Ritesh Pillay

Projects:

· Keeper-Security Application: Developed and managed Keeper, the world's most popular password security and management software for both mobile and desktop platforms.

· Toyota Ad-Planner Support: Provided semi-voice support for Toyota AdPlanner, a subsidiary of Toyota Motors in the USA, utilizing Zendesk as a customer service portal. Managed calls and tickets from Toyota dealers nationwide regarding ad campaigns and product launches.

· Sunferry Travels: Facilitated executive tours for German and Swiss nationals as part of Sunferry, a leading travel and tourism company based in Germany. Managed contracts with world-renowned hotels and resorts, meticulously extracting and organizing information from PDF contracts into Excel sheets for website publication.

· CWT RoomIt Collections: Managed hotel commissions for pending transactions at CWT, a prominent travel management company. Utilized communication channels such as phone and email to liaise with hotels, resulting in the successful collection of $7 million USD over two years.

Roles & Responsibilities:

· Leadership in Training and Development: Led coaching, mentoring, and training initiatives for junior team members, enhancing their effectiveness in assigned roles.

· Performance Management: Oversaw staff performance utilizing a comprehensive approach involving observation, audits, and detailed reporting.

· Strategic Planning and Implementation: Engineered strategies to elevate customer service standards, boost productivity, and optimize operational efficiency.

· Continuous Improvement and Feedback: Conducted regular performance evaluations and provided constructive feedback to facilitate continuous improvement among team members.

· Problem-Solving and Conflict Resolution: Offered guidance to resolve intricate issues or customer complaints, leveraging strong problem-solving skills.

• Managed BrightLife Orderline process, ensuring project quality surpassed SLA targets with first call resolution.
• Provided exceptional customer service, addressing inquiries and resolving issues to achieve high satisfaction levels.
• Handled order placement, status updates, and problem resolution, enhancing overall customer experience.