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Niharika Malhotra

Niharika Malhotra

Ccs

Followers of Niharika Malhotra464 followers
location of Niharika MalhotraGurugram, Haryana, India

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  • Timeline

  • Skills

    Bpo
    Call center
    Sla
    Vendor management
    Mis
    Team management
    Workforce management
    Outsourcing
    Process excellence
    Relationship management
    Employee engagement

  • About me

    A talented computer application student from University of Rohtak with understanding of computer applications and n/w framework. Significant exposure in customer services (calling, offline & legal support and MD escalation) and streamed line customer centric approach.

  • Education

    • Lord Jesus Public School - India

      1990 - 2003
      10th

    • Kamrah Institute of Information & Technology(KIIT)

      2006 - 2009
      Bachelor of Computer Application COMPUTER AND INFORMATION SCIENCES AND SUPPORT SERVICES

  • Experience

    • IBM

      Sept 2009 - Feb 2011
      Ccs

      • Provided support to US customers using mobile service (Sprint), facing issues with internet on mobile, email configuration, enhancing their experience to attain better customer satisfaction via chat.• Provided support to the team in the absence of Team leader and SME as per requirement from time to time.• Expertly trained the new recruits on product and the verbiage. • Responsible for performance and improvement of new advisors.• Up skill advisors on new tools and processes Show less

    • GE Capital

      Apr 2011 - Jul 2012
      Customer care executive

      In bound calls, offrole support as mentor and worked in highly escalated profiles• Acknowledging all the priority concerns, and demands regarding the process.• Contacting customers via chat or email or calls. Worked in the highly escalated teams on the MD escalations received.Expertise:• Dealing with most disagreed and dissatisfied and also to corporate card holders of the SBI credit card.• Had been a great cross seller in my team in terms of credit card products.

    • Samsung India

      Jul 2012 - Feb 2013
      Legal analyst

      Managing the legal notices received by company, manage the lawyers of each branch and process closures of those cases(consumer forum) Legal Process• Responsible for giving resolution to customers nationwide while they escalate via a legal notice or get into litigation.• Focus is on out of court settlements by involving the regional teams, which ends up in saving company’s cost and better customer satisfaction levels.• Responsible for approving or rejecting a settlement request and monitoring end to end closure.MIS Show less

    • American Express

      Aug 2013 - now

      • Senior Associate - Digital Product Management

        Mar 2021 - now

      • Analyst - UI/UX Agent Tools

        Jan 2020 - Mar 2021

      • Product Analyst-Automation

        Apr 2018 - Dec 2019

      • SME/DH support/Team Captain/ ITL

        Sept 2014 - Mar 2018

      • Senior Customer Care Professional

        Aug 2013 - Aug 2014

  • Licenses & Certifications

    • American Express & Harvard New People Leader Program

      Harvard Business Publishing Corporate Learning
      Nov 2021

    • Certified SAFe® 5 Product Owner/Product Manager

      Scaled Agile, Inc.
      Jul 2022
      View certificate certificate