NIKITHA DASAPPAN
Summary
A dynamic business professional with sound experience in Incident Management and Customer Service with great communication and problem-solving skills. Highly cooperative, creative, and innovative skills and ideas to achieve business goals and objectives. Extreme leadership skills and work well in a team and individually. I am a forward-looking person with flexibility and confident in skills that help your company to meet its goals.
Overview
3
3
years of professional experience
Work History
MIM Support Specialist/Major Incident Manger
Innovana Solutions Inc
01.2022 - Current
- Company Overview: Working in support of our client, Loblaws Inc., located at 1 Presidents Choice Circle, Brampton, Ontario
- Analyzing incident requests via ServiceNOW and assisting in formulating an action plan by engaging with the Client and third-party teams as necessary
- Investigate and document the resolution of the incident
- Report (email) all status details to a pre-determined internal team as well as the support teams and initiating client
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Utilized a ticketing system to track customer requests and prioritize urgent needs.
- Reduced downtime by proactively identifying and addressing system vulnerabilities before they impacted users.
Financial Sales Representative
President's Choice Bank
06.2021 - 01.2022
- Promote sales of deposits, investments, and credits
- Assist clients with credit as well as debit card applications
- Consistently exceeded monthly sales quotas while maintaining strong adherence to ethical standards and compliance requirements.
- Monitor and identify clients and improve organizational wealth
- Boost up sales and marketing of the bank
- Attending to customer's questions/needs and providing efficient service
- Maximized revenue potential by identifying cross-selling opportunities for additional products and services.
- Implemented initiatives to improve customer satisfaction and increase repeat business.
Education
Post Graduate Certificate - Global Business Management
Sir Sandford Fleming College
Peterborough, ON06-2021
Bachelor of Arts - Finance and Taxation
Baselius College
Kottayam, Kerala03-2018
Diploma - Sales Tax Practice
Kerala State Rutronix
Kottayam, Kerala03-2017
Skills
- Excellent communication, writing, and interpersonal skills
- Advanced knowledge of MS Excel, Word, and PowerPoint and other Office 365 applications
- Accurate computer skills including data entry and data analysis
- Customer relationship and Employee relationship management
- Incident management and Time management skills
- Ability to work under pressure and multi-tasking
- SLA compliance and Escalation handling
- Punctuality, Patience, and Empathy
Volunteer Experience
- Volunteer of Student Support Team in Fleming College to help new students virtually compatible for college scenario., 2021
- Volunteer of National Service Scheme in India and completed 5 years in social works.
Projects
Fleming RO Communication Plan, The project is to improve automated out bounded communication between college and students., 2021
Highlights
- Certification in ignio Intermediate and Intelligent Command Centre
- Winner of most funded accounts in Peterborough PC Bank Pavilion - 10/01/21
- Winner of Innovation and Technology Showcase conducted by Fleming College - 04/01/21
- Winner of Pitch It Competition held by Innovation Cluster, Peterborough - 2020
Languages
English
Full Professional
Timeline
MIM Support Specialist/Major Incident Manger
Innovana Solutions Inc
01.2022 - Current
Financial Sales Representative
President's Choice Bank
06.2021 - 01.2022
Post Graduate Certificate - Global Business Management
Sir Sandford Fleming College
Bachelor of Arts - Finance and Taxation
Baselius College
Diploma - Sales Tax Practice
Kerala State Rutronix
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