Nisha M.

Worked on a dynamic event management software platform, requiring continuous learning and vigilance to adapt to frequent updates and feature upgrades. Initially provided front-end customer support, handling inbound and outbound calls, resolving issues end-to-end by identifying bugs and collaborating with internal teams such as Account Managers, Relationship Managers, App Support, and Development Teams. Transitioned to back-end operations to build and implement client contracts and execute large-scale projects. During COVID, responded to leads on behalf of venues, managing goodwill projects, and signing clients up for webinars. In the Senior Adoption role, joined the Adoption Team to ensure clients maximized value from purchased features, conducting Zoom-based training sessions and walkthroughs to educate clients and facilitate product adoption. Engaged clients to assess their needs and provide tailored solutions with strategic upselling features. Supported the launch and adoption of newly acquired products, developed new venue profiles, implemented client-specific configurations, and managed feature activation and deactivation. Created RFPs for new planners and ensured accounts were set up effectively.

Delivered comprehensive customer service support for Citibank credit card clients. Managed high-volume inbound calls concerning billing inquiries and account servicing while driving the up-selling of credit cards and loan offers in compliance with business guidelines. Addressed customer retention and relationship management through effective resolution of issues, maintaining high levels of customer satisfaction, call quality, and adherence to policies.

Provided inbound support for American Express credit card services, focusing on customer care, account servicing, and enhancing customer loyalty. Achieved high satisfaction levels through consistent call quality and effective communication while supporting sales efforts involving cross-selling and up-selling credit card products. Adhered strictly to login hours, break schedules, quality, and compliance standards.

Handled inbound customer support for HSBC credit card services, ensuring accurate and timely issue resolution. Engaged in sales and up-selling of credit cards and related value-added packages while delivering high customer satisfaction through consistent call quality. Maintained strict compliance with login hours, break schedules, and attendance policies.

Provided high-quality customer interactions through inbound and outbound processes, achieving consistent quality and performance targets. Contributed to customer satisfaction (CSAT) through effective communication and call quality. Selected for a core team supporting new projects and process transitions while continuously enhancing communication skills to meet business expectations.