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Nimisha Kumar

Nimisha Kumar

Training Officer

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location of Nimisha KumarNew Delhi, Delhi, India

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  • Timeline

  • About me

    "Programme Manager | Strategic Partnerships & Project Execution Specialist | Expertise in Government Relations and Donor Management" and a passionate Career Counselor

  • Education

    • Aptech

      -
      Diploma Multimedia

    • Birla balika vidyapeeth

      -

    • Birla balika vidyapeeth

      -

    • Birla balika vidyapeeth

      -

    • NIM

      -
      MBA Customer Relationship Management; HR

    • M.B.A.

      2008 - 2010

    • Delhi University

      -
      B.Sc Chemistry

  • Experience

    • Arena Multimedia (Aptech Ltd

      Apr 1998 - Oct 2000
      Training Officer

      Responsible for training on Multimedia software’sResponsible for making and maintaining complete Training moduleIdentifying areas requiring refresher training and conducting trainingPreparing training scheduleWebsite development

    • Wipro Spectramind

      Jun 2001 - Apr 2002
      Technical Support associate

      Handled hardware technical queries for the Clients inbound voice process.Coordinated with the US Members and resolved their queries

    • Idea Cellular Ltd

      May 2002 - Jul 2012
      Sr. Manager

      Partner Management– Managing outsource call centre vendors and ensuring KPI’s Ramp up/Launch/Transition of various customer service centers.Operation and Quality Management.Voice of Customer- Capture VOC using various modes & ensure correctives implementation.Self service and Automation- Design and promotion of IVR, static IVR, SMS etc. Identifying and implementing changes in the self serve channels to achieve organization objectives.Cost Reduction Projects- Reduction in call and complaint volumes and enhanced up selling revenues.Process Compliance and SOP implantation. Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.Back office - Monitoring the overall functioning of Backend processes ensuring TAT compliance on Complaints, Requests .Key Processes automation to reduce manual intervention and failures. Show less

    • ICCS Ltd.

      Sept 2013 - Mar 2014
      DGM Operations

    • Teach For India

      May 2015 - May 2017
      Fellow

      teaching & leadership development

    • Project based consultant (CSR)

      Dec 2017 - Apr 2020
      Project based consultant (CSR)

    • AIM management college

      Jan 2019 - Jun 2020
      Sr. Counselor

    • The/Nudge Institute

      Dec 2020 - Jun 2024

      • Manager- Indian Administrative Fellowship

        Jan 2024 - Jun 2024

      • Manager- Operations & learning

        Dec 2020 - Jun 2024

    • IDreamCareer.com, Bodhami careers

      Jan 2021 - Mar 2024
      Career Counselor

    • Peepul

      Jun 2024 - now
      Program Manager - PMU

  • Licenses & Certifications

    • Advance Career Counselor

      Bodhami
      Jan 2022

    • 6 sigma- Green Belt

      Wipro