IRFANA Nikhath
@irfananikhath
Customer support specialist with 2+ years in SaaS and healthcare, skilled in Zoho CRM and technical troubleshooting.
IndiaWhat I'm looking for
I am a customer support specialist with over two years' experience in SaaS and healthcare, resolving technical and service issues across calls, email, and live chat while improving first-contact resolution. I trained 12+ new associates, managed tickets with Zoho Desk/CRM, and ran CSAT and NPS surveys to drive customer satisfaction improvements.
With an M.Sc. in biotechnology and hands-on cytogenetics experience, I bring analytical rigor and technical troubleshooting—PCR, FISH, gel electrophoresis, karyotyping, and Cytovision 7.5—to customer-facing problems. I combine empathy and data-driven thinking to support users, streamline onboarding, and help product teams prioritize fixes.
Experience
Work history, roles, and key accomplishments
Customer Support Associate
Nova Benefits
Dec 2021 - Nov 2023 (1 year 11 months)
Delivered multi-channel support (calls, email, live chat) and ran CSAT/NPS surveys to monitor satisfaction; trained and onboarded 12+ associates, reducing ramp-up time by 20%.
Research Assistant
Madras Medical Mission
Mar 2020 - Aug 2020 (5 months)
Performed cytogenetic diagnostics including PCR, FISH, gel electrophoresis, and karyotyping, and used Cytovision 7.5 for prenatal/postnatal molecular analysis to ensure accurate genetic reporting.
Education
Degrees, certifications, and relevant coursework
VTVellore Institute of Technology
Master of Science, Biotechnology
2013 - 2018
Activities and societies: Master's thesis at National University of Singapore (Feb 2018–Aug 2018) on rhizosphere microbiome; internship at Azymes Biosciences (Dec 2017) focused on microbiology lab practices.
Completed an M.Sc. in Biotechnology at Vellore Institute of Technology from July 2013 to August 2018, including a master's thesis at the National University of Singapore on rhizosphere microbiome research.
Shrishti Higher Secondary School
Higher Secondary Education, Higher Secondary Education
2011 - 2013
Completed Higher Secondary education at Shrishti Higher Secondary School, Vellore from June 2011 to March 2013.
BMD Jain School
Secondary School Leaving Certificate (SSLC), Secondary Education
2010 - 2011
Completed the Secondary School Leaving Certificate (SSLC) at BMD Jain School, Vellore from June 2010 to March 2011.
Availability
Location
IndiaAuthorized to work in
Job categories
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