Krithika Ba

Customer Support and Operations Professional with 7+ years of experience in international customer service, voice and email support, issue resolution, and stakeholder management. Proven ability to deliver exceptional customer experiences, manage escalations, maintain quality standards, and support process improvements. Experienced in working with global clients and cross-functional teams while consistently meeting productivity and service goals.

Student Information Officer - Global University Systems - ilabs

(2019-08 - 2023-10)

• Handled international student support operations through email and voice channels while maintaining high customer satisfaction and service quality standards.
• Responded to customer queries related to admissions, services, documentation, and process guidance in a timely and professional manner.
• Maintained accurate customer records and updated operational information in internal systems and databases.
• Cross-skilled with the Assessment and Timetabling teams, supporting examination scheduling, assessment administration, and student query resolution while collaborating with cross-functional teams to ensure timely and accurate service delivery.
• Prepared operational and performance reports using MS Excel to support management reporting and process tracking.
• Coordinated with internal departments and stakeholders for issue resolution and escalation management.
• Analyzed recurring customer concerns and contributed process improvement ideas to improve customer experience and operational efficiency.
• Supported onboarding and training activities for new team members by creating process documentation and knowledge-sharing materials.
• Maintained quality standards and ensured adherence to company procedures and operational guidelines. Received multiple client appreciation awards for quality, accuracy, and consistent performance.

Subject Matter Expert (SME) - Global University Systems - ilabs

(2019-08 - 2023-10)

• Acted as the primary point of contact for process-related queries and escalations.
• Assisted team members with issue resolution and process guidance.
• Conducted knowledge transfer and training sessions for new hires.
• Participated in quality reviews, reporting activities, and operational improvement initiatives.
• Supported customer experience improvement initiatives through feedback analysis and reporting.

Contact center executive - St. Patrick's College

(2018-03 - 2019-04)

• Provided end-to-end support to prospective and existing students regarding admissions, enrollment, and academic programs at St. Patrick's College.
• Assisted students with application processes, document submissions, fee payments, and enrollment procedures.
• Addressed and resolved student concerns promptly, escalating complex issues to relevant departments when necessary.
• Maintained accurate student records and updated interactions using CRM and student management systems.
• Coordinated with admissions, finance, and academic teams to ensure seamless student support.
• Guided students on course information, intake schedules, visa-related documentation, and university policies.

Customer Support Executive - Amazon

(2017-05 - 2018-02)

• Handled customer order-related queries and provided prompt resolution through support processes.
• Worked with North America Retail customers specializing in promotions and gift correlated issues.
• Investigated customer complaints and provided accurate resolutions while maintaining service quality standards.
• Maintained confidentiality and accuracy of customer records and account information.
• Identified and escalated fraudulent activities and suspicious customer accounts.
• Delivered professional customer service while meeting productivity and quality metrics.

Process Associate - Genpact India Pvt.Ltd - Google

(2014-11 - 2017-04)

• Processed account recovery requests and customer support cases for Google account users.
• Investigated customer issues and ensured accurate processing within defined SLA timelines.
• Maintained customer data accuracy and process documentation standards.
• Assisted in reporting, data validation, and operational support activities.
• Collaborated with internal teams to resolve discrepancies and improve customer support processes.
• Participated in automation and process improvement initiatives under the "Insights" project.
• Supported team operations, reporting, and customer issue resolution activities.

Subject Matter Expert (SME) - Genpact India Pvt.Ltd - Google

(2014-11 - 2017-04)

• Assisted agents with process-related support and issue handling.
• Served as point of contact for escalations, queries, and feedback management.
• Managed day-to-day operational support activities.
• Prepared weekly, monthly, and quarterly reports for internal stakeholders.

Bachelor of Technology - B. tech - Vignan's Institute of Information and technology (2009)

Board of Intermediate - MPC - SriChaitanyaJr.College (2005)