Nalini Vittobane
Montreal,Quebec
Summary
Results-driven professional with extensive experience in team leadership, customer support, and sales within dynamic environments. Proven track record of managing teams, enhancing operational efficiency, and achieving high customer satisfaction. Adept at troubleshooting, strategic planning, and fostering team development. Seeking to leverage skills and experience to lead and inspire a team of agents at an e-commerce platform.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Retail Support Advisor
Telus International
Montreal , Quebec
2 2024 - Current
- Provided comprehensive solutions: Delivered expert support to merchants, addressing wide range of issues related to domain, shipping, payment, hardware, application, tax, billing, payouts, analytics, and theme.
- Handled high ticket volume: Efficiently managed high volume of support tickets via calls, chats, and emails, demonstrating strong multitasking and problem-solving skills.
- Maintained team integrity: Fostered collaborative environment and contributed to team development through active participation in enhancement activities.
- Developed resources: Volunteered to create quick templates and cheat sheets to aid fellow team members, enhancing overall team efficiency and resourcefulness.
- Resolved complex issues: Tackled challenging situations and successfully resolved over 1,200 tickets within six months, showcasing resilience and effective problem-solving abilities.
- Supported both platforms: Addressed and resolved queries related to both online and retail platforms, ensuring comprehensive support coverage.
Customer Technical Representative
IO Solutions Inc Canada
Montreal , Quebec
02.2023 - 08.2023
- Troubleshot network stability issues: Provided expert technical support for home internet network instability, utilizing specialized tools to diagnose and resolve issues effectively.
- Guided initial setup: Assisted customers with the setup of home internet connections, ensuring a seamless onboarding process and optimal performance.
- Managed device-related issues: Addressed hardware errors and facilitated device replacements, maintaining high customer satisfaction levels.
- Achieved sales targets: Consistently exceeded monthly sales targets for home internet connections through effective sales techniques and customer engagement.
- Root cause analysis: Analyzed and resolved hardware-related issues, implementing solutions to prevent future occurrences and enhance system reliability.
- Maintained high customer satisfaction: Achieved and sustained a customer satisfaction score above 80%, handling the highest volume of support tickets efficiently.
- Served as a first point of contact: Assisted team members with complex issues, providing guidance to ensure effective problem resolution.
- Backend support role: Contributed to backend support by assisting the frontline team with complex queries, improving overall team efficiency.
Team Lead
Twilight IT Solutions Pvt Ltd
09.2021 - 07.2022
- Provided Tier 1 support: Delivered front-line support to non-technical internal users, addressing a broad range of issues and ensuring prompt resolution.
- Led and managed a team: Supervised a team of 10, coordinating and assigning tickets to streamline client request handling.
- Served as the first point of contact: Acted as the initial contact for web and mobile app development clients, guiding them to appropriate development teams.
- Directed client issues: Addressed client issues in real-time, providing direction to development teams for timely resolution and enhanced customer satisfaction.
- Streamlined ticket management: Optimized ticket assignment processes to enhance team productivity and efficiency.
Team Coordinator
Reliance Group of Companies
06.2018 - 12.2018
- Coordinated team operations: Managed a team of artists and content writers to ensure the seamless production and telecast of radio shows.
- Ensured client satisfaction: Delivered high-quality content and creative solutions in a fast-paced, 24/7 environment, meeting client requirements and expectations.
- Fostered creativity: Contributed innovative ideas and strategies to improve show production and maintain high content standards.
- Supported station profitability: Participated in initiatives that aligned creative efforts with business goals, contributing to overall profitability.
- Optimized team workflow: Streamlined processes and communication to enhance team efficiency and effectiveness in content production.
Sales Team Lead
Waves Electronics Ltd
02.2015 - 03.2016
- Led a sales team: Supervised and mentored a team of sales associates, setting performance goals and ensuring adherence to best sales practices.
- Coordinated sales operations: Oversaw daily sales activities, including scheduling, inventory management, and customer interactions, ensuring smooth operations.
- Implemented sales strategies: Developed and executed strategic sales plans to drive revenue growth and achieve business objectives.
- Monitored team performance: Analyzed performance metrics, conducted reviews, and provided feedback to enhance productivity and achieve sales targets.
Education
Bachelor of Dental Surgery -
Sri Balaji Vidyapeeth University
India 09.2009 - 01.2015
Skills
Leadership and Team Management
Project Coordination
Performance monitoring
Multitasking
Decision-Making
Time management abilities
Adaptability and Flexibility
Client Relationship Management
Computer Proficiency
Team building
Certification
Leadership and Team management - Developing People Skills
Languages
Timeline
Customer Technical Representative
IO Solutions Inc Canada
02.2023 - 08.2023
Team Lead
Twilight IT Solutions Pvt Ltd
09.2021 - 07.2022
Team Coordinator
Reliance Group of Companies
06.2018 - 12.2018
Sales Team Lead
Waves Electronics Ltd
02.2015 - 03.2016
Bachelor of Dental Surgery -
Sri Balaji Vidyapeeth University
09.2009 - 01.2015
Retail Support Advisor
Telus International
2 2024 - Current
Leadership and Team management - Developing People Skills
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