Nimish Itty Varghese
Mississauga,Canada
Summary
In 7 years of experience in Information Technology with Expertise in Remote technical assistance for client infrastructure, Service Delivery, Operations, Team management, People Management, Reporting, Quality, Process management, Delivery operations and Open Hack Project
Lead. Anxious to take up new challenges and responsibilities to learn and contribute new technologies in this ever-changing Industry.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Routes Car Rental
02.2024 - 10.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Attend customers calls and arrange for a pick up and drop off
- Verify and gather information from customers
- Upgrade based on customers choice
- Brief company polices to customers
- Take preauthorization from customers
- Provide customers with alternative options for insurance policy
- Make them understand for what they are signing for
- Make sure customer gets signed contract
- Inspection of vehicles before and after providing customers
- Attention to details
- Damage reports
- Daily reports
- Fleet management
Project Lead
Tech Mahindra Allyis
12.2022 - 10.2023
- Handling Daily Team Operations
- Managing deliveries for Microsoft learning Program
- Conducting internal Activities (Fun Friday and Learning Program)
- Creating platforms for the customers for their Microsoft Learning Program
- Managing 3 days end to end learning program
- Managing Backend activities regarding technical issues
- Preparing PPT presentation for 3 days learning program
- Send Calendar invites and provide resource files
- Scheduling, team allocation and assigning coaches to the respective teams
- Conduct Know before you go call
- Give guidance to the coaches
- Mark attendance
- Provide certification to coaches and learners
- Collecting feedback and giving feedback
- Streamlined project management processes by implementing Agile methodologies and improving team communication.
- Optimized resource utilization by accurately forecasting project needs and allocating resources accordingly throughout the project lifecycle.
- Collaborated with cross-functional teams to ensure seamless integration of various project components.
- Ensured timely delivery of critical deliverables by closely monitoring progress against milestones and adjusting plans as necessary.
- Balanced multiple projects simultaneously, maintaining focus on priorities and deadlines.
Sr. Remote Technical Support
IBM & Kyndryl
06.2019 - 10.2022
- Handling Daily Team Operation's - Schedule Adherence, Process management, monitoring and correcting process gap's, capture and reporting the performance of the team to management
- Managing Daily ticket inflow and Backlog for the team
- Perform RCA on tickets which breached SLA's and client escalated tickets, Understand the causes and propose solutions and implement changes for process enhancement
- Hosting Client reporting calls on daily bases and advising the team on changes/new procedures discussed with Client's and implementing the same
- Training and supporting new hires
- Responsible for driving team to meet the SLA's
- Troubleshooting hardware, software, and network related issues, VDI issue and Citrix hosted applications and two factor authentications
- Hands on experience with Service-now tool, exposure to AD, Exchange, Skype for business, Lotus notes
- Troubleshooting client related issues, access and modify user details through SR or incident tickets, either single or multiple user's related issues
- I have been managing 3 teams internal and external reports
- Handling Daily Team Operation's
- Dispatching of tickets
- Creating SOD and EOD reports
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Achieved higher customer retention rates through excellent communication skills when explaining complex technical concepts in simple terms.
- Established a strong rapport with clients, leading to increased referrals and repeat business due to exceptional technical support services.
- Utilized diagnostic tools effectively to identify root causes of technical problems accurately and consistently.
- Managed high-pressure situations with professionalism and empathy, leading to increased client trust and loyalty.
- Maintained up-to-date knowledge of industry trends, allowing for informed recommendations on technology solutions that met client needs best.
Customer Care Representative
Concentrix Daksh Service India Private Limited
09.2017 - 05.2019
- Customers facing issues with Mobile services (SIM)
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Customer facing issues with home services (Broadband)
- Troubleshooting hardware and software issues
- Handling irate customers
- Handling Escalation calls and tickets
- Training and managing new hires
Education
Bachelor of commerce - Banking and Insurance Group
EAST POINT COLLEGE OF HIGHER EDUCATION
05.2017
Skills
- Enthusiasm towards work
- Time management
- Observing and Decision Making
- Managing Catering business
- Organized and self-motivated
- Rudimentary Understanding of Networking
- Service Management and Delivery
- Knowledge Management
- Reporting
- Skype for business
- Exchange 2013
- Lotus Notes
- Advanced Microsoft Excel
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Complaint handling
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Documentation
- Microsoft PowerPoint
- Customer relationship management (CRM)
- Technical support
- Quality control
- Coordination
Certification
- OpenHack: Secure Networking Project Lead
- OpenHack: Security, Compliance, and Identity Project Lead
Languages
English
Full Professional
Malayalam
Native or Bilingual
Hindi
Full Professional
Kannada
Native or Bilingual
Tamil
Full Professional
Volunteer Experience
Volunteer for Cancer Patients, 04/01/16, 06/30/16, Marthoma Guidance and Fellowship Home, Vellore, India, Help Patients to book appointments in CMC Hospital., Serve food door to door for the Patients., Conduct prayers every morning and evening., Pick and drop patients from Guidance center to CMC Hospital., Provide special care to the Patients if needed.
Awardsandhonours
- Business Quiz 2016, Secured Second place in Business Quiz from East Point College of Higher Education
- Casino Biota 2014, Secured First in Casino Biota which was inter-College Fest in Garden City College
- Collage 2015, Secured Runners-up in Collage held on the occasion of Gardenia -Swachh Bharat
- Football 2014, Secured First in inter college Football match
- Group Dance 2015, Secured Runners up in Group Dance.
- Jack of All Trades 2021, In Recognition of Valuable Contribution to Industrial Market from IBM & Kyndryl
- Kabbadi 2013, Secured Second place in Kabbadi sports.
- Super Talented Achiever 2018, Secured for Top Performer from Concentrix
- Valued Employee 2018, Secured best performance award from Concentrix
Timeline
Customer Service Representative
Routes Car Rental
02.2024 - 10.2024
Project Lead
Tech Mahindra Allyis
12.2022 - 10.2023
Sr. Remote Technical Support
IBM & Kyndryl
06.2019 - 10.2022
Customer Care Representative
Concentrix Daksh Service India Private Limited
09.2017 - 05.2019
- OpenHack: Secure Networking Project Lead
- OpenHack: Security, Compliance, and Identity Project Lead
Bachelor of commerce - Banking and Insurance Group
EAST POINT COLLEGE OF HIGHER EDUCATION
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