Nitin Thakur

• Delivering effective case management and service delivery within an allocated client base of 6000+ customers across the SME, Corporate and Key Account customer segments.

• Driving performance through empowerment, support, and coaching, ensuring a customer-obsession culture throughout the team.

• Responsible for improving and enhancing operational processes by analysing reports and implementing ongoing team feedback sessions to address issues/challenges.

• Managing customer relationships and communications, contributing to positive NPS in line with strategies to deliver exceptional results and improve customer experience.

• Responsible for acquisition and retention opportunities to ensure sale completion and accuracy.

• Providing first call resolution from handling a variety of calls and contacts directly from customers on general account/product information queries.

• Key Achievement: 94% Case Closure Rate within 24 Hours

• Managed a portfolio of 300+ Small and Medium Enterprise customers.

• Responsible for the management and growth of a revenue base in excess of $3 million through service delivery management, consecutive cross-selling, up-selling and ensuring revenue targets are achieved.

• Retained customers within assigned portfolio by building customer relationships, maintain high levels of customer satisfaction by listening and engaging with customers, and taking ownership of all customer requests.

• Liaised with multiple stakeholders in order to resolve customers requests and obtain a desirable outcome.

• Planned and forecasted sales opportunities to ensure customers have migrated to updated products and plans.

• The most important responsibility of this role was to attend to the most dissatisfied customers of Vodafone who needed to escalate the matters to a higher manager, where the frontline could not manage to fix the issue or provide a satisfactory solution.

• Proactively analyzing the trends in lack of service or different parts of the business and taking appropriate actions to mitigate. It may involve training and coaching of staff or liaising with the improvement teams to ensure the shortcomings were attended to at the earliest.

• Getting the constructive feedback from the dissatisfied and unhappy customers and passing it to the related Managers for adding to the coaching plans of staff involved on the issues resolved.

• Making daily contact and creating reports for the negative NPS (Net Promoter Score) received from customers and passing constructive feedback to the related team managers.

• Providing regular coaching and mentoring of the staff on basic contact center skills and clearing any doubts or issues they may be facing to do their job efficiently.

• Analyzing and reporting on any negative trends.

• Reporting and stocking of all the hardware which is used for escalation purposes.

• The most important responsibility of this role was to attend to the most dissatisfied customers of Vodafone who needed to escalate the matters to a higher manager, where the frontline could not manage to fix the issue or provide a satisfactory solution.

• Proactively analyzing the trends in lack of service or different parts of the business and taking appropriate actions to mitigate. It may involve training and coaching of staff or liaising with the improvement teams to ensure the shortcomings were attended to at the earliest.

• Getting the constructive feedback from the dissatisfied and unhappy customers and passing it to the related Managers for adding to the coaching plans of staff involved on the issues resolved.

• Making daily contact and creating reports for the negative NPS (Net Promoter Score) received from customers and passing constructive feedback to the related team managers.

• Providing regular coaching and mentoring of the staff on basic contact center skills and clearing any doubts or issues they may be facing to do their job efficiently.

• Analyzing and reporting on any negative trends.

• Reporting and stocking of all the hardware which is used for escalation purposes.

• The most important responsibility of this role was to attend to the most dissatisfied customers of Vodafone who needed to escalate the matters to a higher manager, where the frontline could not manage to fix the issue or provide a satisfactory solution.

• Proactively analyzing the trends in lack of service or different parts of the business and taking appropriate actions to mitigate. It may involve training and coaching of staff or liaising with the improvement teams to ensure the shortcomings were attended to at the earliest.

• Getting the constructive feedback from the dissatisfied and unhappy customers and passing it to the related Managers for adding to the coaching plans of staff involved on the issues resolved.

• Making daily contact and creating reports for the negative NPS (Net Promoter Score) received from customers and passing constructive feedback to the related team managers.

• Providing regular coaching and mentoring of the staff on basic contact center skills and clearing any doubts or issues they may be facing to do their job efficiently.

• Analyzing and reporting on any negative trends.

• Reporting and stocking of all the hardware which is used for escalation purposes.

• Accurate fault diagnostics of residential customer setup (including billing/account)
• Hands on troubleshooting experience with various router/modems/Gateways.
• Follow agreed troubleshooting processes (make recommendations to change these, if appropriate)
• Working alongside with various departments to own the fault and deliver first call resolution to the customer.
• Identification and prioritization of critical customer impacting faults insuring customers remain advised and informed.
• Giving out one call resolution technical support
• Remote technical support
• Retention - up selling and cross selling products and services to existing customers
• Maintaining KPIs & NPS.
• Assisting Team Leaders with Floor support.

• Making Outbound calls to get market research surveys.
• Taking surveys over the phone about different fields.