Nishant Kapoor

Loaded balancing and controlling shrinkage in addition to core customer service management. Used coordination and planning skills to achieve results according to schedule. Worked within applicable standards, policies and regulatory guidelines to promote safe working environment. Resolved problems, improved operations and provided exceptional service. Delivered services to customer locations within specific timeframes. Developed and maintained courteous and effective working relationships. Onboarded new temps by entering employee information into systems. Exceeded goals through effective task prioritization and great work ethic. Implemented employee incentive programs to promote positive work culture and increase retention. Utilized knowledge of customer experience to create specialized plans for customer retention. Adhered to appropriate legal scripting when required. Developed new strategies for customer retention activities. Made 20 to 25 sales calls weekly to existing and new customers for business growth. Maintained and improved the quality and efficiency of operating systems. Identified opportunities and implemented process improvements. Ensured performance evaluations were accurately prepared and delivered. Helped resolve issues with refunds or issues in general to minimize future collections or retention spikes.

Assisted in organizing and overseeing assignments to drive operational excellence. Implemented Multiple process improvement initiatives within department. Evaluated employee performance and conveyed constructive feedback to improve skills. Supervised staff of 20 personnel by implementing company policies, protocols, work rules and disciplinary action. Maintained professional demeanor by staying calm when addressing unhappy or angry customers. Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success. Recruited and developed employees for CSD AND COLLECTIONS department. Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions and maintaining over 100 to 150 emails or escalations per day. Coordination with the stakeholders for the process improvements. Proved successful working within tight deadlines and fast-paced atmosphere. Managed team of employees, overseeing hiring, training and professional growth of employees.

Mentored and guided employees to foster proper completion of assigned duties. Built strong relationships with customers through positive attitude and attentive response. Assisted with new hire processing and existing training programs. Implemented new working processes to deliver multiple improvements. Confirmed confidential budget reports remained up-to-date for manager. Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork. Demonstrated respect, friendliness and willingness to help wherever needed. Handled Team of 15 Associated to address customer inquiries and concerns. Completed paperwork, recognizing discrepancies and promptly addressing for resolution.

Enhanced productivity levels by anticipating needs and delivering outstanding support. Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions. Managed timely and effective replacement of damaged or missing products. Maintained up-to-date knowledge of product and service changes. Offered advice and assistance to customers, paying attention to special needs or wants. Answered customer telephone calls promptly to avoid on-hold wait times.

Demonstrated products to help customers try out offerings before making purchases. Assisted customers with product needs and introduced new store offerings. Compiled and analyzed customer data and reports to prepare for on-site engagements. Worked directly with stakeholders and customers to understand competitive landscape. Developed and updated databases to handle customer data. Responded proactively and positively to rapid change. Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Liaised between buyers and sellers to provide positive experiences for both parties. Generated leads for sales and rental properties through cold calls and referrals. Compared recently sold area properties to determine competitive market prices. Handled day-to-day happenings of real estate office to consistently grow client base and increase revenue. Verified payment and loan paperwork for property sales by working closely with banks, buyers and sellers.