Nigel Shivshankar
Hunters Hill
Summary
Dedicated and driven professional with a proven track record in customer-centric roles . Adept at meeting customer expectations and delivering exceptional service. Possesses excellent communication skills, enabling quick rapport building and effective resolution of complex service issues. Proficient in utilizing CRM systems to manage customer accounts, report technical issues, and address escalated queries and complaints.
Overview
3
3
years of professional experience
Work History
Complaints & Escalations Agent
FIELD MANAGEMENT IRELAND
11.2021 - Current
- Successfully handled and brought to resolution all customer complaints and escalations in the Electric Ireland Campaign across different departments
- Utilized knowledge of customer interaction history to customize solutions that best met individual needs.
- Managed job-related software in order to modify inaccurate contracts, administer credit memos, process cancellations, and rectify billing errors
- Promoted positive customer interactions through skillful management of complaint calls, actively acknowledging and addressing the unique requirements of each customer.
Sales Agent- New Customer Acqusition EI
FIELD MANAGEMENT IRELAND
- Achieved goals by assisting customers with the sign-up process for Electric Ireland, while meeting strict targets and SLAs.
- Applied effective and convincing communication skills in phone-based sales and customer acquisition
- Identified optimal product selections by analyzing customers' current usage
- Managed and documented contract, account, and interaction records
- Consistently delivered exceptional customer service, fostering lasting relationships with clients.
Recontracting & Retention Agent- EI
FIELD MANAGEMENT IRELAND
- Managed customer lifecycle during the 11-month and 23-month contract periods.
- Consistently achieved recontracting goals by effectively supporting customers, providing tailored solutions to meet their specific needs.
- Utilized competitor analysis to determine the most effective service offerings for our current clientele
Education
Bachelor's degree in business Managment -
Technological University of Dublin
05.2021
Skills
- Excellent interpersonal and communication skills
- Experienced in customer service roles
- Experienced in sales and retention
- Fun and energetic
Personal Information
Nationality: Irish Citizen
Accomplishments
- During my nearly three years with FMI, I have been awarded Employee of the Month twice and consistently ranked in the top 10% of highest sales performers. Additionally, I was a key member of the team that was recognized and won Outsource Partner of the Year.
Timeline
Complaints & Escalations Agent
FIELD MANAGEMENT IRELAND
11.2021 - Current
Sales Agent- New Customer Acqusition EI
FIELD MANAGEMENT IRELAND
Recontracting & Retention Agent- EI
FIELD MANAGEMENT IRELAND
Bachelor's degree in business Managment -
Technological University of Dublin
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