Ratika Kochhar
Gurugram
Summary
Experienced manager skilled in customer service, conflict management, and escalation management. Proven track record of leading and collaborating with teams to achieve common goals and foster knowledge sharing. Exceptional decision-making skills combined with a motivated and diligent work ethic. Strong organizational abilities, attention to detail, and effective time management capabilities.
Overview
14
14
years of professional experience
Work History
Manager, Frontline Support
Aircall Telecom India Pvt. Ltd.
07.2023 - Current
- Managed and mentored team of 7 members within customer support, divided among different shifts.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Maximized performance by monitoring daily activities and mentoring team members.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established team priorities, maintained schedules and monitored performance.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cross-trained existing employees to maximize team agility and performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Customer Care Team Lead
Aircall
03.2021 - 07.2023
- Managed and mentored team of 6 members within customer support.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Directed intelligence gathered from customer support channels to product and data science teams to improve products and user experience.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
Technical Lead
Condeco Software Pvt. Ltd.
07.2019 - 02.2021
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Managed and assisted team of analysts focused on analyzing user issues and implementing resolutions.
- Delivered training, imparting knowledge of best practices for minimizing errors and helping with quicker resolutions.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Helped streamline repair processes and update procedures for support action consistency.
- Evaluated current processes to develop improvement plans.
Senior Service Desk Analyst
Condeco Software Pvt. Ltd.
04.2017 - 06.2019
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Collaborated with internal partners to effectively resolve user issues.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Engaged in user support interactions via telephone, ticket and email platforms.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Service Desk Analyst
Condeco Software Pvt. Ltd.
12.2015 - 04.2017
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Engaged in user support interactions via telephone, ticket and email platforms.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Software Engineer
HCL Technologies
08.2010 - 03.2013
- Managing Support Activities – Ticketing based
- Requirement Analysis and Design – Enhancement
- Preparation of Estimates – Enhancement
- Preparation of Design – Enhancement
- Development – Enhancement
- Documentation – Enhancement
Education
B.Tech - Information Technology
Amity School Of Engineering And Technology
Higher Secondary (CBSE) - Non-Medical
Apeejay School
Secondary School -
Ryan Internation School
Skills
- Ul>
SQL Server 2000, 2005, 2008, 2012
- P>JIRA, Service Now, Remedy and Changepoint
- P>Azure
- P>API Integrations
Timeline
Manager, Frontline Support
Aircall Telecom India Pvt. Ltd.
07.2023 - Current
Customer Care Team Lead
Aircall
03.2021 - 07.2023
Technical Lead
Condeco Software Pvt. Ltd.
07.2019 - 02.2021
Senior Service Desk Analyst
Condeco Software Pvt. Ltd.
04.2017 - 06.2019
Service Desk Analyst
Condeco Software Pvt. Ltd.
12.2015 - 04.2017
Software Engineer
HCL Technologies
08.2010 - 03.2013
Higher Secondary (CBSE) - Non-Medical
Apeejay School
Secondary School -
Ryan Internation School
B.Tech - Information Technology
Amity School Of Engineering And Technology
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