RICHA SINHA
Delhi
Summary
Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top notch abilities in Customer management, Interpersonal communication and Administrative oversight. Successful at training and mentoring teams to promote culture of collaboration and continuous improvement.
Overview
14
14
years of professional experience
Work History
Associate Manager Customer Care Retention, Success
Monotype Solutions India Private Limited
Noida
07.2018 - Current
- Initiated a cross-training program, which improved utilization of human resources, reduced client response time, and enhanced quality of client services. Championed the concept of creating operations manual for department. Due to outstanding results of cross-training and operations manual, both projects were adopted for implementation across all departments.
- 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.
- Managing & coordinating issues regarding product- MyFonts & Monotype Fonts with the development team in the capacity of a product owner.
- Identifying & hiring suitable resources for team expansion to enhance shift coverage from one shift to 24*5 coverage.
- Conducted new hire training and also providing on-going support following the training period to ensure departmental guidelines were continuously met.
- Developed and administered all training materials as well as communicated information / updates/changes to the staff.
- Facilitated training for multiples departments on new system application (Interactive Intelligence) that allowed for more effective and efficient handling of all incoming interactions.
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
Delhi08-2016
B.Tech - Electronics Instrumentation & Control Engineering
St. Margaret Engineering College
Neemrana, Rajasthan07-2009
XII - PCM/Biotechnology - 68.2%
Kulachi Hansraj Model School
Delhi04-2005
X - 81.2%
Kulachi Hansraj Model School
Delhi03-2003
Skills
- P>Exceptional ability to communicate & foster business relationships
- P>Highly organized & able to multi task
- P>Experience in managing a diverse group & training each according to company standards
- P>Self driven & proactive
- P>Knowledge of customer success processes
- P>Attention to detail
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 guidelines
Duration 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 skills
Duration 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 representation
Duration 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 representation
Duration 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 Excel
Duration 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 & Powerpoint
Duration 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 Fundamentals
Duration 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
Senior Engineer- QA (Hand Held Phones)
Samsung India Electronics (P) Ltd.
09.2009 - 09.2011
M.Tech - Electronics & Communication Engineering
Delhi Technological University
B.Tech - Electronics Instrumentation & Control Engineering
St. Margaret Engineering College
XII - PCM/Biotechnology - 68.2%
Kulachi Hansraj Model School
X - 81.2%
Kulachi Hansraj Model School
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