Nikhila Agnes Timmy
@nikhilaagnestimmy
I resolve complex customer issues across banking, staffing, and high-volume service operations.
IndiaWhat I'm looking for
I've supported TD Canada Trust customers across inbound calls, outbound follow-ups, live chat, and email, managing 50+ daily interactions involving retail banking, account maintenance, and wire transfers. I use Pega, C3/S3 CRM, and Jira to document cases, process updates, and keep follow-ups on track.
I de-escalate complex concerns with active listening and empathy while protecting customer information through KYC, identity-verification, privacy, and banking compliance procedures. I've also shared recurring issue patterns with leadership to help reduce repeat escalations.
Across Student Times Staffing Solutions, Tim Hortons, Marble Electronics, and Walmart, I've coordinated staffing, onboarding, schedules, order inquiries, customer escalations, and frontline service. I'm equipped for remote work and available for 24/7 rotational shifts across US, UK, and APAC hours.
Experience
Work history, roles, and key accomplishments
Delivered end-to-end customer support across multiple channels, managing 50+ daily interactions and resolving complex account issues while maintaining high FCR and CSAT ratings. Navigated enterprise systems to document interactions and uphold compliance.
Shift Lead / Team Member
Tim Hortons
Sep 2021 - Jul 2023 (1 year 10 months)
Supervised front-line customer service and daily shift operations during peak hours, handling escalations and mentoring new hires on service standards and cash reconciliation.
HR & Operations Coordinator
Student Times Staffing Solutions
Oct 2022 - Jan 2023 (3 months)
Served as the primary operational liaison between client managers and internal teams, coordinating staffing requests and shift schedules. Managed ticket dispatch, candidate screenings, and onboarding documentation.
Office & Customer Service Administrator
Marble Electronics Inc.
May 2021 - Jun 2021 (1 month)
Handled inbound and outbound customer and vendor communications regarding order statuses and delivery schedules. Maintained order tracking spreadsheets and coordinated with logistics partners to resolve discrepancies.
Provided high-volume face-to-face customer support at the service desk, processing returns, exchanges, and complex order inquiries with speed and precision.
Education
Degrees, certifications, and relevant coursework
Conestoga College
Post Graduate Diploma, Human Resources Management
Post Graduate Diploma in Human Resources Management from Conestoga College.
Conestoga College
Post Graduate Diploma, Hospitality Management
Post Graduate Diploma in Global Hospitality Management from Conestoga College.
Fatima Mata National Autonomous College
Bachelor of Arts, English Literature and Communications
Bachelor of Arts in English Literature and Communications from Fatima Mata National Autonomous College.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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