Summary
Overview
Work History
Education
Skills
Interests
Exploring customer experience trends, Public speaking and cricket
Software
Timeline
Generic

Ritik Pant

Team Leader
Gurgaon

Summary

Dynamic team leader with a proven track record, excelling in team management and process improvement. Successfully boosted team performance through strategic sales initiatives/customer experience and effective CRM enhancements. Adept at fostering collaboration and empowering team members, ensuring high-quality client service and satisfaction.

Overview

3
3
years of professional experience
2
2
Languages

Work History

Team Leader

Ileads
07.2024 - Current
  • Lead and managed a 10-member customer service chat team, ensuring optimal performance across key KPIs such as AHT (Average Handle Time), FRT (First Response Time), RT (Resolution Time), Concurrency, and SLA adherence.
  • Implemented performance monitoring and coaching frameworks, resulting in consistent improvement in customer satisfaction and operational efficiency.
  • Collaborated with cross-functional teams to streamline processes and reduce resolution time by identifying trends in customer queries.
  • Managed a voice-based outbound sales team, driving product sales through proactive engagement, upselling, and cross-selling strategies.
  • Worked closely with the digital marketing and Shopify teams to convert leads from Shopify and online marketing campaigns into successful sales, increasing revenue and customer retention.
  • Conducted regular training and performance reviews to enhance product knowledge, sales techniques, and customer handling skills among team members.
  • Analyzed team and individual performance metrics to optimize workload distribution and ensure continuous improvement.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Led weekly sales meetings to review performance metrics and develop action plans for continuous improvement.
  • Led regular team meetings to keep sales personnel motivated with tips, techniques and relevant information.
  • Implemented CRM system improvements that streamlined lead tracking and follow-up processes, leading to higher conversion rates.
  • Coordinated with internal stakeholders during product development phases to ensure smooth transition into the sales process.
  • Collaborated with cross-functional teams to create comprehensive sales plans for new product launches.

Assistant Team Leader

Kochar Infotech
01.2023 - 07.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Organized weekly team meetings to discuss projects, share updates, and address any challenges faced by the team.

Customer Service Executive

Digitech
03.2022 - 10.2022
  • Managed a database of leads, ensuring timely follow-up calls and accurate recordkeeping.
  • Utilized CRM tools effectively, maintaining accurate records of client interactions and updating information as needed for efficient workflow management.
  • Managed a portfolio of accounts, ensuring all renewals were completed accurately and on time.
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Achieved high call volume daily without sacrificing quality or attention to detail during each interaction.

Education

B.com - Commerce

MJPRU
Uttar Pradesh
04.2001 -

Skills

Team management

Interests

Exploring Customer Experience Trends

Public Speaking

Cricket

Exploring customer experience trends, Public speaking and cricket

I have a strong interest in understanding and staying updated with the latest developments in customer experience (CX). Public speaking is a passion that I’ve cultivated through team briefings, knowledge sharing sessions, and hosting internal training workshops and Cricket has taught me teamwork, discipline, and strategic thinking.

Software

SAN Software

Ameyo Dialer

Zendesk

Freshdesk

Shopify

CRM Tools

Timeline

Team Leader

Ileads
07.2024 - Current

Assistant Team Leader

Kochar Infotech
01.2023 - 07.2024

Customer Service Executive

Digitech
03.2022 - 10.2022

B.com - Commerce

MJPRU
04.2001 -

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Ritik PantTeam Leader