Simon Nandam
SENIOR CUSTOMER EXPERIENCE SPECIALIST
Phone: 8050668522
Website: linkedin.com/in/simon-nandam-336b62169
Email: vnadam627@gmail.com
I am a dynamic and detail-oriented customer experience specialist passionate about understanding and addressing cust
needs. With a strong foundation in product knowledge and cross-functional collaboration, I focus on ensuring customer
feedback drives innovation and continuous improvement. My effective communication skills across technical teams allow
me to bridge gaps and enhance the overall customer journey.
EXPERIENCE
Sid's Farm pvt Ltd June-24- Present
Senior Customer Experience Specialist
Product Knowledge: Understand product features, benefits, and target audience.
Cross-functional collaboration: Work with the New Product Development team to provide customer feedback for
improvements and innovation.
Customer Support: Act as a contact for customers needing product information or assistance.
NPS & C-Sat Analysis: Analyze customer sentiment and identify areas for improvement to enhance the customer experience.
Key Insights: Teamwork promoter behavior, detractor pain points, and C-SAT trends.
Technical Expertise: Communicate effectively with both technical and non-technical stakeholders.
Communication: Strong verbal and written skills to explain product benefits clearly.
Analytical: Analyze market data and customer feedback for actionable insights.
Problem-Solving: Identify issues and propose solutions for better product performance and satisfaction.
Team Collaboration: Work well with cross-functional teams and document customer interactions in the internal database.
Intellipaat software solutions july-23/may-24
Senior customer support Executive
Customer Query Resolution: Resolve customer inquiries and complaints promptly through email, chat, and phone while
maintaining professionalism and empathy.
Escalation Management: Act as the escalation point for complex issues and coordinate with internal teams for quick
resolutions.
Customer Relationship Management: Build lasting customer relationships to enhance trust and identify upsell or cross-sell
opportunities.
Monitoring and Reporting: Analyze customer interactions and support metrics to pinpoint improvements and prepare
performance reports..
Process Improvement: Recommend improvements to enhance customer experience and stay updated on industry best
practices.
Teleperformance pvt Ltd Feb-21 /May-23
Customer Support Executive
Customer Query Handling: Respond quickly to customer inquiries via phone, email, or chat about orders, products, returns,
and refunds while providing accurate information.
Order Management: Assist customers with order placements, modifications, cancellations, and tracking, including payment
issues.
Complaint Resolution: Address complaints with professionalism and empathy, investigating issues like delays or defective
products for timely resolutions.
Escalation Handling: Escalate complex or unresolved issues to appropriate teams and follow up on their resolutions.
Customer Feedback Management: Collect and document feedback to improve services and communicate insights to enhance
customer satisfaction.
EDUCATION
Karnataka university Dharwad June-2016/Jan-2019
Bachelor of Commerce
GPA: 60% / 100%
SKILLS
Core Skills:
Quality Control: Demonstrate your understanding of quality control processes, including inspections, testing, and
documentation.
Attention to Detail: Quality work requires meticulousness. Emphasize your ability to spot errors and maintain accuracy.
Analytical Skills: Show your ability to analyze data, identify trends, and draw meaningful conclusions for quality
improvement.
Technical Skills:
Software Proficiency: Familiarity with relevant software tools, such as Microsoft Office Suite (especially Excel), quality
management software, or data analysis tools.
Basic Statistical Knowledge: Understanding of basic statistical concepts and their application in quality control.
Soft Skills:
Communication Skills: Effective communication is crucial for collaborating with teams and reporting findings. Highlight
both written and verbal skills.
Problem-Solving: Quality issues often require creative solutions. Showcase your ability to identify problems and implement
effective solutions.
Teamwork: Ability to collaborate effectively with cross-functional teams to achieve quality objectives.
Time Management: Capacity to prioritize tasks, manage time effectively, and meet deadlines related to quality activities.
LANGUAGES
English(Fluent),Hindi (Fluent),Kannada (Fluent), Telugu(Fluent)
