Nithya Kalyani

A. Nithya Kalyani 18/30, First Floor, Vedha Radha Illam 35th Street, Thiru Nagar, Villivakkam, Chennai - 600 049 Email :-Phone: - Summary Postgraduate in Communications with over 15 years of diverse professional experience in Content management, Website content writing & editing, Customer Support, Marketing & Business Operations, Team Management, and Remote Working. Proven ability to excel in challenging environments, ensuring efficient project management, team coordination, and super communication. Core Competencies:  Customer Support  Team Leadership and Management  Remote Team management  Intercom, Salesforce, JIRA, Zendesk, Zuora, HubSpot, Stripe  Online communication (Slack, Google meet)  Proficiency in Google suite  Team coordination and documentation  Research and Analysis Relevant Employment Details Company : Micro1 Designation : AI Training Expert – Customer Service Experience : July 2025 till now Work Place : Work From Home- Chennai - India  Use domain expertise to simulate high-quality customer interactions (written and/or verbal) across a variety of routine scenarios to help improve AI language understanding.  Analyze and annotate customer service dialogues to identify intent, sentiment, and resolution effectiveness.  Provide insight into industry-standard practices for handling inquiries, complaints, order processing, and billing, and thereby, help AI systems learn ideal responses.  Review, evaluate, and suggest improvements to model-generated customer service responses to enhance clarity, empathy, and accuracy.  Collaborate with AI trainers and engineers by giving detailed feedback on how responses could better reflect real-world CSR behavior.  Document workflow and ensure consistency and quality in all AI training contributions. Company : Seeking Alpha Nature of Work : Customer Support Specialist Experience : June 2020 till May 2024 Work Place : Work From Home- Chennai - India  Act as a customer advocate, responding to their queries through the ticketing platform, collecting feedback, and collaborating closely with the product team.  Assigning tickets to the CS team members on a daily basis.  Be the point of contact for the Customer Support team internally and handle their queries on handling different tickets /situations, on slack.  Review and conduct QA on support tickets against the set scorecard, providing feedback and improvement guidelines to agents  Review CSAT of tickets and provide an overview of issues and improvement opportunities to team leads  Work on root cause analysis  Identify trends, patterns and gaps in agent, pod and overall Support performance and proactively communicate them to relevant teams  Support Team Leads in executing the Performance Improvement Plans  Helping the team in achieving their KPIs, maintaining high CSAT ratio and also do QA of their work daily.  Work to upsell, and cross-sell, across our different business channels, including marketplace and programs.  Organize and execute training and onboarding programs to help our new Reps who join in the Customer Support team.  Get involved with team processes to help build out a new proactive support channel. Company : Swiftic Nature of Work : Support Specialist Experience : Mar 2015 till March 2018 Work Place : Work From Home- Chennai - India  Respond to customer service tickets in a timely manner, communicating with them via email, and phone  Identify, flag and escalate any urgent issues to the appropriate departments  Identify and escalate strategic problems with the functioning of the product through the pattern of customer complaints. Company : Seeking Alpha Nature of Work : Consultant - Customer Service Experience : Sep 2013 till Jan 2015 Work Place : Work From Home- Chennai - India  Manage the India-based customer service team  Actively partake in the CS effort  Conduct regular training sessions  Analyze ticket patterns and ensure adequate provision of HR and tech resources Other Experience Details: Company : Benzinga Nature of Work : Editor Experience : May 2024 till date Work Place : Work From Home- Chennai – India  Manage the operations of Lead Generation and news generation teams and act as a lead editor for any story that goes under these verticles.  Edit SEO content and editorial content to enhance clarity, coherence, and readability.  Ensure compliance with editorial guidelines and company standards. • Conduct thorough fact-checking to verify the accuracy and credibility of information.  Collaborate closely with writers and content creators to uphold content quality and consistency. •  Meet deadlines consistently while managing multiple projects simultaneously. Company : Ask Wonder Nature of Work : Team Manager Experience : Mar 2018 till May 2020 Work Place : Work From Home- Chennai - India  Managing 4-5 Team Leads  Overseeing performance management of Full time sourcing teams  Team Communication and Development  Recruitment and training  Bridge between HQ and Full time teams  Assist the TLs / team members with research input, as and when required. Company Nature of Work Experience Work Place : Namastetimes.com : Consultant - Writer and Editor : Dec 2012 till Sep 2013 : Work From Home-Chennai-India      Responsible for the entire portal content – Selection Content, Review and Editing, English Correction, Posting and Publishing. Responsible for the portal’s complete Social Media Marketing – Facebook, Google +, Pinterest, Youtube etc. Providing strong creative and effective revenue generating features through Content platform. Responsible for business plan & to support marketing strategy development. Team Management Company : Vodafone Essar South Limited Nature of Work : Asst Manager – Content Management and Marketing of Value added Services Experience : 19th September’2007 to Dec 2012. Work Place : Chennai-India  Responsible for the Circle Business Development  Organizing and Managing multiple VAS aggregators / Companys for different platforms and coordinating with corporate and Intelligent Network team.  Providing strong creative and effective revenue generating features through Content platform.  Responsible for business plan & to support marketing strategy development.  Team Management & Effectiveness along with Comprehensive database management and analysis. Company : India Syndicate Nature of Work : Content Specialist Experience : July’2005 to Aug’ 2007 Work Place : Chennai-India  In-charge of all types of content needs of the company  Preparing detailed report on various industries after doing an intense market research  Client co-ordination and work according to their expectations.  Responsible for packaging and marketing the content that is available with the company.  Preparing detailed report on various industries after doing an intense market research  Coordination with service providers to identify the right type of content for our customers, package the content, launch the same and generate revenue. Professional Achievements      Namaste Times - Got promoted as Editor of the portal within 2 months of joining the organization, based on the best performance. Got the “King of Caller Tune” award for attaining No.1 status in CRBT penetration (Chennai circle) Got “Mega Star Award” in Vodafone, for the best performance across all VAS verticals Received Best employee award continuously for 2 years. Got shifted to the main projects of the concern – MSN and Hutch, within the first 6 months of joining the organization, based on the best performance. Academic Background Course M.A Communication B.Com (Advertising & Marketing) Diploma in IT Year University % of Marks 2003-05 MOP Vaishnav College for Women, Chennai 68 - Seethalakshmi Ramasamy College, Trichy 86 - Kaashyap Radiant Info School A Grade Areas of Interest  Customer Support  Team Management  New concepts and experimentation  Strategy formulation  Digital Communication Special Academic and Non Academic Achievements  District level second rank in higher secondary examination in terms of total marks.  College 1st rank in B.Com and University 4th rank in MA.  Various awards in school level and district level oratorical and singing competitions. Personal Details  Hobbies: Reading books, listening to music and singing.  Languages Known: Tamil, English and Hindi  Marital Status: Married Declaration I solemnly hereby declare that the information furnished above is true to the best of my knowledge and belief. (A. Nithya Kalyani)