Nikhil Chhabra

Manager- Client Servicing

Customer Service Professional offering 10 years of experience in Complaint/Escalation Management functions, adherence to risk & compliance in customer service operations.
Proficient in customer service operations, Root cause analysis of loopholes / error on escalations, process excellence and process improvement.
Customer experience champion.

 

Work Experience

December 2017 - Present

Manager- Client Servicing  Pratham Education - Head Office

• Handling Post Sales Services of STP Business & Abroad Education.
• Ensure all students are connected on Welcome Calls to cross verify the Information entered in System & to generate References for the Sales Team.
• Grievance/Issues handling sent by students/parents through Online Portal in 48 Hours
• Distribution and Intend of Books at the Center & Regional Level
• Instalment Collections on due dates & meet the monthly target of Fees Collection.
• Ensure the efficient conduct of Mentorships & sharing feedback with Students/Parents
• To initiate formation of New Processes to further smoother functioning.
• Involved in all Tech related Innovations & adhere them in the system
• Creating Form Filling Videos to be uploaded on Students Portal & on Company's Youtube Channel
• Involved in preparing Students for Interviews Rounds in College
• DayBook Handling- Ensure the payment collected needs to be settled with Accounts Team in 48 Hours

MAJOR CONTRIBUTION

* DAYBOOK Option in the ERP to promote accountability of Individual and safe transactions.
* Created a Automated Mechanism to track Inventory stock available at the centre & Head Office.
* Tied up with the HDFC Bank to provide EMI's to our customer to reduce the uncertainty of the referred payments and allow us to promote our company in their Banks

September 2015 - December 2017

Sr. Executive Officer Sales & Operations  Career Launchers


•Generation Walkins for the Centre, counsel & convert them into sales.
•Taking Counselling related to STP- School Test Preparation and CTP- College Test Preparation.
•Preparing the Daily, Weekly, Monthly reports and Analyzing the difference.
•Handling & Resolving Online & Offline Queries.
•Maintaining the Login and Logouts of the agents and other subordinates.
•Directing a marketing team to work on different campaigns in order to generate more revenues for the company.
•Handle the responsibility of Center Operations e.g. Books Allotment, Installment Receipt, Attendance of Students, Faculty Feedbacks, Assisting Students, Interview aligning, Petty Cash.

MAJOR CONTRIBUTION

*Tied up with Paytm to provide free EMI's for the students.
*Introduced Performance Monitory Tab to Students
Information System in order to generate proper
report cards and to ascertain their Parents Teacher *Module Introduced in the system across Delhi Region to provide information about the student's performance.
*Created Separate Student Connect Program by introducing a few agents who keep in touch with the students to get references.

February 2012 - February 2014

Resolution Expert- Tech Support   Dell International Services India Private Limited

• Desktop and laptop support of Dell Inspiron and Studio laptops.
• Generating a margin of $250 a week by selling warranties and other accessories of the system.
• Remote support for software troubleshoots.
• Installing and repairing the Dell related applications in the systems.
• Forwarding the Service request to the respective cities and follow up the cases till the issues get resolved.

MAJOR CONTRIBUTION

*Streamlined the process of taking the feedback from the customers.
*Introduce a Separate Outbound Team to Improve the C-Sat Score and FTR-First time Resolution, which was Blissfully accepted by the system and replicated on the floor by other teams.

December 2010 - February 2012

Senior Customer Support Officer  BAJAJ CAPITAL LTD


• Preparing MIS, Appointment sheet, Inbound Reports & Branch Reports on monthly basis.
• Generating 6 leads every daily from different sources.
• Forwarding leads to other concerned branches in Delhi and north India
• Taking Feedback of the Customers after sales, and if any complaints then forwarding it to the concern dept.
• Handling escalated Customer queries relating to the various Products like Corporate Fixed Deposits, Mutual Funds, Post Office Schemes, Life insurance, Bonds etc.
• Maintaining the login and Logouts and Generating margin of 1 lac in a month.

MAJOR CONTRIBUTION

*Introduced and handled a team of 2 Agents giving Welcome Calls to the Customer Subscribed for investments and generating references.

October 2009 - June 2010

Operation Executive  Policy Bazaar

• Taking inbound and outbound calls for generation of leads for Insurance Companies.
• Transferring and Assigning leads to the agents.
• Arranging Appointments with the Customers and send them to respective City.
• Passing on the Renewal cases of Health Insurance.

October 2008 - July 2009

Customer Service Executive  MAGUS CUSTOMER DIALOG

• Taking inbound calls & Sell Products Online.
• Making outbound calls for cross selling of the products.
• Giving solutions to the customers facing problems in using products.
• Meeting the target of 11 sales per day with 85% quality.
• Maintaining the personal sales target sheet, quality score

Education

2008 - 2010

Dr.B.R. Ambedkar Open University

B.Com

2005 - 2006

The Andhra Education Society

CBSE BOARD DELHI

2003 - 2004

Andhra Education Society

CBSE BOARD DELHI

Skills


  • Mentorship
  • Process Optimization
  • Customer Satisfaction
  • Customer Experience

Languages


  • English — Professional
  • Hindi — Professional
Powered By CakeResume