RICHA SINHA
Associate Manager - Customer Care Retention And Success
Delhi
Overview
14
14
years of professional experience
11
11
years of post-secondary education
Work History
Associate Manager-Customer Care Retention, Success
Monotype Solutions India Private Limited
Noida
07.2018 - Current
- Gathering and managing customer concerns through Salesforce.
- Troubleshoot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes using JIRA.
- Managing & coordinating issues regarding product- MyFonts & Monotype Fonts with the development team in the capacity of a product owner.
- Identifying & hiring suitable resourses for team expansion to enhance shift coverage from one shift to 24*5 coverage.
- Delivered product related trainings to internal teams.
Security Compliance & Operations Management
Magna Infotech Private Limited (Third part vendor- IBM)
Noida
07.2015 - 06.2018
- Maintain ID Management- Validation & Updation
- Prepared variety of different written communications, reports and documents.
- .Doing risk assessment, raising & maintaining Security Open documents (SOD)/ Threat letters and CIRATs in case of non-compliance
- To ensure that the teams complete all their tasks within Service Level.
- Ensure Competency passes all audits (Internal & External) and reviews
- Ensure RCA is submitted within 48 hrs of closure of Sev 1 and 7 Days of closure of Sev 2 Incidents & timely closure of RCA Actions
- Internal ticket auditing & sharing reports with Leads & teams.
- Complete On-boarding and off-boarding process for employees, maintain the reports for the same.
- Ensuring the teams are 100% compliant with the Labour Clocking tools.
- Vendor management (for services), ensuring the PO renewals for various vendors are done timely. Liaising with Vendors for contractor resources, maintaining their timesheets and validating the monthly invoices.
- Timely reporting of Scheduled and Ad hoc reports ((Roster Management, Escalation Matrix, Headcount Reports, KPIs,SOPs).
- Good hands on with Excel tools like V-Look up (& other Functions), Pivot charts and Graphs.
Faculty Instructor
The Finishing School
Delhi
01.2012 - 12.2014
- Delivered training sessions on Foundations of Excel & Advanced Excel for Data Analytics to working professionals and students.
- Created and developed lesson plans to meet students' academic needs.
- Prepared tests and quizzes to determine student comprehension.
- Evaluated students' understanding of course material through examinations and in-depth essay writing.
- Shifted between formal and informal methods of teaching to keep students engaged.
- Fostered student curiosity and interest through creative hands-on activities.
Senior Engineer- QA (Hand Held Phones)
Samsung India Electronics (P) Ltd.
Noida
09.2009 - 09.2011
- Leading, training and monitoring performance of the team members for maintaining excellence in the service operations and seven QC tools.
- Certified as Internal ISO Auditor from British Standards Institute (BSI).
- Effectively interacting with the product development teams to help introduce new products.
- Tracking performances of the team members and suggesting / highlighting areas of improvements; maintaining & ensuring stringent adherence to quality standards, identifying gaps and opportunities.
- New Model Evaluation while PRA and SRA.
- Preparing and releasing weekly & monthly Quality Review Report; presenting the same to higher management.
- Generating Test Cases for Functional testing. Feature/functional & regression testing of SAMSUNG mobile phones.
- Doing RF, Radiation and conduction parameter testing, Final test (Radiation/Conduction) using Agilent VEE Pro, Battery level test, Power level test, Current test and RSSI level testing, Aging test, Humidity, Drop test (Auto/Manual), ESD test, Rubbing test and XRF
test of all parts for direct launch model. - Managing a Bug report & Defect Tracking sheet (DTS) for in process and Market defect.
Education
M.Tech - Electronics & Communication Engineering
Delhi Technological University
Delhi 08.2011 - 08.2016
B.Tech - Electronics Instrumentation & Control Engineering
St. Margaret Engineering College
Neemrana, Rajasthan 06.2005 - 07.2009
XII - PCM/Biotechnology - 68.2%
Kulachi Hansraj Model School
Delhi 03.2004 - 04.2005
X - 81.2%
Kulachi Hansraj Model School
Delhi 03.2002 - 03.2003
Skills
Exceptional ability to communicate & foster business relationships
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Training / Workshops Conducted
- Client/Audience: Conducted audit trainings for young aspiring auditors mainly for Internal team members in HHP, Samsung Noida
Training conducted: Internal Auditor as per BSCIC guidelinesDuration of trainings: Sep'09 - Sep'11 (Once every quarter)
- Client/ Audience: Working Professionals cum Part time MBA students from Delhi University North/ South Campus
Training conducted: Foundation and Advanced Level Excel on concepts like SUM, AVERAGE, VLOOKUP, IF THEN, INDEX MATCH, CONCATENATE, MACROS, Pivot, Charts and GraphsDuration of trainings: Jan'12 - Dec'14 ( 2 batches per day with 15 days/batch @3hrs/batch )
Training conducted: Communication and Presentation skillsDuration of trainings: Jan'12 - Dec'14 (1 batch per day with 15 days/batch @2hrs/batch )
- Client/ Audience: Employees of Jiyanjani - Automation PCB Design Company & emerging IOT player
Training conducted: Automation of tasks using Macros, Automating mailshot, Updating data over multiple spreadsheets etc.Duration of trainings: 16 hrs followed by groupwise evaluation
- Client/ Audience: Employees of Hitech Survey Tools Pvt. Ltd
Training conducted: Advanced Excel formulae for Reports & Powerpoint training for effective data representationDuration of trainings: 24 hrs followed by evaluation
- Client/ Audience: B.tech/MBA Analytics Students for MVN University, Palwal
Training conducted: Beginner Level Excel for Effective Reporting & Advanced Excel for MBA Analytics students for Data Analysis coupled with Powerpoint training for effective data representationDuration of trainings:30 hrs followed by evaluation
- Client/ Audience: Employees of X-Factors - Consulting firm, Gurugram
Training conducted: Communication and Presentation skills , Effective data visualization & data management with ExcelDuration of trainings: 35 - 40 hrs followed by case based evaluation
- Client/ Audience: Various teams at Saavy Relations - Consulting firm , Gurugram
Training conducted: Understanding Data & Effective data representation using Excel & PowerpointDuration of trainings: 25-30 hrs followed by team evaluation with live problems
- Client/ Audience: Internal team members at Monotype Solutions Pvt Ltd, Noida
Training conducted: Salesforce Dashboard Analytics, Salesforce Knowledge Base JIRA and Confluence FundamentalsDuration of trainings: As & when needed with new joinees
Timeline
Associate Manager-Customer Care Retention, Success
Monotype Solutions India Private Limited
07.2018 - Current
Security Compliance & Operations Management
Magna Infotech Private Limited (Third part vendor- IBM)
07.2015 - 06.2018
Faculty Instructor
The Finishing School
01.2012 - 12.2014
M.Tech - Electronics & Communication Engineering
Delhi Technological University
08.2011 - 08.2016
Senior Engineer- QA (Hand Held Phones)
Samsung India Electronics (P) Ltd.
09.2009 - 09.2011
B.Tech - Electronics Instrumentation & Control Engineering
St. Margaret Engineering College
06.2005 - 07.2009
XII - PCM/Biotechnology - 68.2%
Kulachi Hansraj Model School
03.2004 - 04.2005
X - 81.2%
Kulachi Hansraj Model School
03.2002 - 03.2003
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