Ritu Sharma

Knowledgeable and dedicated customer service professional with extensive experience in the industry. A solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships and growing business.

Team Leader - Operations at Nustone Products Limited (2022-08 – 2026-01)

Nustone, headquarter in United Kingdom, and back office in Dubai, are online stone merchant helping to transform gardens, patios, paths and driveways into sights to behold – Spaces that our customers are proud to call their own.

• Responsible for supervising, managing, and motivating team members on a daily basis.
• Responsible to track, monitoring, and closure of customer complaints and escalation within TAT which is received via Call, live chats and tickets
• Maintaining brand reputation and customer experience on all social media channels and responsible for increasing the Trustpilot review of the company
• Resolving day-to-day queries with upward escalation for more complex queries to the management team. Assisting the logistics team with self-delivery feedbacks to increase the customer experience
• Managing and training customer associates. Instructing the team and disseminating information about the new processes and modifications and providing insights into boardroom training.
• Maintaining brand reputation and customer experience on all social media channels and Trustpilot
• Responsible for conducting the team meeting and sharing feedback where ever needed with the associates
• Responsible for the weekly, Monthly and quarterly report on the team performance

Assistant Manager- Customer Experience at MAKEMYTRIP PVT. LTD. (2015-12 – 2022-08)

MakeMyTrip, headquartered in Gurugram, Haryana, provides online travel services including airline tickets, domestic and international holiday packages, hotel reservations, rail, and bus tickets.

• Responsible to track, monitoring, and closure of customer complaints and escalation within TAT. Conducting Root Cause Analysis and sharing the insights as per the procedure. Highlighting any process gap and coming up with a proposed solution.
• Responding to customer inquiries quickly and resolving issues through social media platforms, e-mails and top-level communication. Communicating easily with customers and vice versa through communication mediums. Supporting and participating in quality audits.
• Resolving day-to-day queries with upward escalation for more complex queries to the management team. Assisting with the coordination of external and internal business partners, vendors, and suppliers and customer dispute resolution from beginning to end.
• Adept at using the Galileo Computerized Reservation System, Amadeus, and related software.
• Managing and training customer associates. Instructing the team and disseminating information about the new processes and modifications and providing insights into boardroom training.
• Proficient in all aspects of travel-related compliance for flights, hotels, ground transportation, and holiday packages. Considerable experience in supervising teams and working in fast-paced settings. Establishing and maintaining solid client relationships. Ensuring prompt handling of the date change, cancellation, and waiver requests on the booking.
• Maintaining brand reputation and customer experience on all social media channels in all business lines like flights, hotels, ground transportation, etc using rigor and correct planning, delivering positive customer service conversions.
• Enhancing and streamlining workflows for improving customer service on social media platforms and all the critical management escalations.
• Contributing recommendations for the changes required in the product or in the training requirement of the Contact Center.
• Ensuring that negative interactions are kept to a minimum. Responsible for closing all escalations within a certain time frame and sharing a final summary report that includes the root cause of such escalations in order to enhance processes or products and reduce recurring incidents.
• Dealing with customer complaints received not only through social media platforms (Linkedin, Twitter, etc.) but also through multiple online/offline channels such as phone calls and e-mails to management. Maintaining an excellent crossfunctional relationship between various stakeholders (internal) to be able to provide a high standard of services to customers to meet and exceed their expectations.

Process Advisor at BARCLAYS SHARED SERVICES PVT. LTD. (2014-07 – 2015-12)

Barclays is an international financial services provider engaged in personal banking, credit cards, corporate and investment banking, and wealth management with an extensive presence in Europe, the Americas, Africa, and Asia.

• Handled Barclays Bank's retail telephony and assisted customers with day-to-day banking over the phone, as well as documenting client queries and complaints. Upsold different bank products.
• Raised any concerns with the management at any time to ensure that all bank policies relating to regulation, compliance, and legal are strictly followed at all times.
• Managed and escalated client issues, complaints, and feedback in accordance with regulation, bank policy, and best practices to provide the best possible conclusion for the customer.
• Resolved customer queries via telephone and e-mail by identifying root causes and owning process to resolution; Delivered operational SLAs, demonstrating the right level of quality and control; Made sure controls are completed on time and documented appropriately; Insight into operational intelligence; insight into operational metrics to meet business requirements.
• Enhanced customer satisfaction and the professional reputation of the bank by greeting, engaging, and developing good professional relationships with customers and host retail partners.
• Identified the best solutions for clients, collaborated with colleagues, and coordinated answers with other departments.
• Ensured that branch security procedures were followed and that customer confidentiality and privacy were protected. Provided customers with confidence and comfort in choosing their preferred channel of operation, such as Barclays Mobile Banking, Internet Banking, etc.

Team Lead- Operations at CONCENTRIX CALL CENTER (2007-01 – 2014-06)

• Responsible for supervising, managing, and motivating team members on a daily basis. Acted proactively to ensure smooth team operations
• Decided when new call center agents are to be recruited, also assisted in the testing and interview process. Proactively executed the maintenance of the training documents, Standard Operating Procedures, and other supplemental materials.
• Resolved complex issues that the call center agents cannot solve on their own, then they would forward it to the team leader who would either resolve it or liaise with other departments to resolve the issue appropriately.
• Scheduled and organized shift patterns for other team members to ensure that customers are never left unattended. Understood all organization's products, services, procedures, and guidelines and communicate same to all team members.
• Monitored all calls to ensure that due procedures and quality standards are strictly adhered to. Submitted regular reports to management and seek new ideas and strategies to improve performance at the center.

Bachelors in Commerce – Punjab University