Summary
Overview
Work History
Education
Skills
Timeline
Generic
Ritesh Singh

Ritesh Singh

Greater Noida

Summary

Dynamic Senior Representative at Concentrix with expertise in helpdesk management and technical support. Achieved a 99% CSAT while streamlining ticket resolution processes and enhancing user productivity. Proven ability to collaborate effectively and communicate complex solutions, driving efficiency and customer satisfaction in fast-paced environments.

Overview

4
4
years of professional experience

Work History

Senior Representative - Real-Time Management (Helpdesk Analyst)

Concentrix
Noida
05.2024 - Current
  • Leveraged advanced enterprise tools like Enterprise Expert Portal, Salesforce, and ServiceNow to deliver seamless resolution of helpdesk tickets, enhancing system reliability and user productivity.
  • Streamlined resolution of system errors and access-related issues, ensuring rapid recovery and minimizing downtime for end-users.
  • Fostered cross-functional collaboration with US-based Level 2 teams to accelerate issue resolution, driving efficiency and reducing turnaround time.
  • Conducted high-stakes live Zoom sessions with stakeholders and technical teams, diagnosing and resolving complex issues with precision and speed.
  • Exemplified superior communication and analytical skills to deliver outstanding user support, consistently achieving high satisfaction ratings.

Customer Service Representative

Teleperformance
06.2025 - 03.2025
  • Maintained a CSAT of 99

Customer Service Representative

Concentrix
11.2021 - 12.2022
  • Responding to customer inquiries via chat, email, and call promptly and professionally
  • Resolving customer issues and answering their questions accurately and concisely.
  • Escalating complex customer issues to the appropriate department or supervisor.
  • Maintaining up-to-date knowledge of the company's products and services.
  • Keeping detailed and accurate records of customer interactions and transactions.
  • Providing feedback to management on customer satisfaction and areas for improvement.
  • Building positive relationships with customers to foster customer loyalty.
  • Adhering to company policies and procedures in all customer interactions.
  • Resolved customer inquiries and complaints related to delivery delays and food quality issues.
  • Coordinated with delivery agents to ensure timely dispatch and accurate order delivery
  • Utilized tracking tools to monitor orders and updated customers on progress or delays.
  • Investigated complaints, liaised with restaurants, and initiated refunds or re-orders when needed.
  • Communicated effectively across multiple channels to provide comprehensive support and ensure customer satisfaction.

Education

B.Com -

Kolhan University
Jamshedpur
01.2013

SSC -

JAC
01.2010

Secondary -

JAC
01.2008

Skills

  • Observation
  • Helpdesk management
  • ServiceNow
  • Technical support
  • Ticket resolution
  • Team collaboration
  • Process improvement
  • Decision making
  • Communication
  • Multi-tasking
  • Basic system troubleshooting
  • Familiarity with customer service software
  • Zendesk
  • Ability to multitask
  • Ability to work in a fast-paced environment

Timeline

Customer Service Representative

Teleperformance
06.2025 - 03.2025

Senior Representative - Real-Time Management (Helpdesk Analyst)

Concentrix
05.2024 - Current

Customer Service Representative

Concentrix
11.2021 - 12.2022

B.Com -

Kolhan University

SSC -

JAC

Secondary -

JAC
Ritesh Singh