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nawazish nehal

@nawazishnehal

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Customer Support Lead at Arise, training healthcare support teams on HIPAA-compliant processes for Humana.

India

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At Arise, I train and onboard batches of support executives for Humana healthcare processes. I deliver training on HIPAA, data privacy, and call-handling standards, then support agents through nesting and performance monitoring.

At Career.io, I built and led a 50-agent support team handling more than 300 tickets a day while maintaining 95% SLA adherence. I also managed resolution across five company domains, raising Trustpilot ratings from 3.7 to 4.0 in eight weeks.

Earlier, I led customer support operations at Railyatri and Railrestro, and at ISBM I was promoted from Executive to Lead after exceeding admission targets. My work has spanned team coaching, escalations, vendor onboarding, and operational process improvement.

Experience

Work history, roles, and key accomplishments

Current

Process Trainer

Current

Arise

Jan 2025 - Present (1 year 9 months)

Trained and onboarded batches of 20 support executives on healthcare processes, member and benefits queries, systems, and call-handling standards. Delivered classroom and floor training on HIPAA, data privacy, and compliance requirements.

Training Onboarding HIPAA Compliance Healthcare Processes Call Handling Quality monitoring KPI Tracking AHT CSAT FCR

Team Lead Fulfillment and Customer Care

Career.io

Jan 2023 - Jan 2025 (2 years)

Built and led a 50-agent support team handling inbound and outbound queries via chat, email, phone, and ticketing platforms. Directed daily operations for a high-performing support team handling 300+ tickets a day, maintaining 95% SLA adherence.

Team Leadership Customer Support SLA Management Escalation Management Quality Audits Coaching KPI Dashboards TrustPilot Management

Business Operation Analyst

Career.io

Jan 2022 - Jan 2023 (1 year)

Oversaw critical financial processes including chargebacks, refunds, failed and duplicate transactions, and fraud mitigation. Leveraged Excel Macro and Google Sheets AppScript to extract, analyze, and automate complex datasets.

Chargebacks Refunds Fraud Mitigation Excel Macros Google Apps Script Data Analysis GDPR CCPA Process Improvement

Team Leader - Operations

Railyatri

Jan 2018 - Jan 2022 (4 years)

Led and supervised a team of 50 customer support associates through 2 teams (Vendor and resolution), setting daily priorities and ensuring service levels were met. Managed end-to-end customer escalations using root cause analysis.

Team Leadership Operations Management Escalation Management KPI Tracking CSAT AHT FCR Root Cause Analysis Rostering

Vendor Onboarding Specialist

Railrestro

Jan 2016 - Jan 2018 (2 years)

Owned end-to-end onboarding for new vendors, covering orientation, documentation, system setup, and go-live. Trained vendors on company policies, processes, and platform use, improving adoption and early retention.

Vendor Onboarding Training Documentation System Setup Cross functional Coordination Feedback Analysis

Lead Student Counsellor

ISBM

Jan 2014 - Jan 2016 (2 years)

Promoted from Executive to Lead within 7 months for consistently exceeding admission targets, achieving 130% of target. Coached and managed a team of 20 executive counsellors, resolving complex concerns and maintaining accurate CRM records.

Team Leadership Sales Admissions CRM Lead Management Coaching Target achievement