Nilay Pal

Support Specialist

Revolut

May 2023 - Dec 2024 (1 year 8 months)

• Providing excellent customer service via in‑app live chat, phone and email. • Collaborating with other teams internationally to tackle any customers' issues. • Proactive communication and shadowing session given to the new joiners. • Maintained exceptional product and market knowledge, providing clients with up‑to‑date information to maximize new business possibilities. • Worked with Chatbots & AI to complete customer's KYC • Escalate complex issues & collaborate with internal teams to resolve them

Virtual Customer Support - Resolution Specialist

Amazon

Aug 2020 - May 2023 (2 years 10 months)

• Supporting customers, drivers, shippers, and Delivery Service Partners to ensure successful deliveries. • Resolving technical tasks relating to Amazon's website, Prime services and/or digital devices (Echo, Kindle etc.) • Gathering intelligence to prevent any potential issues that may impact customer experience and delivery performance. • POC for our customers' queries, which includes everything from order and product questions to payment matters and website guidance • Used a variety of tools to navigate, research, and review solutions, and communicate effectively with customers. • Worked as a Subject Matter expert, provide training to new joiners and helped them while taking calls by suggesting how to resolve them. • Acted as a Te

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Intern

Aakaar Solutions

May 2020 - Aug 2020 (4 months)

• Compile and review necessary documentation for new joiners. • Act as the key point of contact to all team members regarding any new joiners and any joining formalities and questions that arise. • Handled sensitive employee records, ensuring accuracy while adhering to privacy regulations. • Enhanced management's response by identifying attendance trends and delivering critical insights for addressing issues.

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Business Development Executive

HDB Financial Services Pvt Ltd

Jun 2017 - Mar 2020 (2 years 10 months)

• Designed and implemented effective sales strategies to drive business growth • Consistently met and exceeded sales targets within defined timelines • Built and maintained strong client relationships to enhance customer loyalty and retention • Identified and pursued new business opportunities to expand the client base • Provided tailored solutions to meet customer needs, ensuring satisfaction and trust. • Worked in CRM tools like Zoho, Zendesk & Google Suite to maintain records & track leads.

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