Nithin Pillai

About Nithin Pillai

Experienced Senior Process Specialist with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Microsoft Word, Public Speaking, Management, Leadership, and Project Management. Strong operations professional with a Bachelor’s Degree focused in Electronics and Communications Engineering from Vadodara Institute Of Engineering.

Experience

1. Sr Escalation Specialist

   Moneyview

   Jan 2026 — Present · Bengaluru, IN

   Own and manage Level 2/3 customer escalations received through email, social media.Analyze root causes of escalations and collaborate with cross-functional teams (Tech, Operations, Product, Finance) to drive timely resolutions.Maintain Turnaround Time (TAT) and quality SLAs for all escalated cases.Deliver clear, empathetic, and professional communication to customers throughout the escalation lifecycle.Identify recurring issues and partner with internal teams to recommend process or product improvements.Log, track, and report escalation trends, performance metrics, and key insights to stakeholders.Handle VIP, regulatory, and legal escalations with confidentiality, tact, and maturity.Mentor and support junior support agents in handling sensitive and complex cases.Collaborate with QA and Training teams to align on customer experience standards and best practices.Develop a thorough understanding of company policies, systems, and workflows to deliver effective solutions.Continuously identify and drive process improvement initiatives to enhance customer experience.

Education

• Vadodara Institute Of Engineering

  Bachelor’s Degree, Electronics and Communications Engineering

  2012 — 2015

• Sigma Institute of Technology & Engg.( Polytechnic)

  Diploma, Electronics and Communications Engineering

  2009 — 2012

Skills

• Training
• Leadership
• Project Management
• Customer Service
• Public Speaking
• Microsoft Excel
• Powerpoint
• Microsoft Office
• Microsoft Word
• Research
• Management