Ritik Basman

• Enhanced customer satisfaction by addressing and resolving customer inquiries and complaints in a timely manner.
• Managing high call volume while maintaining exceptional service.
• Collaborated with team members to improve overall performance, sharing best practices and pooling resources for optimal results.
• Surpassed performance metrics in key areas such as average handle time, quality assurance scores, and resolved cases per day.
• Achieved multiple monthly and quarterly R&R for CHT and CFR
• Trendsetters Award holder for Highest goal V2A

• Contact the customers for Bell Canada and confirm the appointment for the installation of the services like TV, Internet & Home Phone
• (Upselling promotions)

Sr. Customer Service Representative

October 2021 - August 2022

• Worked for Vegas an inbound voice process
• Provided first call resolution to the customers of a financial based institution with all their credit card related concerns such as summary of their account, reporting their card lost/stolen, payments, statement explanation, transferring calls to corporate office if required and more
• Moved to escalations gate in June 2022; Served escalation calls till August 2022.

Process Trainer

September 2022 - August 2023

• Tracking the progress of new hires day to day improvement and analyzing on the basis of Attitude, Skill, Knowledge.
• Trained 9 new hire batches in the tenure of 11 months.
• Updating the daily pulse report and sharing regularly with the management.
• Provided one-on-one mentoring to help individuals reach their full potential within the organization.
• Coached employees on best practices, providing constructive feedback to support their professional growth.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Improved learning outcomes with application of adult learning principles in all training programs.