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nishi_2026

Nishi Tyagi

@nishi_2026

Customer Service Representative

India
English, Hindi
About me
Customer Service Representative & Google Ads SME with 4 years of international contact center experience delivering exceptional customer support across digital-first environments.Skilled in de-escalation, complex troubleshooting, and retention strategies that consistently achieve 95% customer loyalty. Adept at balancing independent problem-solving with collaborative leadership, translating frontline insights into process improvements, and ensuring consistent service quality under pressure... Read more

Skills

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nishi_2026
Nishi Tyagi
Offline • 

See my services

Customer Support
I will provide fast, friendly and reliable customer service support remotely
From$50 / projectMore details

Work experience

Cognizant

Cognizant

Full-time • 4 yrs 3 mos

Subject matter expert

Jun 2025 - Feb 2026 • 8 mos

Managed a team of 1015 associates and increased QA scores by 12% through focused coaching and audits. Reduced average resolution time by 18% by creating internal knowledge base and training materials Maintained customer retention rate of 95% by resolving billing discrepancies and campaign issues with professionalism Partnered with Google's Product & Engineering teams, driving 3 process improvements that streamlined frontline operations

Senior process executive

Dec 2022 - May 2025 • 2 yrs 5 mos

Handled 50 customer interactions daily, consistently achieving CSAT scores above 90% Optimized campaign performance, contributing to 20% increase in client ROI De-escalated high-frustration cases, reducing complaint escalations by 30% Mentored junior associates, lifting team performance scores by 10%

Process Exective

Oct 2021 - Dec 2022 • 1 yr 2 mos

Delivered frontline support in a high-volume international contact center, managing 100 tickets per day Achieved first-contact resolution rate of 85%, minimizing repeat inquiries Built strong customer trust, reflected in consistent QA scores above 92% Developed foundational troubleshooting skills, enabling smooth transition into SME responsibilities