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
Jamshedpur01.2013
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
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