Nikki Kumari

About Nikki Kumari

I am currently employed as a Technical Analyst at a healthcare company, bringing with me a solid track record as a Business Analyst in the fintech industry. My skill set is both diverse and comprehensive-Technical : C++(Programming Language), English, Full-Stack Development, C (Programming Language), Java, SQLNon-technical: People management, negotiation, problem solving

Experience

1. Technical Analyst

   Relatient

   Jun 2023 — Present · Pune, IN

   Managed 5–6 high-value client interactions daily across phone, email, and chat while maintaining high accuracy in a fast-pacedenvironment- Consistently met or exceeded SLA targets, achieving a 98% on-time resolution rate for initial client inquiries- Maintained zero backlog during peak periods by managing 1,200+ Salesforce cases annually, resolving 90% of technical issues on the first interaction to minimize follow-up requirements- Maintained a personal Customer Satisfaction (CSAT) score of 4.5+ in my department- Achieved a 100% QA score on case documentation and resolution accuracy during monthly performance audits- Reduced misrouted cases 98% through diligent research and accurate case categorisation-Successfully resolved 400+ high-priority escalations, retaining key accounts in annual revenue- Contributed 3+ articles to the internal knowledge base, reducing average handle time (AHT) for the team to 2 minutes while decreasing repeat inquiries by ~90% by providing clients with tailored step-by-step guides- Collaborated with team leads to refine the ticket routing workflow, resulting in an average of 17% improvement in overall department resolution speed

Education

• Kalinga Institute of Industrial Technology, Bhubaneswar

  Bachelor of Technology - BTech, CSE