Open to opportunities

Nikitha Nischal

@nikithanischal

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Customer Experience and QA specialist delivering compliant support, quality assurance, and faster resolution.

India

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What I'm looking for

I’m looking for a role where I can deliver compliant, customer-first support while applying QA thinking—monitoring quality, improving resolution speed, and partnering with teams to reduce repeat issues and raise CSAT.

I’m a customer experience and quality professional who thrives in fast-paced environments—combining empathetic support with disciplined risk control. In contact center roles, I managed complex multi-product inquiries and resolved complaints while maintaining strict compliance; I consistently exceeded KPIs tied to First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT).

On the QA side, I’ve overseen chat quality, assessed performance metrics, built improvement action plans, and maintained comprehensive evaluation records. I also bring strong software and validation experience—from designing and executing test plans and automation concepts to handling CI test flows, firmware/BIOS validation work, root cause analysis, and JIRA-driven bug life cycle tracking—plus experience mentoring and onboarding others.

Experience

Work history, roles, and key accomplishments

Contact Center Representative

FirstBank

Jun 2025 - May 2026 (11 months)

Managed multi-product customer inquiries across inbound/outbound calls and chat while assisting with banking transactions, account inquiries, fraud alerts, and loan servicing. Resolved complaints, handled stop payment and disputes, documented interactions in the CRM, investigated suspected fraud per compliance guidelines, and maintained regulatory adherence while meeting KPIs.

Call Handling Chat Support Account Servicing Loan Servicing Fraud Investigation Banking Compliance Stop Payments Dispute Handling (ACH EFT

CCSS Representative

HSBC Electronic Data Processing

Jan 2025 - May 2025 (4 months)

Handled high volumes of inbound and outbound calls, answering questions about accounts, transactions, cards, loans, and online banking. Followed compliance and customer verification protocols (KYC and data protection), escalated high-risk issues, and logged call details and resolutions.

Call Handling Customer Service & Compliance KYC Data Protection Customer Verification Protocols Escalation Management Balance Inquiries Fund Transfers Card Blocking Unblocking Upselling Cross selling Quality Targets (FCR AHT CSAT)

Tele Sales Specialist

Accor Advantage Plus Marketing India

Jan 2024 - Mar 2024 (2 months)

Provided customer service for the Accor Plus premium membership program, including responding to inquiries about benefits, hotel bookings, and promotions. Proactively promoted and upsold memberships, resolved concerns, followed up for feedback, and collaborated with operations to improve the customer journey.

Customer Service Upselling Sales Promotion Customer Retention

Test Engineer - Validation

HCL America / HCL Canada

Jan 2020 - May 2021 (1 year 4 months)

Performed validation work including BIOS/firmware flashing and test execution, while monitoring and recovering remote/CI test jobs. Managed Jira-based bug tracking and dashboards, executed root-cause analysis, and supported knowledge transfer and triage reporting.

Firmware CI Test Flow Monitoring Recovery Poll Health Test Execution Root Cause Analysis Jira Jira Metrics Quality Management

Front Office/Receptionist

Creekside Dentistry

Nov 2019 - Jan 2020 (2 months)

Managed front-desk operations including scheduling appointments, registering new patients, and operating a multi-line phone system. Verified insurance eligibility/claim status, prepared patient charts and consent forms, supported billing/payment issue resolution, and maintained patient confidentiality.

Appointment Scheduling Patient Registration Multi Line Phone Systems Insurance Eligibility Verification Patient Charting Confidentiality

QA Analyst (Chat Service)

TeleTech

Jan 2017 - Dec 2018 (1 year 11 months)

Handled high-volume customer chat inquiries and complaints, including billing/payment questions and sales of wireless plans and accessories. Served as a QA analyst overseeing chat quality, analyzing performance metrics, maintaining quality records, and training customer service representatives.

Billing Upselling Performance Metrics Training

Software Engineer

HAL - Hindustan Aeronautics Limited

Sep 2010 - Mar 2016 (5 years 6 months)

Designed and developed mission software for avionics systems and supported verification activities including unit and system testing. Prepared test plans and traceability, logged and communicated defects, and performed peer/document reviews while mentoring junior team members.