NILIMA WANJARI
Lagrange ,USA
Overview
7
7
years of professional experience
Work History
Customer Service Specialist 2/ Tier 2
Generation Tux
05.2024 - 03.2025
- Respond to escalated support requests from Tier 1 support agents
- Guide customers through problem-solving processes and provide support via various communication channels
- Document all interactions and resolutions in the support ticketing system
- Collaborate with other technical teams to resolve complex issues
- Conduct follow-up with customers to ensure satisfaction and resolution of their issues
- Assist in the development of knowledge base articles and training materials
Customer Service Specialist
Generation Tux
Louisville, KY
10.2023 - 05.2024
- Advise customers on services, and current promotions, by identifying and recommending appropriate products and services based on their needs and preferences
- Created and maintained customer loyalty through excellent customer interactions
- Engaged with customers to provide a positive customer experience, by answering questions and resolving complex customer inquiries
- Welcomed new customers and transferred warm leads to sales department
- Participated in on-going training and development
- Leveraged excellent communication and public speaking skills to deescalate issues and provide high-level customer service experiences
Mpower Plus Group of Companies
Pune, MAHARASHTRA
09.2018 - 01.2019
- Designed and implemented overall recruiting strategy
- Developed and updated job descriptions and job specifications, perform job and task analysis to document job requirements and objectives
- Prepared recruitment materials and posted jobs to appropriate job board
- Sourced and recruited candidates by using databases, social media etc
- Screened candidates resumes and job applications
- Conducted interviews using various reliable recruiting and selection tools/methods to filter candidates within schedule
- On boarded new employees to become fully integrated
- Monitored and applied HR recruiting best practices
- Provided analytical and well-documented recruiting reports to the rest of the team
- Platforms Used: Linkedin, Indeed, MonsterUk
Recruiter UK/EU
Silverlink
Mumbai, MAHARASHTRA
02.2018 - 09.2018
- Proven experience as talent acquisition recruiter and lead
- Experienced in full-cycle recruiting, sourcing, and employer branding
- Coordinated with the recruiters to ensure fitment with the client needs
- Proficient in the use of social media and job boards
- Developed hiring strategies for niche requirements
- Participated in employer branding projects
- Performed sourcing for senior level branding requisitions
- Ensured the positive approach from shortlisted candidates to work with our company
- Developed, maintained, and utilized candidate database of top industry talent to ensure bench strength for key organizational positions
- Partnered with appropriate management to determine position requirements, job specifications, and compensation guidelines
- Worked closely with hiring managers to schedule and follow up on candidate selection to maximize efficiency of recruiting process
- Ensured a diverse candidate pool and make recommendations regarding best practices and methods to increase diversity of candidate pool
- Scheduled resources interview as per client's availability and blocking their calendars using Bull Horn
- Managed internal and external job posting advertisements and communications
- Platforms Used: LinkedIn, Indeed, MonsterUk
Education
PG Diploma - Advanced Computing
Jawahar Education Society's Institute of technology
01.2016
Computer Engineering -
SMES institute of technology, Polytechnic
01.2013
Skills
- Social Media Recruiting Tools
- Job portals
- MS tools
- Outlook365
- Excel
- Customer service
- CX
- Zendesk
Personal Information
Work Permit: H4 EAD
Timeline
Customer Service Specialist 2/ Tier 2
Generation Tux
05.2024 - 03.2025
Customer Service Specialist
Generation Tux
10.2023 - 05.2024
Mpower Plus Group of Companies
09.2018 - 01.2019
Recruiter UK/EU
Silverlink
02.2018 - 09.2018
PG Diploma - Advanced Computing
Jawahar Education Society's Institute of technology
Computer Engineering -
SMES institute of technology, Polytechnic