Ritu Sharma

Experience

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  Concentrix

  Jan 2007 - Jun 2013

  Customer Service Team Lead

  leading the team of 20 associate along with the roster planning to ensure SLA target is metPre and Post shift briefing to the team to ensure all the updates are with the team while handling the callEnd to end closure of the escalated cases by the associatesWeek on week feedback with the associates on the quality performance and AHT

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  MakeMyTrip

  Dec 2015 - Aug 2022

  Assistant Manager

  Managing customer escalation through gap analysis with a resolution within defined timeline.sharing Root cause analysis,case analysis to enhance processexpertise in handling the customer grievance via different channels of calls, e-mail, What's app or via social mediaEnsuring acknowledgement and resolution to the customer on timely manner.Helping with the changes required in the SOP for further training requirements in the process.Expertise in highlighting the tech issue to fix and enabling the process defect free Show less

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  Nustone Products Ltd

  Aug 2022 - now

  Team Lead