Open to opportunities

Nithya Kalyani

@nithyakalyani

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Experienced communications professional with a focus on customer support.

India

Message

What I'm looking for

I seek a dynamic role in a collaborative environment that values innovation and growth.

I am a postgraduate in Communications with over 15 years of diverse professional experience in content management, customer support, and team leadership. My career has been marked by a proven ability to excel in challenging environments, ensuring efficient project management and effective communication. I have successfully managed customer support teams, enhancing service quality and achieving high customer satisfaction rates.

Throughout my career, I have held various roles, including Customer Support Specialist at Seeking Alpha and Editor at Benzinga. My achievements include leading teams to improve performance metrics, conducting training programs, and implementing effective support strategies. I am passionate about fostering a collaborative team environment and driving continuous improvement in service delivery.

Experience

Work history, roles, and key accomplishments

Current

Editor

Current

Benzinga

May 2024 - Present (1 year 1 month)

Managed operations of Lead Generation and news generation teams, acting as a lead editor for stories under these verticals. Edited SEO and editorial content to enhance clarity, coherence, and readability, ensuring compliance with editorial guidelines.

Content Editing SEO Editorial Guidelines Fact Checking Project Management

Customer Support Specialist

Seeking Alpha

Jun 2020 - Present (5 years)

Acted as a customer advocate, responding to queries through the ticketing platform, collecting feedback, and collaborating closely with the product team. Reviewed and conducted QA on support tickets against the set scorecard, providing feedback and improvement guidelines to agents.

Intercom Salesforce Zendesk Zuora HubSpot Stripe Customer Support Team Leadership Quality Assurance Root Cause Analysis

Team Manager

Ask Wonder

Mar 2018 - Present (7 years 3 months)

Managed 4-5 Team Leads, overseeing performance management of full-time sourcing teams. Assisted Team Leads and team members with research input and facilitated recruitment and training.

Team Management Performance Management Recruitment Training

Support Specialist

Swiftic

Mar 2015 - Present (10 years 3 months)

Responded to customer service tickets in a timely manner, communicating with them via email and phone. Identified, flagged, and escalated urgent issues and strategic product problems to appropriate departments.

Customer Service Email Communication Phone Support Customer Escalation

Consultant - Customer Service

Seeking Alpha

Sep 2013 - Present (11 years 9 months)

Managed the India-based customer service team and actively participated in customer service efforts. Conducted regular training sessions and analyzed ticket patterns to ensure adequate HR and tech resource provision.

Team Leadership Training Resource Management

Consultant - Writer and Editor

Namastetimes.com

Dec 2012 - Present (12 years 6 months)

Responsible for the entire portal content, including selection, review, editing, English correction, posting, and publishing. Managed the portal's complete Social Media Marketing across various platforms and provided creative, revenue-generating features through the content platform.

Content Management Editing Social Media Marketing Marketing Strategy Team Management

Asst Manager – Content Management and Marketing of Value added Services

Vodafone Essar South Limited

Sep 2007 - Present (17 years 9 months)

Responsible for Circle Business Development, organizing and managing multiple VAS aggregators/clients, and coordinating with corporate and Intelligent Network teams. Provided strong creative and effective revenue-generating features through the Content platform.

Business Development Content Management Marketing Strategy Team Management Database Management

Content Specialist

India Syndicate

Jul 2005 - Present (19 years 11 months)

In-charge of all types of content needs of the company, preparing detailed reports on various industries after intense market research. Coordinated with clients and service providers to identify, package, launch, and generate revenue from content.

Content Management Market Research Content Packaging Revenue

Education

Degrees, certifications, and relevant coursework

MOP Vaishnav College for Women, Chennai

M.A. Communication, Communication

Grade: 68%

Completed a Master of Arts in Communication, focusing on advanced communication theories and practices. Achieved a strong academic performance with 68% marks.

Seethalakshmi Ramasamy College, Trichy

B.Com (Advertising & Marketing), Advertising & Marketing

Grade: 86%

Obtained a Bachelor of Commerce with a specialization in Advertising and Marketing. Demonstrated strong academic aptitude, securing 86% marks and achieving the college's first rank.