Nishant Soni

Experience

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  HCL BPO

  Feb 2008 - Feb 2011

  Customer Service Representative

  Resolved 95% of customer complaints, improving customer satisfaction ratings by 85% at British Telecommunication Company. Providing first-level technical support, escalating more complex issues to higher-tier teams when necessary. Accurately logging all customer interactions, resolutions, and follow-ups in the CRM system.

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  American Express

  Jul 2011 - Feb 2019

  Operations Manager

  Achieved a 20% increase in team productivity within 6 months and successfully transitioned operations with zero disruption to clients.Improved customer communication clarity, reducing follow-up inquiries by 40% and improving overall customer satisfaction by 18%.Reduced average call handling time by 20% and increased customer loyalty scores by 10%.Cut processing costs by 25%, saving $750,000 annually, while reducing dispute resolution time by 40%.Increased average transaction value by 35% and drove total gift card sales up by 50% during the holiday season. Show less

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  Excitel Broadband

  Jul 2019 - May 2024

  Lead Ops. Risk Manager

  We achieved 100% certification of targeted SMEs to Level 2 within 3 months, boosting team efficiency by 25% and increasing customer satisfaction scores by 15%.Enhanced customer experience, resulting in a 20% improvement in Net Promoter Score (NPS) from app users. Overall resolution time we dropped by 30%, with app-based feedback reflecting increased satisfaction.Increased online payment adoption by 50%, leading to a substantial decrease in cash management costs and an estimated annual savings of Rs 10 Lacs. Show less