Nikita Mali-+1 -
EDUCATION
EXPERIENCE
MISSOURI UNIVERSITY
JSW | Customer Support Specialist
M.S Industrial Organizational
psychology
Jun 2022 – Now | Seattle, USA
• Identified operational risks and devised actionable plans for mitigation and
elimination.
• Orchestrated seamless logistics for product shipments, ensuring punctual
deliveries.
• Crafted strategies aimed at process enhancement, cost containment, and
heightened customer satisfaction
• Conducted comprehensive training sessions and provided oversight to
customer service personnel, ensuring adherence to policies, procedures, and
optimal practices.
ST. MIRA’S COLLEGE FOR GIRLS
Bachelor of Arts Psychology
Grad. May 2020
LINKS
LinkedIn:// nikitamali
COURSEWORK
TIMESPRO | PROGRAM ADVISOR I
GRADUATE
May 2022 – Jun 2022 | California
Leadership and Management (TA)
Strategy and Business Planning (TA)
Capstone Research Projects
Communication and Interpersonal
Skills
Marketing and Sales
SKILLS
• Encouraged students to explore learning opportunities and persevere with
challenging tasks, preparing them for future educational experiences.
• Provided assistance to students in understanding academic application
processes, admissions requirements, and financial aid options.
• Strengthened relationships with multiple university departments to ensure
student success and improve overall support systems.
UPGRAD EDUCATION | PROGRAM ADVISOR I
May 2021 – May 2022 | California
• Facilitated orientation sessions for new students and provided individual
counseling for current students from February 2020 to June 2022.
Most experienced with:
English • Hindi • Tamil • Marathi
• Prepared periodic reports, financial statements, and records on program
activities, progress, and status for management.
Varying working experience with:
•
Analyzed current program spending and shared cost-saving measures with the
Operational Planning • Customer Support
director to increase savings to the bottom line.
Specialist • Customer Experience
Manager • Help Desk Support Specialist • MUDRA PORTFOLIO | CUSTOMER SERVICE MANAGER I
Inbound and Outbound Calling • Data
May 2020 – May 2021 | California
Collection • Supply Chain Operations •
• Generated comprehensive reports on customer feedback, complaints, and
suggestions for management assessment from September 2018 to February
2020.
•
Delivered exceptional service to both new and loyal customers, attentively
TOOLS
addressing concerns and devising effective solutions.
Operational Planning • LiveChat •
• Ensured timely resolution of customer inquiries across various channels
HubSpot • Excel • Google Forms • Zapier
including phone, email, and chat support.
• PowerPoint • Zoho CRM •
• Maintained meticulous records of customer interactions to inform and enhance
future service delivery.
LANGUAGES
AWARDS
USA Green Card
Hackathon Winner
Mercedes-Benz car hackathon award,5K
Most sale Topper
Customer Service Excellence Award
Safety Excellence Award, 2K
Certified Best Team Pertormer.
1CICIPrudential- 2015
ICICI PRUDENTIAL LIFE INSURANCE | CUSTOMER SERVICE
ASSOCIATE
Apr 2019 – Apr 2020 | California
• Provided clients with advice on how to best manage their life insurance
investments from June 2017 to August 2018.
• Advised customers on tax implications associated with different types of life
insurance investments.
• Upsold products to policyholders and potential new clients.
• Developed customized presentations that demonstrated the benefits of life
insurance policies.
