Ritanjali Kaur Raina
New Delhi
Summary
A professional Customer Support and Operations Analyst with an experience of 8.6 years in Customer service, Digital Marketing, and Banking domains. I have an excellent sense of planning and organizational skills. I am a Teachable, Coachable, resourceful, and detail-oriented individual with a proven track record of successful customer satisfaction rate in my domain—a dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
14
14
years of professional experience
Work History
Personal Banker
Barclays
04.2023 - Current
- Mange savings and current accounts, bonds, mortgages, debit cards, insurance
- Incidents Management
- Changes Management
- Tasks & Service Requests management
- Incident Analysis
- Log disputes, fraud and complaints
- Manage complaints L2
- Maintaining persistent customer service focus to increase efficiency and automation of business targets.
FIS (Incomm Payments)
01.2023 - 03.2023
- Disputes and fraud management.
FIS (Team Member) Google Adwords Specialist
02.2018 - 12.2022
- Duties and responsibilities: Manage Google Ads campaign that strengthens an advertiser's campaign
- Manage online business that includes websites, landing pages etc
- Improve landing pages and website performances
- Add case logs for future reference
- Process investigations to determine issues
- Suggest creating ad extensions and conversion tags
- In depth analysis of campaign's performance
- Manage monthly Google regulatory training.
Cvent - Client Services Associate Product Consultant
04.2016 - 03.2017
- Duties and responsibilities: Design events for online event registration
- Document all communication in event’s CRM software
- Release product by reviewing and updating event registration reports
- Handling escalation calls.
Teleporformance Customer Service Representative
05.2015 - 04.2016
- Duties and responsibilities: Handling team of 10-15
- Troubleshoot use manual guides
- Manage broadband services, hardware, software networking
- Troubleshoot Computer related and operating systems
- Handling escalations as a Floor Supervisor.
FIS- American Express Team Member
08.2010 - 12.2010
- Duties and responsibilities: Payment management
- Credit Check Management.
Education
Master's of Arts -
IGNOU-New Delhi
Bachelor's of Arts (English Honors) -
IGNOU-New Delhi
Skills
- Attention to detail
- Compliance & Performance Management
- Team Operations
- Team Work
- Communication Skills
- Banking
- Banking Policies and Procedures
Toolstechnologies
- Event Management Tool – HTML Editor, Salesforce
- Microsoft Office – Excel, Word, PowerPoint, Outlook
Languages
English
First Language
Timeline
Personal Banker
Barclays
04.2023 - Current
FIS (Incomm Payments)
01.2023 - 03.2023
FIS (Team Member) Google Adwords Specialist
02.2018 - 12.2022
Cvent - Client Services Associate Product Consultant
04.2016 - 03.2017
Teleporformance Customer Service Representative
05.2015 - 04.2016
FIS- American Express Team Member
08.2010 - 12.2010
Master's of Arts -
IGNOU-New Delhi
Bachelor's of Arts (English Honors) -
IGNOU-New Delhi
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