Summary
Overview
Work History
Education
Skills
PERSONAL DOSSIER
Timeline
Generic

Nitu Karotiya

Mumbai

Summary

Results-driven professional with a strong background in quality audits and operational efficiency. Skilled in implementing process improvements and fostering cross-functional teamwork to achieve organizational goals and elevate performance standards.

Overview

16
16
years of professional experience

Work History

Team Lead – Quality & Training

Yatra TG Stays Pvt. Ltd
Mumbai
05.2017 - Current
  • Executed compliance audits to uphold industry standards and enhance operational integrity.
  • Conducted quality audits to ensure adherence to established guidelines.
  • Monitored team performance and delivered constructive feedback for continuous improvement.
  • Coordinated daily operations, optimizing workflow and ensuring timely task completion.
  • Led quality calibration sessions, certifying new quality analysts in processes.
  • Implemented process improvements to reduce delays and streamline operations.
  • Collaborated with cross-functional teams to align quality processes with organizational goals.

Performed regular root cause analyses to address batch booking issues and resolve customer grievances.

Customer service Associate

ANI Technologies Pvt. Ltd. (Ola Cabs)
Mumbai
01.2015 - 07.2017
  • Resolved partner and customer issues concerning bookings, service quality and complaints.

  • Coordinated ride requests and ensured timely driver assignments.
  • Utilized CRM software to track customer interactions and feedback.
  • Educated customers on app features and ride safety protocols.
  • Assisted customers with returns, exchanges, refunds, and other transactions as needed.
  • Resolved customer inquiries in a timely manner.

Customer Support Executive

Serco Pvt. Ltd. (Asian Paints Process)
Maharashtra
02.2014 - 01.2015
  • Handled inbound and outbound communications regarding product warranties and service queries.
  • Provided product information and assistance to enhance customer satisfaction.
  • Maintained accurate records of customer interactions and transactions.
  • Resolved customer complaints by identifying issues and offering solutions.
  • Conducted follow-up calls to ensure resolution of customer concerns.

Sales & Relationship Executive

GCC Hotels & Club Pvt. Ltd
Maharashtra
06.2010 - 01.2014

Managed walk-in customers and presented various membership plans.

Focused on customer acquisition and relationship management.

  • Created and maintained relationships with key stakeholders.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Prepared staff work schedules and assigned team members to specific duties.

Education

Bachelor In Commerce - Finance And Accounting

Kalinga University
Raipur
04-2022

H.S.C -

SIWS
Sion
03-1999

SSC -

King George
Hindu Colony, Matunga
03-1997

Skills

  • Quality auditing and compliance management
  • Process improvement strategies
  • Data analysis techniques
  • Team training and development
  • Customer relationship management
  • Performance monitoring

PERSONAL DOSSIER

Date of Birth: 05th May 1988

Marital Status: Married

Hobbies: Dancing, Listening to Music, Cooking

Timeline

Team Lead – Quality & Training

Yatra TG Stays Pvt. Ltd
05.2017 - Current

Customer service Associate

ANI Technologies Pvt. Ltd. (Ola Cabs)
01.2015 - 07.2017

Customer Support Executive

Serco Pvt. Ltd. (Asian Paints Process)
02.2014 - 01.2015

Sales & Relationship Executive

GCC Hotels & Club Pvt. Ltd
06.2010 - 01.2014

Bachelor In Commerce - Finance And Accounting

Kalinga University

H.S.C -

SIWS

SSC -

King George
Nitu Karotiya