Richa Shaw

Customer Care Executive with strengths in customer service, SLA management, and escalation handling. Experienced in resolving chat-based queries quickly, maintaining strong CSAT, and coordinating with technical teams to support customer satisfaction.

Customer Care Executive (Chat) at Reliance (2025-01 – Present)

• Handled queries, complaints, and service requests via the Jio chat platform, ensuring prompt and accurate resolutions for customer satisfaction.
• Maintained strong CSAT scores while effectively managing high daily chat volumes for a large active customer base.
• Escalated and resolved complex issues within SLA by coordinating with cross-functional and technical teams to enhance customer experience.

Digital Marketing at Freelancer (2019-01 – 2024-12)

• Collaborated on digital marketing campaigns for clients, focusing on email, SEO, SEM, and social media integration.
• Optimized website content using best practices for SEO.
• Tracked social media for trending news and audience feedback, influencing content direction.
• Analyzed audience trends to inform promotional planning strategies.
• Researched the latest trends and conducted market analysis.

Bachelor of Science in Physiology – University of Calcutta (2017)

Intermediate (WBCHSE) – Gyan Bharati Balika Vidyalaya (2014)

Matriculation (WBBSE) – Seth Soorajmull Jalan Balika Vidyalaya (2012)