Summary
Overview
Work History
Education
Skills
Websites
Profile Snapshot
Accomplishments
Area Of Expertise
Timeline
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Ragitha Nair

Ragitha Nair

Gandhinagar

Summary

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.

Overview

13
13
years of professional experience

Work History

Team Leader

Etech Global Services Inc
5 2015 - Current
  • Oversee the performance & development of a customer service team, implementing training programs, strategic client interactions, & effective allocation of sales leads to exceed targets
  • Manage escalated customer service inquiries, ensuring client satisfaction through diplomatic problem resolution and proactive engagement to understand and fulfill client needs
  • Supervise and support team members, conduct regular performance evaluations, and establish performance expectations, fostering a collaborative environment that promotes customer satisfaction and team effectiveness.

Assistant Team Leader

Etech Global Services Inc
06.2021 - 04.2024
  • Led a customer service team to surpass set targets by implementing tailored training programs, engaging in strategic client discussions, and overseeing the allocation of sales leads
  • Addressed escalated customer service issues with diplomacy, ensuring client satisfaction and retention, and actively engaged with clients to understand their needs and offer suitable solutions
  • Supported and guided new Customer Service Chat Team members, conducted weekly client calls, and prepared monthly and annual reports for stakeholders
  • Managed the growth and direct supervision of over 70 team members, evaluating performance, motivating for enhanced results, and introducing incentive programs to meet objectives
  • Fostered a supportive team environment for premier customer satisfaction, established performance expectations, led client calibration sessions, and managed escalated calls to resolve customer complaints.

Online Chat Representative

Etech Global Services Inc
05.2015 - 06.2021
  • Managed inbound chats from potential and existing customers, qualifying leads, and providing information on products and services
  • Assisted customers with sales inquiries, billing issues, and account management, ensuring a seamless experience
  • Provided price quotes, facilitated purchases maintained a Sales Tracker, and managed customer feedback and account tasks.

Quality Analyst

ArcGate
08.2011 - 05.2015
  • Conducted daily quality assurance checks on outbound emails, addressed customer inquiries, & compiled daily status updates to ensure team communication & task completion
  • Managed escalations, verified offer eligibility, allocated rewards, identified fraudulent transactions, processed refunds, and issued chargebacks while assisting with further purchases and special offers
  • Facilitated retrieval of customer information, liaised with banks, credit card providers, and merchants to streamline transaction processes, and utilized research tools to ensure accurate product descriptions on the portal.

Education

Master of Commerce - Business Administration And Management

Mohanlal Sukhadia University
Udaipur, India
04.2001 -

Tally Course -

Aptech Institute
Udaipur, India
04.2001 -

Bachelor of Commerce - Accounting And Business Management

Sardar Patel University
Anand, India
04.2001 -

Skills

  • Team Supervision

  • Teamwork and Collaboration

  • Work Planning

  • Team motivation

  • Documentation And Reporting

  • Problem-Solving

  • Mentoring

    • Websites

    Profile Snapshot

    Proven leadership experience of over 12 years in leading a customer service team to surpass targets by implementing training programs and engaging in strategic client discussions. Demonstrated ability to address escalated customer service issues with diplomacy, ensuring client satisfaction and retention, while actively engaging with clients to understand their needs and offer suitable solutions. Skilled in managing team growth, evaluating performance, motivating for enhanced results, and introducing incentive programs to meet objectives, fostering a supportive team environment for premier customer satisfaction. Strong background in quality assurance to conduct daily checks, manage escalations, and streamline transaction processes to ensure team communication and task completion.

    Accomplishments

    • Consistently achieved high-performing team appreciations month after month.
    • Earned the Top Team award in April 2023, August 2023, September 2023, and January 2024

    Area Of Expertise

    • Team Leadership
    • Customer Service Management
    • Training Program Development
    • Strategic Client Engagement
    • Conflict Resolution
    • Performance Evaluation
    • Quality Assurance
    • Sales Lead Allocation
    • Report Preparation
    • Chat Support
    • Transaction Processing
    • Fraud Detection
    • Stakeholder Communication
    • Process Streamlining

    Timeline

    Assistant Team Leader

    Etech Global Services Inc
    06.2021 - 04.2024

    Online Chat Representative

    Etech Global Services Inc
    05.2015 - 06.2021

    Quality Analyst

    ArcGate
    08.2011 - 05.2015

    Master of Commerce - Business Administration And Management

    Mohanlal Sukhadia University
    04.2001 -

    Tally Course -

    Aptech Institute
    04.2001 -

    Bachelor of Commerce - Accounting And Business Management

    Sardar Patel University
    04.2001 -

    Team Leader

    Etech Global Services Inc
    5 2015 - Current

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