Nikita - Customer Service & Operations Specialist with 8+ years in E-commerce and Tech

Handled complex customer inquiries and escalations across multiple industries, ensuring high satisfaction and loyalty.

Streamlined operational workflows and administrative processes to improve turnaround times and efficiency.

Drove client retention and upselling strategies through personalized engagement and data-driven insights.

Utilized Excel, Power BI, and Tableau to develop dashboards, performance tracking, and report summaries.

Proficient in SAP ERP, SAP Ariba, SharePoint, ServiceNow, CRM tools, and internal Amazon systems for operational execution.

Oversaw administration for 90+ delivery partners, managing background checks, onboarding, offboarding, payments, and exit interviews., Prepared brief performance reports and issue-resolution summaries for management, supporting audits and team progression tracking., Managed HR records, ensuring...

Managed administrative coordination for 500+ delivery partners across EMEA, achieving 100% compliance and reducing 30% onboarding TAT., Resolved 95%+ standings accuracy, payment, block scheduling, app, and region investigations within SLA, reducing repeat escalations., Maintained CRM and internal...

Resolved 200+ global procurement escalations, achieving a 98% resolution rate and consistently high client satisfaction, including Google., Acted as a single point of contact between customers, suppliers, and internal teams, preventing service disruption and deployment delays., Streamlined 1,000+...

Managed 2,000+ B2C and SME client accounts, delivering a 5% quarterly retention uplift through personalised relationship management., Achieved a 30% increase in repeat business by executing high-volume consultative sales (50-60 contacts) and targeted upselling strategies., Effectively led...

Boosted repeat business by 30% within three months through proactive client outreach (40–50 calls/ day) and tailored upselling strategies., Ensured on-time delivery by streamlining order processing, invoicing, and coordinating internal workflows across sales and logistics teams.

Achieved 95% Promoters (NPS) and 98% CSAT by resolving 200+ broadband billing and service issues for UK SMEs, ensuring customer loyalty., Enhanced service continuity and drove revenue growth by educating customers on BTʼs product portfolio and upselling value-added services.