Niharika Leonie Joy

I am a results-driven professional with a diverse background spanning customer service management, business consulting, and academic growth. My career journey has taken me from India to the United Kingdom, equipping me with a global perspective and a well-rounded skill set.

Entain Group (Feb 2023 - Present) - Customer Service Manager (United Kingdom): In this role, I have played a pivotal part in ensuring exceptional customer experiences. My responsibilities include monitoring customer adherence to AML regulations, handling CDD for red-alert customers, and implementing streamlined processes that resulted in a 20% increase in customer satisfaction ratings. I also led problem-solving initiatives, achieving an 18% increase in efficiency, and conducted quality control assessments, reducing defects by 15%. Additionally, I recruited and trained 8 new team members, contributing to enhanced productivity.

Leap Scholar (Dec 2021 - Sept 2022) - Growth Consultant (India): I led a compact team of five, focusing on enhancing the academic examination training experience for our clients. This role allowed me to refine my leadership and team collaboration skills.

Rays Edu Pvt. Ltd (July 2019 - Sept 2021) - Business Consultant (India): During my tenure here, I fostered a positive team culture, provided coaching and development to team members, and acted as a subject matter expert in KYC and KYB. I played a key role in enhancing processes, workflows, and customer service, resulting in the onboarding of new schools and the signing of MOUs for program funding.

Kaveri Pvt. Ltd (Aug 2016 - May 2019) - Operations Analyst (India): Collaborating with the Head Designer, I liaised with various brand sectors and pitched for the brand's participation in prestigious fashion events, such as the Lakme fashion week and a display in Paris.

Cardiff University (Sept 2022 - Sept 2023) - Master's Degree in Business Administration (Public Value): My academic journey includes pursuing a master's degree in Business Administration from Cardiff University in the United Kingdom, where I have further developed my analytical and strategic thinking abilities.

TNTEU, India (Bachelor's Degree in Education): I earned my Bachelor's Degree in Education from TNTEU, India, which has enhanced my ability to understand and adapt to various learning styles.

Madras University (Bachelor's Degree in Literature): My Bachelor's Degree in Literature from Madras University instilled in me strong communication and critical thinking skills.