NIDHIN MATHEW
Dublin 4
Summary
Motivated professional with varied experience in training ,team leadership ,call center communication and administration roles. Demonstrates adaptability and a strong commitment to enhancing team capabilities through effective mentoring and training programs. Eager to leverage diverse skills to contribute positively to customer service and operational success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Shift Manager
Domino's Pizza
Dublin 4, Dublin
12.2025 - Current
- Resolved customer complaints with tact and diplomacy, turning dissatisfied guests into repeat customers.
- Supervised team of 15 staff, delegating tasks and managing schedules to optimise shift efficiency.
- Managed cash handling processes, including till reconciliation and deposit preparation, with zero discrepancies.
- Monitored inventory levels closely, placing timely orders to avoid stockouts and excess inventory.
- Resolved conflicts between team members to maintain group harmony and productivity.
- Maintained workplace safety by observing occupational and environmental health requirements.
- Coordinated training and mentoring for team members, maintainin
Senior Trainer
dr-CAFE COFFEE
Riyadh, KSA
01.2022 - 08.2025
- Recruited, hired and provided training for new trainers to complement workforce.
- Maintained up-to-date records of training activities, participant progress, and certifications achieved.
- Calculated costs of training programmes to align with required budget.
- Developed complete training programs and led training using expert learning techniques.
Sr.Training Officer
YR GLOBAL
Riyadh, KSA
01.2018 - 01.2022
- **Identification ofEmployee Learning Needs identification-
- Implemented mentoring programs to supportthe personal and career development of junior officers and enlisted personnel.-
- Developed policies foreducational and training systems.-
- Reviewed and modified course content and delivery based on feedbackreceived.-
- Measured thequality and effectiveness of training programs using established evaluationmethods.-
- Utilized a variety of training methodologies, including e-learning, classroom sessions, and on-the-job coaching.**
Administrative Officer
YR GLOBAL
Riyadh, KSA
01.2016 - 01.2018
- Managed daily office operations, maintaining efficient workflow and meeting administrative deadlines.
- Handled daily office activities, including data entry and database auditing, maintaining smooth operations.
- Answered calls and emails efficiently, recording accurate messages and swiftly following up on enquires.
- Maintained organised and updated file systems for easy staff use.
- Handled customer inquiries and complaints with professionalism, improving customer satisfaction.
- Worked as part of administrative team, identifying and suggesting improvements to internal administration processes and systems.
Call Centre Agent
YR global
Riyadh, KSA
05.2011 - 12.2015
- Increased customer satisfaction by offering friendly, helpful and informative customer service.
- Remained calm under pressure to handle customer complaints and solve problems.
- Responded to customer emails with accurate, professional replies.
- Support with outbound calls to customers about specific sales and marketing promotional campaigns.
- Conducted follow-up calls to assess customer satisfaction and gather feedback for continuous service enhancement.
- Delivered personalised customer service by actively listening to concerns and tailoring solutions to meet individual needs.
Call Centre Agent
Idea communication
Ernakulam, India
06.2009 - 04.2011
- Handled and quickly resolved customer issues regarding product sales and customer service problems.
- Followed up customer calls with further information or instructions when necessary.
- Gave clients information about available products and services to build awareness.
- Attended to incoming enquiries within target timeframes.
Education
Bachelor of Science - BSC Hotel and catering management
Mount Carmel
Punjab01-2009
Skills
- Complaint management
- Customer relationship management
- Team building
- Employee training
- Inventory management
- Customer service excellence
- Operational efficiency
- Data management
Languages
English
Proficient
C2
Certification
- Business Etiquette and Professionalism -
- Eight Easy Ways to Make Your Presentation Stand Out-
- How to Design and Deliver Training Programs -
- Leadership and Team Development Training-
- Office Administration & Management-
- Diploma in Administrative Procedures and Support in the Office-
- Office 365 Administration Basics
Hobbies and interests
- Music
- Traveling
- Photography
Timeline
Shift Manager
Domino's Pizza
12.2025 - Current
Senior Trainer
dr-CAFE COFFEE
01.2022 - 08.2025
Sr.Training Officer
YR GLOBAL
01.2018 - 01.2022
Administrative Officer
YR GLOBAL
01.2016 - 01.2018
Call Centre Agent
YR global
05.2011 - 12.2015
Call Centre Agent
Idea communication
06.2009 - 04.2011
Bachelor of Science - BSC Hotel and catering management
Mount Carmel