Nirmala Shakya

Results-driven operations and customer relations professional with over 14 years of cross-industry experience spanning healthcare, retail, technology, and business process outsourcing. Proven ability to manage front-desk and back-office functions, drive customer satisfaction, and consistently meet targets in high-volume environments. Experienced working with Indian and multinational teams across corporate, hospital, and technology retail settings.

Seeking a Dubai-based role in customer service, office administration, operations coordination, or client relations.

Course Coordinator cum Academic Counsellor (Patient Counsellor) - Neelkanth Infertility & Reproductive Sciences - Gurugram, Haryana India

(2024-10 - 2026-01)

• Counselled patients on fertility treatment plans, courses, and medical procedures, ensuring clear understanding and informed consent.
• Coordinated scheduling and follow-ups between medical teams and patients, reducing appointment gaps and improving patient satisfaction scores.
• Managed patient records, billing documentation, and coordination with insurance and administrative teams.
• Built long-term trust relationships with patients, resulting in repeat consultations and referrals.

Process Associate - Backend Operations (Legalzoom Account) - Sequential Technology International - Gurugram, Haryana India

(2020-02 - 2024-06)

• Managed backend processing for Legalzoom, a US-based legal services company, handling document verification, data entry, and case management.
• Met daily productivity targets and maintained accuracy benchmarks in a BPO environment with stringent quality standards.
• Coordinated with onshore teams across time zones, ensuring seamless process continuity.

Store Manager - Khetan Computers - Dell Exclusive Store - Gwalior, India

(2015-06 - 2018-11)

• Managed full store operations including inventory, sales targets, staff scheduling, and vendor coordination for a Dell-branded exclusive outlet.
• Exceeded monthly sales targets through professional consultative selling and after-sales service management.
• Handled customer complaints, warranty claims, and escalations independently.
• Trained and supervised junior sales staff on product knowledge and customer handling procedures.

Backend Process Executive - Globiva Services Pvt. Ltd - Gurugram, Haryana India

(2018-12 - 2020-01)

• Executed backend operations processes including data entry, document sorting, and quality verification.
• Maintained accurate records and met daily processing quotas in a structured corporate BPO environment.

Workshop Supervisor - Prem Motors Suzuki Phoolbag - Gwalior, India

(2012-11 - 2015-05)

• Supervised workshop floor operations, coordinating job cards, technician scheduling, and spare parts requisition.
• Acted as primary customer contact for service bookings, delivery timelines, and complaint resolution.
• Ensured workshop compliance with Suzuki brand service standards and customer satisfaction KPIs.

Pharmacy Billing Incharge / Cashier / Back Office - Sahara Hospital - Gwalior, India

(2010-10 - 2012-10)

• Handled billing, cash collection, insurance documentation, and back-office coordination for a multi-department hospital.
• Managed daily cash reconciliation and financial reporting to administration.
• Coordinated with clinical and administrative teams to resolve billing discrepancies and patient queries.

Bachelor of Arts - Jiwaji University Gwalior

Higher Secondary Certificate - MP Board, Bhopal, India

Secondary School Certificate - MP Board, Bhopal, India