Riddhi Malde
Ahmedabad
Summary
Resourceful Customer Experience Coordinator known for high productivity and efficient task completion. Specialize in customer relationship management, conflict resolution, and process improvement to enhance overall customer satisfaction. Excel in communication, empathy, and problem-solving, leveraging these soft skills to navigate complex customer interactions effectively. Committed to delivering exceptional service experiences in every interaction.
Overview
3
3
years of professional experience
Work History
Customer Experience Coordinator
Instakart Services Pvt. Ltd. (SCM)
Ahmedabad
12.2024 - Current
- Identified areas of improvement in existing training methods and procedures.
- Evaluated effectiveness of training by using feedback surveys, focus groups and other relative means.
- Used expert platform and third-party application knowledge to customize and deliver virtual and in-person training.
- Implemented systems for tracking employee certifications and qualifications across departments.
- Produced reports and maintained training documents to support training activities.
- Provided coaching and mentorship programs for staff members.
- Managed training calendar for entire fiscal year, including setting course plans, training spaces and department rotations.
- Mentored team members to succeed and advance within department and company.
Learning Excellence - L&D Trainer
Instakart Services Private Limited (SCM)
Ahmedabad
12.2023 - 12.2024
- L&D (Learning & Development) Trainer, training newly hired employees about the work process, conducting refresher training, supervising, team handling, engaging the team, connecting with ground employees, and initiating new projects and workshops.
- Currently handling Ahmedabad and Indore FSC (FC - Fulfilment Centre, MH - Motherhub, RC - Return Centre).
- Completed frequent assessments of training materials, structure and success rates in order to enhance programme.
- Documented participant attendance, engagement and progress.
- Provided additional materials to enhance training.
- Reduced process gaps by effectively training new hires on best practices and protocols.
- Facilitated interactive workshops on customer service excellence, improving team performance significantly.
- Engaged employees in new learning and development schemes.
- Led motivational sessions that boosted employee morale and fostered a positive work environment.
- Utilised feedback from participants to refine training approaches, achieving higher satisfaction rates.
Customer Service Executive -Associate Ops
WNS GLOBAL SERVICES PVT LTD
Pune
03.2022 - 12.2022
- Customer Service Executive for Travel Domain, Voice International Calling, trained in three GDS: Amadeus, Sabre, and Travelport. We help customers with airline tickets, rescheduling, and cancellation. Later, I was promoted to Flex Mentor and Trainer (not on paper). I have mentored and trained three OJT batches, and two production batches.
- Managed all complex complaints, issues and problems to maintain customer satisfaction.
- Communicated with customers through phone calls, online chats and emails to assess customer needs and provide solutions.
- Dealt with complex complaints and angry customers professionally and politely, resolving issues with favourable solutions.
- Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls.
- Participated in team meetings to share best practices and updates on customer service initiatives.
- Trained new staff on customer service protocols and systems, fostering a team-oriented environment.
Education
Master of Business Administration - Operations
SWAYAM SIDDHI COLLEGE OF MANAGEMENT & RESEARCH
Bhiwandi01.2023
Graduation - Bachelors of management studies -
SWAYAM SIDDHI MITRA SANGH'S DEGREE COLLEGE
Bhiwandi01.2021
HSC -
VPN'S BEDEKAR COLLEGE OF ARTS, COMMERCE AND SCIENCE
Thane01.2017
SSC -
THE SCHOLARS ENGLISH HIGH SCHOOL
Bhiwandi01.2015
Skills
Training Excellence
Good presentation skills
Training design
Collaborative mindset
Classroom experience
Learning management systems
Continuous learning orientation
Positive attitude
E-Learning development
Confident communicator
Public speaking
Workshop facilitation
Coaching and mentoring
Team management, and project management
LMS
Languages
English
First Language
English
Advanced (C1)
C1
Hindi
Proficient (C2)
C2
Marathi
Elementary (A2)
A2
Gujarati
Proficient (C2)
C2
Affiliations
- Udaan Workshop - Initiated for FTC Supervisors to Upskill Them.
Accomplishments
- Instakart Services Private Limited - Learning & Development West Achievers Club (Non-Large)
Timeline
Customer Experience Coordinator
Instakart Services Pvt. Ltd. (SCM)
12.2024 - Current
Learning Excellence - L&D Trainer
Instakart Services Private Limited (SCM)
12.2023 - 12.2024
Customer Service Executive -Associate Ops
WNS GLOBAL SERVICES PVT LTD
03.2022 - 12.2022
Master of Business Administration - Operations
SWAYAM SIDDHI COLLEGE OF MANAGEMENT & RESEARCH
Graduation - Bachelors of management studies -
SWAYAM SIDDHI MITRA SANGH'S DEGREE COLLEGE
HSC -
VPN'S BEDEKAR COLLEGE OF ARTS, COMMERCE AND SCIENCE
SSC -
THE SCHOLARS ENGLISH HIGH SCHOOL
Work 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
Personal Information
- Birth Date - 17 August 1999
- Marital Status - Unmarried
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