NISHA KAUL

[email protected] • +91 9810067496 • Gurgaon, Haryana

PROFESSIONAL SUMMARY

Customer-focused professional with 20+ years of diverse experience in IT support, CRM, client servicing, eLearning, and HR, including over 7 years in leadership roles. Adept at managing customer service operations, leading support teams, and ensuring prompt resolution of customer concerns. Proven expertise in coordinating cross-functional teams, training users, managing communication with stakeholders, and implementing systems that enhance service delivery. Seeking a customer care leadership role where I can deliver high-impact service experiences and contribute to organizational growth.

WORK EXPERIENCE

Deputy Manager – IT Helpdesk / Customer Support
09/2014 - Present
PATHWAYS WORLD SCHOOL, ARAVALI
• Led the IT Helpdesk team to deliver timely support to staff, students, and parents, ensuring high satisfaction levels.
• Acted as the key point of contact for all tech-related customer issues, ensuring prompt escalation and resolution.
• Trained faculty and students on technology use, fostering customer confidence and reducing repeat queries.
• Managed service quality through performance tracking, user feedback, and issue logs.
• Used tools like Jira, Wizemen, and ERP systems to streamline support workflows and monitor ticket closures.
• Maintained service records, warranties, and AMC details for accountability and smooth service coordination.
• Handled vendor interactions and ensured telecom service continuity for internal stakeholders.
IT Coordinator – Customer Service Consultant
10/2013 - 06/2014
GUAVUS NETWORK SYSTEMS PVT. LTD. , Gurgaon
• Managed internal helpdesk operations, resolving user concerns and escalating complex technical issues.
• Interfaced between the IT Manager and internal users across global locations, ensuring customer expectations were met.
• Created knowledge base articles and support documentation for consistent customer experience.
• Tracked customer satisfaction metrics and implemented feedback-driven improvements.
Assistant Manager – eLearning & Client Support
08/2005 - 05/2010
MACMILLAN INDIA LTD. , Delhi
• Supported learners, educators, and partner institutions throughout their eLearning journey.
• Handled customer onboarding, registration, troubleshooting, and course support.
• Managed queries related to certification, payments, and academic content.
• Played a key role in launching new courses and addressing early-stage customer feedback.
• Led quarterly magazine distribution and engagement campaigns for school customers.
Executive- Business Analysis & HR
07/2001 - 02/2003
Aimil Pharmaceutical India Ltd. , Delhi
• Compiled and analyzed data from multiple sources to prepare monthly business performance reports.
• Evaluated field staff performance (sales, collections, expenses, targets) to assess growth and goal achievement.
• Analyzed depot-level operations including sales, purchases, fund utilization, and profitability.
• Tracked and routed depot communications to relevant departments for timely action.
• Maintained field staff performance records for monitoring and comparison.
Project Executive–Education & Community Engagement
02/2000 - 06/2001
GREEN MILLENNIUM CONSULTANT PVT. LTD. , Delhi
• Conceptualized and executed environmental awareness projects – “Plants for Life” and “P.L.A.N.T in Action” – in collaboration with Dabur India Ltd. and the Department of Environment, reaching 50,000 students across 200 schools in Delhi.
• Coordinated with clients on training material design, scheduling, and project planning.
• Managed school registrations, scheduling, and logistics for project implementation.
• Led selection and training of child contact counselors, assigning work areas and monitoring field activities.
• Independently managed project accounts, logistics, and partner reporting.
Apprentice Computer Programmer
03/1999 - 09/1999
Islamia College of Science & Commerce , Srinagar
• Worked on an in-house IT project and conducted training sessions for students on MS Office, Visual Basic, and MS Access.
Trainee Support
05/1998 - 11/1998
CMC LIMITED , Delhi
• Worked on an in-house project and imparting training to the students involving Visual Basic, MS-Access, and FoxPro.

EDUCATION

MICROSOFT COURSE: MASTERING VISUAL BASIC 6.0
12/1999
STG International Ltd. , Delhi
POST GRADUATE DIPLOMA IN COMPUTER APPLICATIONS
05/1998
CMC Limited , Delhi
B.A. (HONS) ECONOMICS
05/1997
Delhi University

SKILLS

Technical Skills: Ticket & Incident Management, MIS Reporting, Helpdesk Operations, End-User Support, Customer Support Workflow Management, CRM
Soft Skills: Communication, Problem Solving, Time Management, Conflict Resolution, Team Supervision
Tools: Jira, Wizemen, PeopleSoft, Microsoft Office
Other: Fluent in English, Hindi, and Kashmiri

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