Nikita Shah

Results-driven Customer Support Professional with 4+ years of experience across BPO and e-commerce domains, including CEO-level escalations for Flipkart. Expert in handling high-impact cases, dispute resolution, and cross-functional coordination. Proven ability to improve CSAT, reduce repeat contacts, and meet strict SLAs/TATs. Skilled in stakeholder communication, root-cause analysis, and end-to-end ownership of complex cases.

L3 CEO Escalations Customer Executive - Teleperformance Pvt Ltd (Flipkart Process) - Bhopal

(2025-01)

• Manage high-priority CEO/Grievance escalations with full case ownership until closure
• Perform deep-dive investigations across orders, returns, refunds, logistics, and seller issues
• Liaise with cross-functional teams (Logistics, Payments, Seller Support, Brand) to drive resolution within SLA
• Draft executive-level email communications and RCA summaries
• De-escalate irate customers using empathy and solution-oriented communication
• Ensure adherence to TAT, compliance, and quality standards
• Impact: Reduced repeat escalations and improved CSAT (add % if available)
• Tools: Sky Speed, Salesforce, CRM/Ticketing tools, internal dashboards, email management systems

Customer Service Associate - IGT Solutions Pvt Ltd, Bhopal - Bhopal

(2022-01 - 2024-06)

• Handled 70-90 customer interactions/day for flight bookings, cancellations, and modifications
• Processed refunds for delayed/cancelled flights with accuracy and speed
• Resolved baggage and service issues by coordinating with airline teams
• Delivered consistent CSAT by effective communication and first-contact resolution
• Impact: Maintained high quality scores and adherence (add metrics if available)

Computer Operator - Maulana Azad National Institute of Technology (MANIT), Bhopal - Bhopal

(2017-09 - 2019-01)

• Managed data records and system operations; supported software installations
• Assisted in AISHE and NIRF data projects and reporting

Computer Operator - Sheetalnath Builders, Bhopal - Bhopal

(2014-08 - 2017-02)

• Managed data entry, documentation, calls, and email communication
• Supported daily administrative operations

Bachelor of Computer Applications - Computer Applications - Makhanlal Chaturvedi University, Bhopal (2012 - 2015)

Higher Secondary (12th) - MP Board, Bhopal (2010 - 2011)