Niraja Nalini

Results-oriented Unit Leader specializing in customer experience (ORM) and performance auditing. Demonstrated ability to optimize CRM tools and lead quality initiatives that elevate customer satisfaction and operational efficiency.

Unit Head - Customer Experience (ORM) at NoBroker Technologies Solutions Pvt. Ltd. (2022-06 – 2025-10)

• Collaborated with cross-functional teams to address customer concerns and expedite issue resolution, enhancing overall customer satisfaction.
• Oversaw daily operations to ensure task completion and maintain quality standards, leading to improved team performance.
• Developed and enhanced custom CRM tool in partnership with tech team, training teams across departments for effective adoption and utilization.
• Designed and delivered training programs for new recruits.
• Conducted interviews for prospective candidates and made hiring decisions.
• Audited a segment of the team's monthly performance to ensure quality.
• Developed a comprehensive user handbook for the in-house CRM tool, covering end-to-end workflows and department-specific scenarios

B.Tech in IT – National Institute of Science & Technology, Berhampur (2010 – 2014)

Class XII – Om Herambalay Residential College, Berhampur (2008 – 2010)

Class X – Matrusri Anglo Vedic School, Berhampur (1996 – 2008)