Customer service and operations specialist with a strong foundation in escalation management, process improvement, and team leadership. With 3+ years in customer-centric roles, I am skilled in resolving complex issues, enhancing service processes, and fostering customer satisfaction. My background includes hands-on experience in CRM systems, vendor management, and data analysis, all aimed at creating efficient, high-quality customer service experiences.Most recently, as an Escalation Desk Officer at Myntra Jabong Pvt Ltd, I handled high-stakes customer cases, developed training materials for handling escalations, and collaborated with cross-functional teams to implement solutions that improved customer trust and minimized process bottlenecks. My commitment to continuous improvement and my analytical problem-solving abilities have consistently led to optimized processes and happier customers.I’m excited to connect with professionals who are passionate about customer experience, operational excellence, and innovative solutions. Let’s connect!
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Escalation ManagerMyntra Dec 2021 - Apr 2024Bengaluru, Karnataka• Acted as an escalation point for complex customer inquiries and complaints• Provided support to inmates in crisis, utilizing de-escalation strategies to reduce potential harm• Successfully diffused potentially violent situations through de-escalation tactics, resulting in zero incidents of inmate violence• Monitored customer service team performance and provided feedback to ensure that established service levels were met.• Developed training materials for customer service team members on proper handling of escalated calls.• Drafted reports on customer escalations and presented findings to management in order to identify trends and recommend process changes.• Provided coaching sessions to customer service representatives on how to handle difficult or challenging customers.• Provided crisis intervention and de-escalation strategies to mentees in need• Analyzed escalated customer complaints, identified root causes of problems, and developed solutions for resolution. -
Customer Service AssociateConneqt Business Solutions Limited May 2020 - Nov 2021Bengaluru, Karnataka• Provided prompt and courteous service to customers via phone, email, and chat.• Resolved customer complaints in a timely manner while maintaining professional attitude.• Maintained accurate records of customer interactions, transactions and comments in the database system.• Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.• Processed orders accurately and efficiently in accordance with company policies.• Identified opportunities for process improvement within the customer service department.• Collaborated with other departments to ensure customer satisfaction.• Performed follow-up calls to customers regarding their inquiries or orders.• Developed strong relationships with customers by providing knowledgeable advice on products and services.• Monitored customer feedback regularly to identify areas for improvement in services offered.• Analyzed data from surveys to determine trends in customer needs and preferences.
Frequently Asked Questions about Nihal Ahmed
What is Nihal Ahmed's role at the current company?
Nihal Ahmed's current role is Customer Service Leader with Proven Expertise in Escalation Management, Process Optimization, and Enhancing Customer Satisfaction || Served Process-Myntra/Titan/IMFL/PrimeCare.
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Nihal Ahmed
Coupa Mvp | Ibm Mvp | Ensuring Customer Success By Providing Value As A Service With Professional SupportIndia3gmail.com, ibm.com, coupa.com -
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