Niharika Dilli
TARNEIT,2
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
3
3
years of professional experience
Work History
Technician
Skyzer Product Lifecycle Solutions
06.2024 - 12.2024
- Worked at Ingenico MOVE 5000 and MOVE5000 Tetra POS (Point of Sale) electronic payment terminal's repairing project.
- Key Responsibilities:
- Diagnose hardware and software issues in POS terminals, printers, scanners, and other related equipment.
- Perform repairs and replacements of faulty components, including circuit boards, power supplies, and peripheral devices.
- Conduct routine maintenance to prevent future malfunctions and ensure optimal performance.
- Collaborate with other technicians and IT professionals to resolve complex issues.
- Test repaired equipment to ensure proper functionality and adherence to quality standards.
- Document repair processes, including parts used and solutions implemented.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Optimized system performance thorough testing and analysis.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
Customer Service Consultant
Skyzer Product Lifecycle Solutions
06.2023 - 06.2024
- Maintaining good relationships with customers/ members and with company.
- Identifying and communicating customer's needs.
- Recording complaints/feedbacks of Protect Enterprise Risk Management.
- Efficient and accurate documentation/ notes of customer requirements and call outcomes.
- Achievement of personal KPIs and contributing to overall team success.
- Identifying fraud/scam calls & alerting financial crime team.
- Reporting risks/incidents to Managers.
- Resolve customer complaints and ensure calls are handled in a professional and polite manner.
- Achieved 100% customer approval rating by solving their queries.
- Responding to customer reviews.
- Established long-term relationships with clients, fostering trust and loyalty through attentive service and follow-up communications.
- Managed high call volumes, maintaining exceptional service standards while efficiently handling customer concerns.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
Customer Service Representative
Tech Mahindra
08.2021 - 03.2023
- Delivered high-quality support to customers via phone, email, and chat, ensuring prompt resolution of inquiries and technical issues.
- Maintained a customer satisfaction score of percentage by providing accurate information and empathetic service.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Handled high-volume call queues efficiently, managing an average of interactions per shift.
- Logged and tracked customer interactions using CRM tools such as Salesforce or proprietary systems.
- Escalated unresolved issues to appropriate internal teams, ensuring timely follow-up and resolution.
- Assisted with onboarding and mentoring new team members to ensure consistent service standards.
- Identified recurring customer pain points and provided feedback to improve processes and reduce call volumes.
- Adhered to company policies and quality standards, achieving or exceeding performance KPIs consistently.
Education
Bachelor of Science - Computer Science
Osmania University
Hyderabad06-2021
Skills
- Time management
- Troubleshooting
- Communication skills
- Software testing
- Manual testing
- Visual inspection
- Problem solving
- Attention to detail
- Customer service
- Team work
- Works Well Under Pressure
- Multitasking and organization
- Team work
- Team management
Timeline
Technician
Skyzer Product Lifecycle Solutions
06.2024 - 12.2024
Customer Service Consultant
Skyzer Product Lifecycle Solutions
06.2023 - 06.2024
Customer Service Representative
Tech Mahindra
08.2021 - 03.2023
Bachelor of Science - Computer Science
Osmania University
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