# Nirmal Sati

Nirmal Sati is a remote worker on Himalayas, Customer Service Representative at American Express India Private Limited, based in India.

Source: https://himalayas.app/@nirmalsati

```text
Customer operations professional at American Express who analyzes case patterns and improves service workflows.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 1035k+ INR |
| Job categories | Customer Operations Analyst, Technical Support Analyst, Customer Service Executive, Customer Support Specialist |
| Skills | Customer Feedback Analysis, Case Analysis, Root Cause Analysis, Process Improvement, Workflow Optimization, Risk Assessment, Customer Lifecycle Management, Customer Retention, Escalation Management, Complaint Resolution, CRM, Microsoft Dynamics 365, Excel for Business Analysis, Agile Product Ownership, Microsoft 365 Copilot |

## About

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At American Express India Private Limited, I analyze customer feedback and case patterns to uncover service gaps and operational risks that affect customer experience and retention. I also collaborate with cross-functional teams to optimize service workflows and strengthen process controls.

At TELUS International, I analyzed recurring issues and customer feedback to identify operational risks and recommend improvements. I worked with IT and operations teams on workflow changes and improved ticket documentation to support escalations.

At I Energizer and HGS – Hinduja Global Solutions, I resolved customer complaints and inquiries, maintained CRM records, and supported repeat business and customer satisfaction. I’m building my skills in Excel for business analysis, Microsoft Dynamics 365, Agile product ownership, and Microsoft 365 Copilot.
```

## Experience

### Customer Service Representative (current)

[American Express India Private Limited](https://himalayas.app/companies/american-express-company). Oct 2022 - Present

```text
Analyze customer feedback and case patterns to uncover service gaps and mitigate operational risks. Collaborate with cross-functional teams to optimize service workflows and resolve complex escalations for global clients.
```

Skills: Customer-Feedback-Analysis, Case-Analysis, Risk-Assessment, Process-Improvement, Cross-Functional-Collaboration, Escalation-Management, Quality-Assurance, Microsoft-Dynamics-365, Excel

### Technical Support Analyst

[TELUS International](https://himalayas.app/companies/telus-international-ai-inc). Jun 2019 - Mar 2022

```text
Identified operational risks by analyzing recurring issues and trends, and recommended improvements based on customer feedback. Worked with IT and operations teams to optimize workflows and improve ticket documentation quality.
```

Skills: Trend-Analysis, Risk-Analysis, Process-Optimization, Cross-Functional-Collaboration, Documentation, Escalation-Management, Customer-Support

### Customer Service Executive

I Energizer. Dec 2017 - Apr 2019

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Built customer relationships that drove repeat business and resolved billing disputes and complaints to raise satisfaction. Maintained accurate customer records in CRM software to enable seamless service handoffs.
```

Skills: Customer-Retention, Complaint-Resolution, Billing-Disputes, CRM, Data-Accuracy

### Customer Support Specialist

HGS – Hinduja Global Solutions. May 2016 - Oct 2017

```text
Resolved complex inquiries for key accounts and partnered with cross-functional teams to resolve issues efficiently. Built relationships that improved satisfaction and loyalty.
```

Skills: Customer-Support, Key-Account-Management, Cross-Functional-Collaboration, Relationship-Building, Issue-Resolution

## Education

### Quantum University

Bachelor of Technology, Mechanical Engineering

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Completed a Bachelor of Technology in Mechanical Engineering from Quantum University in 2014.
```

## Tech stack

- Microsoft Dynamics 365

To contact Nirmal, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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