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Nithya ann Jacob

@nithyaannjacob

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Dynamic customer experience executive with expertise in service and support.

India

Message

What I'm looking for

I am seeking a role that allows me to leverage my customer service expertise while fostering a collaborative and innovative company culture.

I am a dynamic and results-oriented professional with extensive experience in customer service, technical support, and public relations. My career has been marked by a proven track record of enhancing customer satisfaction and delivering operational excellence. I have advanced proficiency in Microsoft Office, CRM platforms, and data analysis, which I leverage to improve service delivery and client retention.

During my tenure at Infosys, I excelled as a Senior Process Executive in Technical Support, where I achieved a remarkable 95% customer satisfaction rate through effective problem-solving and data analysis. My role involved delivering Level 2 technical support and training new representatives, which significantly enhanced team efficiency. I also coordinated PR campaigns and managed client relationships at PrintCafe Digital Press, further honing my skills in communication and client relationship building.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Executive

Current

IncredibleVisibility

Jul 2015 - Jul 2023 (8 years)

Handled customer inquiries and concerns via email, managed chargebacks, and collaborated with team leaders to resolve complex issues. Tracked customer feedback to identify improvement areas and enhance client retention.

Customer Support Technical Support CRM Platforms Data Analysis Problem Solving Communication Team Collaboration

Senior Process Executive

Infosys

Jun 2022 - Jul 2023 (1 year 1 month)

Delivered Level 2 technical support for network modem issues, utilized Salesforce for customer interactions, and achieved a 95% customer satisfaction rate. Provided training to new representatives and analyzed data for process improvements.

Technical Support CRM Platforms Data Analysis Customer Satisfaction Training Problem Solving Microsoft Office Communication

Public Relations and Office Coordinator

PrintCafeDigitalPress

May 2019 - May 2022 (3 years)

Coordinated PR campaigns and product launches, managed wholesale orders for marketing materials, and built strong client relationships to boost repeat business. Created and distributed press releases to engage customers.