voice (20%) & Chat (80%) process
• Responded promptly to customer inquiries and communicating with customers through various channels
• Acknowledged & resolved customer complaints after analysing the details of the issue
• Assessed the customer feedback, evaluating areas of improvement & providing critical feedback on improvements
• Obtaining and evaluating all relevant information to handle inquiries and complaints

Senior Operations Executive - Floweraura.com - Gurugram

(2017-06 - 2018-08)

• Coordinated between customers and delivery partners
• Answered customers' inquiries via Chat and E-mail and solving their queries
• Made outbound transactions to customers to learn about and address their needs, complaints, or other issues with products or services
• Served the customers by providing product & service information and resolving product and service problems to their satisfaction

Market Intelligence Team Executive - Snapdeal - New Delhi

(2015-01 - 2016-06)

• Engaged in seller on-boarding and seller relationship for customers & sellers PAN India
• Resolved product or service problems by clarifying the customer's complaint/doubts, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Managed large amounts of incoming calls and kept & maintaining records of customer interactions, transactions, comments and complaints
• Guided the clients from onboarding to publishing their products on Snapdeal
• Maintained an orderly workflow according to priorities
• Participated in Key Cross-functional Meetings as the representative for the Sales/Customer Service Department to discuss goals & future growth for customer accounts.

B.Com. - C.S.J.M University (2014)