Nithin Anil Kumar Email & Phone Number

Hyderabad, Telangana, India

> Collaborated with teams to analyze business processes and gather requirements for systems and process improvement. > Conducted data and gap analysis, and prepared reports for decision-making and improved systems and processes in a fast paces SaaS business. > Built relationships with stakeholders and ensured effective communication throughout projects. > Facilitated workshops to define scope and address concerns. > Translated business requirements for IT, to ensure successful solution delivery. > Implemented new systems to streamline operations and monitored progress to mitigate risks. > Assisted in user testing and provided training for new systems. > Proposed process enhancements for operational excellence.

> Mentored and coached new & tenured customer service reps, conducting weekly 1x1 sessions, providing ongoing training and feedback for improved performance and satisfaction. > Created training programs to enhance representatives' skills and knowledge. > Conducted regular performance evaluations, resulting in increased productivity. > Collaborated consistently with other departments to resolve customer issues. > Monitored agent availability, shift time adherence and adherence to the process and systems usage.> Monitored customer interactions and escalations, providing real-time coaching.> Managed the volume and delegated calls/chat/RMA across agents, considering tenure and workload balance.> Conducted regular refinement and brainstorming sessions to improve operations.> Created and maintained an SOP for Customer Support and Customer Success teams.> Received multiple recognitions, advancing to the role of Business Analyst for Support.

Thiruvananthapuram, Kerala, India

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India