Ritu Roy

Experience

• 

  Granton Advertising Pvt Ltd

  Jul 2000 - Apr 2003

  Team Leader

  Responsible for my trainees' interaction and negotiation with the customers.Responsible for interviewing and selecting trainees for building a Tele marketing team. Managed all client metrics (SPH-Sales per hour). Designing Campaign Trails.

• 

  Consentia Supports and Services

  Oct 2003 - Jun 2005

  Senior Cost Assessor-Operations

  Trained the first batch for Legal Cost Negotiations.Managed a team of 15 executives.Preparation of MIS-(Management Information Systems) report.Motivating the team members and ensuring achievement of goals adhering to the quality standards.Assessing the case load for each team member in order to ensure that proper follow up is done and the case is settled in the given time frame.Reporting and interacting to the top management in UK.

• 

  Goldshield Pvt Ltd

  Jul 2005 - Jun 2006

  Team Leader

  Motivating the team members and ensuring achievement of goals adhering to the quality standards.Conducting regular quality audits and providing training accordingly.Taking escalated calls.Nesting sessions conducted for new batches.Consentia supports and services (A direct subsidiary of Legal cost assessors UK)

• 

  Avon

  Jul 2006 - Nov 2007

  Team Leader

  Monitoring the processes to ensure that program meets targets during pilot & Business As Usual (BAU).Conduct Training sessions with the team as per the gaps identified in quality reports.Was a part of the transition team for one of the processes of Avon. Was selected to undergo training in their Springdale (Ohio) centre for their Consumer Contact Centre process transition. Provided on the job training to new batches.Demonstrated strong Customer Service ethic in the team through active communication, regular updates & meetings.Taking escalated calls. Show less

• 

  WNS Global Services

  Nov 2007 - Dec 2008

  Assistant manager

  Ensure SLA compliance. Identify process improvement opportunities and execute new plans & projects to exceed client expectations.Action Planning based on Gap Analysis derived from Quality defects & Product TestsResponsible for handling weekly & monthly performance reviews both internal & with the client via conference calls. Interact with the client on a regular basis to determine the level of satisfaction & ascertain areas of potential improvement.Develop career paths for key positions within the process. Show less

• 

  VFS Global

  Jan 2014 - now

  • General Manager

    Nov 2023 - now

  • Deputy General Manager Project

    Aug 2022 - now

  • Senior Project Manager

    Apr 2018 - Nov 2022

  • Manager-Projects

    Jan 2014 - Apr 2018