Nikhir Raj Jain
@nikhirrajjain1
I resolve high-volume customer requests, coordinate operations, and improve service delivery.
IndiaWhat I'm looking for
I've supported customers and operational workflows at Teamwhale, resolving high-volume requests within defined SLAs while coordinating timelines, service delivery, and internal stakeholders.
I handle complex escalations with accurate documentation, manage multiple cases at once, and analyze recurring issues to help improve processes. My work is grounded in service quality, data integrity, compliance, and strong customer experiences.
Previously at Teleperformance, I provided technical and account support, helped customers troubleshoot systems, and served as a subject matter expert for team members.
I also led daily customer support operations as an Assistant Manager, scheduling shifts, distributing workloads, coaching team members, monitoring performance, and partnering with QA and operations teams to improve workflows.
Experience
Work history, roles, and key accomplishments
Support Specialist
Teamwhale
Jan 2019 - Dec 2024 (5 years 11 months)
Acted as primary point of contact for customer requests, ensuring timely resolution within SLAs. Coordinated with internal teams, managed escalations, and contributed to process improvements.
Technical Support Analyst
Teleperformance
Jan 2017 - Dec 2019 (2 years 11 months)
Provided technical and account support while meeting strict performance and quality KPIs. Assisted customers with troubleshooting and system navigation, and acted as Subject Matter Expert.
Team Leader (Assistant Manager)
Teleperformance
Jan 2016 - Dec 2017 (1 year 11 months)
Managed daily operations of a customer support team, ensuring KPI targets were met. Scheduled shifts, handled escalations, and conducted training and performance monitoring.
Education
Degrees, certifications, and relevant coursework
Bangalore University
Master of Business Administration, Information Technology
Pursued an MBA with a major in Information Technology and a minor in Marketing.
Makhanlal Chaturvedi University
Bachelor of Arts, Mass Communication
Completed a Bachelor of Arts in Mass Communication.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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