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Nikita Shukla
Operations Analyst @MobiKwik
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WORK HISTORY
Operations Analyst @MobiKwik
Gurugram, IN
As the go-to person for high-priority fintech escalations, I’ve been navigating the intersection of technology, data, and customer empathy every single day. Resolved 50+ complex tickets daily with a 90%+ resolution rate under 24 hours—turning chaos into calm for users across loans, EMIs, and investment products. Partnered with engineering, lending, and support teams to not just fix issues, but improve the systems behind them. Leveraged tools like Freshdesk, Jira, Meta Platform, Co-ops Dashboard, and WealthOps to detect transaction anomalies and streamline resolution workflows. Reduced complaint resolution time by 20% through data-led verification of disbursements and repayments. Boosted CSAT scores by 10% by revamping customer communication for loan-related queries. Tracked operational trends and performance metrics using MS Excel reports—turning raw data into real improvements.In short: I solve problems where money, data, and emotions collide—and I do it fast, with accuracy and heart.
EDUCATION
Chatrapati Sahuji Maharaj Kanpur University, Kanpur
Msc, Bsc
Indian Institute of Technology, Kanpur
Foreign Language , Foreign Languages and Literatures, General
ABOUT NIKITA SHUKLA
Operations Analyst | Escalation Management Pro | Fintech Support Specialist | Data-Driven Decision MakerHi, I\'m Nikita Shukla, a problem-solving enthusiast with a sharp eye for detail and a passion for simplifying complexity—whether it\'s a failed fintech transaction or a messy data set. Currently driving resolution and efficiency at MobiKwik, I manage high-priority escalations and streamline cross-functional workflows across teams like engineering, lending, and support. I thrive in fast-paced, high-stakes environments, using tools like Freshdesk, Jira, Meta Platform, WealthOps, and Co-ops Dashboards to troubleshoot issues, analyze trends, and elevate customer experience. My background in Mathematics gives me a unique ability to approach challenges with analytical precision—whether it\'s optimizing loan disbursements, decoding EMI disputes, or making sense of operational data. Known for blending technical know-how with empathetic communication, I act as the bridge between users and tech teams, ensuring every issue not only gets resolved, but leaves customers feeling heard. From teaching senior classes as a Curriculum In-Charge to translating complex tech processes for non-technical users, I bring a rare mix of educator’s clarity and analyst’s curiosity to every role I take on. Core Skills:• Escalation Management & Ticket Resolution• Fintech Product Knowledge (Loans, PayLater, Investments)• Customer Experience Optimization• Operational Analytics & Reporting• CRM Tools & Dashboard Proficiency• Cross-Functional Collaboration• Technical Documentation• Teaching & Mentorship Let’s Connect! Email: n••••••••@gmail.com LinkedIn: linkedin.com/in/nikita-shukla-339um Location: Gurugram, Haryana, India
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