Ridam Babber
Team Lead
Gurgaon
Summary
Dedicated Team Lead with around 3 years of experience and more than 5 years in ensuring adherence to performance standards and improving operational efficiency. Skilled in handling complex customer queries, managing escalated cases, and ensuring seamless operations. Expertise in training, mentoring, and developing team members to reach their full potential while consistently meeting organizational goals. Strong communicator with a focus on delivering exceptional service and improving team morale and efficiency.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Team Lead
IGT Solutions
06.2022 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Attending Calibrations with all stakeholders
- Investigate performance issues, conduct root cause analysis, and implement corrective and preventive actions
- Coached team members in techniques necessary to complete job tasks.
- Preparing regular performance reports for management review
- Developed strategies to improve attendance and reduce shrinkage, contributing to higher productivity and client satisfaction.
- Led efforts to improve job satisfaction and career growth, which helped reduce attrition
Senior Customer Service Representative
TELEPERFORMANCE INDIA PVT LTD.
06.2021 - 06.2022
- Worked on Sabre (GDS) : Managed urgent requests, including changes, refunds, cancellations and international flight schedule adjustments.
- Mentored new team members, contributing to their professional development and overall team success.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
Senior Customer Service Representative
TELEPERFORMANCE INDIA PVT LTD.
07.2018 - 09.2020
- Worked on Sabre (GDS) : Managed urgent requests including handling changes, refunds, and international flight schedule adjustments.
- Handling escalated cases from customer end
- Handling reversal of refunds by coordinating with the clients
- Maintaining data report for daily productivity & update them with client
CUSTOMER SERVICE EXECUTIVE
IGT Solutions
08.2017 - 04.2018
- Processed cancellations and handled refund requests for flight bookings
- Managed inbound and outbound calls to assist customers with inquiries and issues
- Effectively handled and resolved escalated customer cases, ensuring satisfaction and timely solutions
Customer Service Representative
Wipro BPS
05.2016 - 05.2017
- Handling customer's queries & ensuring customer satisfaction.
- Handling Inbound calls from customers and travel agents related to rebooking, re-scheduling.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Bachelor of Commerce -
Delhi University
06.2016 - 06.2019
Skills
- Sabre
- Analytical approach
- Operations management
- Problem solving
- Apollo
- Amadeus
- Time management
Career Achievements
- Award for best performer of Quarter in IGT solutions.
- Hall of champion award for best performance in Teleperformance.
- 2 times Best performance award in Teleperformance.
- Star performer of the month award in Wipro.
Timeline
Team Lead
IGT Solutions
06.2022 - Current
Senior Customer Service Representative
TELEPERFORMANCE INDIA PVT LTD.
06.2021 - 06.2022
Senior Customer Service Representative
TELEPERFORMANCE INDIA PVT LTD.
07.2018 - 09.2020
CUSTOMER SERVICE EXECUTIVE
IGT Solutions
08.2017 - 04.2018
Bachelor of Commerce -
Delhi University
06.2016 - 06.2019
Customer Service Representative
Wipro BPS
05.2016 - 05.2017
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