Harshit Kejriwal

Dynamic Team Lead at Rippling with a proven track record in team building and customer service excellence. Spearheaded the launch of a new product, creating training materials and SOPs that enhanced team performance. Skilled in collaboration and critical observation, I mentored team members and streamlined processes, driving impactful results.

• Become a product expert as a fresher.
• Using my expertise to help train new hires.
• Leading the pilot launch of contractor cases.
• Lead the launch of contractor hub by being the point of contact for support tickets related to the product and training the team on the new product.

• Team Lead, Rippling, Bengaluru, Karnataka, India, 10/01/24, Present, I was tasked as the Team Lead to build a new team for a product that the company had just launched., I learnt the new product while handling the tasks of my previous team., I built content from scratch to help the team members., I created different SOPs to help give a structure to the team., I worked with the engineering team to streamline the product with the initial feedback received from the clients., I was personally handling the support tickets to get firsthand experience on the pain points of the customers., My collaboration with the engineering team led to the launch of several new features within the product as well as internal tools to help the team debug the issues of the clients., I created training materials for the team alongside videos of in-depth details of the product. This led to the creation of a centralized database for the team., I mentored several members of the team helping them prepare for the next steps in their career and in the team.
• Senior Customer Support Specialist, Rippling, Bengaluru, Karnataka, India, 10/01/23, 10/01/24, Co-trained the new hires for the team., Working with different teams regarding several inter-connections issues., Handling the reverse swarms to help the new hires., Helping out in the team channel., Handling escalated client cases and de-escalating them., Maintaining core metrics consistently along with handling projects., Contributed to a positive work environment by maintaining open lines of communication between the Banking department and other teams within the organization.
• Customer Support Specialist, Rippling, Bengaluru, Karnataka, India, 07/01/22, 10/01/23, Worked on various fields related to the banking system of US and global., Handled all issues payments related while working closely with the banking partners., Dealt in depth regarding ACH and wires and also all compliance issues related to payments being sent out., Ensured timely payments to employees by diligently monitoring their payment status and working with banking partners., Maintaining high quality work along with my Customer Satisfaction scores.