Summary
Overview
Work History
Education
Skills
Timeline
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Ritesh Kumar Singh

Bengaluru

Summary

Results-oriented Customer Support and Operations Leader with over 8 years of experience in fintech and e-commerce, demonstrating expertise in leading high-performing teams and overseeing daily operations at PayPal.

Overview

8
8
years of professional experience

Work History

Supervisor, Customer Support

PayPal India Pvt Ltd
Bengaluru
03.2022 - Current
  • Supervised a team of customer service agents, managing performance, coaching, and daily operations.
  • Oversaw customer experience metrics, identifying process improvements, and ensuring SLA adherence.
  • Evaluated employees' work performance on a regular basis by conducting one-on-one interviews and providing constructive feedback.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.

Internal Control Analyst

PayPal India Pvt Ltd
Bengaluru
11.2020 - 02.2022
  • Resolved complex escalations from Customer Solutions Agents regarding disputes, fraud, and account risks.
  • Managed tickets raised via internal tools when frontline agents faced limitations.
  • Trained new hires on internal processes and tools, serving as a knowledge resource.
  • Communicated updates to user agreements and reinforced account-related policies and dispute procedures.

Customer Solutions Specialist

PayPal India Pvt Ltd
Bengaluru
09.2018 - 10.2020
  • Delivered comprehensive chat and email support addressing various customer concerns such as refund claim, account limitation, fraud and account access.
  • Consistently exceeded performance targets for first-contact resolution and customer satisfaction.
  • Promoted knowledge sharing initiatives to improve team efficiency.
  • Supported onboarding processes for new agents to expedite their readiness.

Senior Customer Service Agent

Groupon India
Bengaluru
08.2017 - 08.2018
  • Provided customers with product and service information primarily over email and live chats.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Assisted customers by answering questions, addressing concerns, refunds, claim and providing current account information.

Education

BBA - Business Management

Bangalore University
Bengaluru
06-2011

Skills

  • Team leadership
  • Quality management skills
  • Strong customer service skills
  • Fraud investigation expertise
  • AML compliance management
  • KYC compliance expertise

Timeline

Supervisor, Customer Support

PayPal India Pvt Ltd
03.2022 - Current

Internal Control Analyst

PayPal India Pvt Ltd
11.2020 - 02.2022

Customer Solutions Specialist

PayPal India Pvt Ltd
09.2018 - 10.2020

Senior Customer Service Agent

Groupon India
08.2017 - 08.2018

BBA - Business Management

Bangalore University

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Ritesh Kumar Singh