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Nidhila Kalarikkal, CUSTOMER SUCCESS SPECIALIST

Nidhila Kalarikkal

CUSTOMER SUCCESS SPECIALIST·RETAIL INFORMATION SYSTEMS (RIS) DMCC,

United Arab Emirates

Bachelor's degree, Electronics And Communication Engineering

Work experience

Total years of experience: 7 years, 8 months

CUSTOMER SUCCESS SPECIALIST

November 2025 - Present

RETAIL INFORMATION SYSTEMS (RIS) DMCC,

Dubai, United Arab Emirates

November 2025 - Present

• Manage a portfolio of 15+ high-value enterprise B2B retail
customer accounts, driving retention, satisfaction,
adoption, and account growth.
• Lead post-sale onboarding and solution adoption in
coordination with sales and delivery teams across POS, RFID,
CCTV, access control, HR, and analytics systems.
• Upsell, cross-sell, upgrade, and modernization opportunities
based on customer needs and usage requirements.
• Own customer success activities including churn risk
identification, issue resolution, and proactive engagement
for retention.
• Product demos and solution presentations, supporting lead
generation, conversion, and expansion opportunities.
• Collaborate with technical, sales, and operations teams to
ensure smooth deployment, SLA compliance, and issue
resolution.
• Maintain CRM records, track customer health, usage
indicators, and KPIs for performance reporting and lifecycle
management.
Company industry:
IT Services

CUSTOMER SUCCESS EXECUTIVE

September 2024 - September 2025

AVETCO LLC,

Dubai, United Arab Emirates

September 2024 - September 2025

• Managed B2B client accounts and acted as the primary
relationship owner, ensuring satisfaction and retention.
• Recommended solutions across RFID, access control,
S
intercom, and AV systems based on client requirements.
• Conducted meetings, demos, and site visits to strengthen
relationships and improve adoption.
• Guided clients on system usage, best practices, and
optimization to maximize value.
• Handled escalations promptly and ensured high service
quality.
• Identified upsell/cross-sell opportunities to support
business growth.
Company industry:
IT Services

TEAM LEADER - SALES & MARKETING

June 2022 - August 2024

CROMWELL UK INTERNATIONAL EDUCATION,

Dubai, United Arab Emirates

June 2022 - August 2024

• Managed full admissions lifecycle: lead generation,
qualification, counselling, enrolment, and post-admission
support
Company industry:
Higher Education

OPERATIONS COORDINATOR

February 2019 - October 2021

ALPHA ASSOCIATES,

Kerala, India

February 2019 - October 2021

• Coordinated telecom infrastructure projects (RF, EMF,
drive testing) ensuring timely completion and compliance.
• Managed project timelines, resources, and budgets for
successful delivery.
• Collaborated with cross-functional teams to resolve
challenges and ensure smooth execution.
• Conducted status meetings and stakeholder updates.
• Ensured adherence to industry standards and regulatory
requirements.
Company industry:
Telecommunications

SENIOR CUSTOMER SERVICE EXECUTIVE

March 2018 - January 2019

TELEONE CONSUMERS PRODUCT PVT LTD

Kerala, India

March 2018 - January 2019

• Delivered customer support via phone, email, and CRM
platforms.
• Coordinated logistics, ensuring timely dispatch and
delivery.
• Supported sales and operations teams in order
management and billing.
• Monitored KPIs and service quality metrics to improve
customer experience.
• Resolved escalations and trained junior staff.
Company industry:
Marketing

Education

JCT collage of engineering and technology

January 2018

January 2018

Bachelor's degree, Electronics And Communication Engineering

India

GPA (percentage): 80%

GPA (percentage): 80%

Designed and implemented a smart home automation system that allows users to remotely control and monitor home appliances using IoT (Internet of Things) technologies. The system included sensors, microcontrollers, and wireless connectivity to ensure efficient home management.

JCT College of Engineering and Technology

January 2018

January 2018

Bachelor's degree, ELECTRONICS & COMMUNICATION

India

Skills

operations

Expert

Team Leadership

Expert

Sales and Marketing

Expert

Customer Service Skills

Expert

Communications

Expert

Sales Strategy & Lead Conversion

Expert

Customer Relationship Management

Expert

Lead Generation

Expert

Client Needs Assessment & Solution Selling

Expert

Customer Query & Complaint Resolution

Expert

Project Coordination & Stakeholder Management

Expert

Operations Management & Process Improvement

Expert

CRM & ERP Platforms

Expert

Data Analysis & Reporting

Expert

Team Leadership & Training

Expert

Customer Service

Expert

Management

Expert

Administration

Intermediate

Sales

Expert

Training

Expert

Marketing

Intermediate

Microsoft Office

Expert

Science

Intermediate

Project Management

Expert

Microsoft Excel

Expert

Recruitment

Intermediate

Business Development

Expert

Key Account Management

Intermediate

Call Center

Expert

Eloquent, articulate speaker with a polished accent and strong rapport-building presence.

Expert

BUSINESS NEGOTIATION

Intermediate

CROSS SELLING

Intermediate

COMMUNICATIONS

Intermediate

CUSTOMER RETENTION

Intermediate

CUSTOMER SUCCESS MANAGEMENT

Intermediate

ESCALATION MANAGEMENT

Intermediate

RELATIONSHIP MANAGEMENT

Intermediate

REVENUE GROWTH

Intermediate

UPSELLING

Intermediate

Customer Service Skills

Expert

Teamwork

Expert

Accounting

Expert

Customer Care

Expert

Languages

English

Expert

Hindi

Intermediate

Malayalam

Native Speaker

Tamil

Expert

Hobbies and interests

Learning