Ritika Deswal
Delhi
Summary
5+ years of experience with Fin-tech startup along with mobile based application. Handled Mutual funds customer experiences along with developing the product knowledge around business functions.
Presently Monitoring team capabilities, analyzing areas for improvement and providing training and development opportunities to underachievers. Excellent trainer and mentor and builds positive rapport, inspires trust and guides teams toward achievement of organizational goals. Reliable and collaborative person and looking for a role that provides opportunity for high levels of responsibility.
Overview
6
6
years of professional experience
Work History
Team Lead - Quality Assurance
ET Money
Gurugram
07.2022 - Current
- Audit customer service agents' interactions with customers to measure performance against quality standards, including subjective components such as soft skills and courtesy.
- Identify areas for improvement and offer training programs to increase performance.
- Record and provide structured feedback and recommendations; verbal and/or written
- Identify training needs and organize training interventions to meet quality standards and enable knowledge retention, good behaviors & skills practices and reduce negative customer experience and improve customer satisfaction
- Schedule calibration session with Team Leads and Manager.
- Communicated between product owners and developers to clarify features.
- Trained new team members by relaying information on company procedures and safety requirements
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Ensure that Customer Satisfaction sees surge.
Senior Quality Analyst
ET Money
Gurugram
07.2021 - 07.2022
- Responsible for monitoring emails for quality assurance purposes.
- Identify key behaviors that drive or reduce quality of service and customer satisfaction.
- Monitor at least 5 emails/per day /per person.
- Analyze trends, if any, while giving feedback and maintain track record of all feedback and share with respective team members in presence of their team lead/Reporting Manager every week.
- Sharing Weekly/Monthly Agent-wise Reports with their Reporting Manager.
- Analyze data and initiated improvements to increase performance.
- Monitored KPIs to proactively address bottlenecks and quality issues
Senior Customer Experience Specialst
ET Money
Gurugram
07.2019 - 06.2021
- Answered customer queries mainly through mailing process
- Coordinated with operations and technical departments to resolve customer issues on priority basis.
- End-to-end Follow-up and resolution of all investors/customer queries received over email.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Increased customer satisfaction by resolving issues
- Offered friendly and efficient service to customers, handled challenging situations with ease
Customer Experience Specialist
ET Money
Gurugram
10.2017 - 06.2019
- Resolved customers' issues related to investments to encourage good customer relationships.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Promptly responded to inquiries and requests from prospective customers
COMPUTER AGE MANAGEMENT SERVICES(CAMS)
HDFC Mutual Fund(Customer Service Executive)
New Delhi
10.2016 - 09.2017
- Offered Client services in Mutual Fund department
- Handled queries of investors as well as distributors of HDFC Mutual funds over calls and emails regarding investments and all other financial and non financial transactions related to mutual funds.
- Coordinated between CAMS front office, back end offices and Mutual Fund branches.
Education
MBA - Finance And HR
Amity University
Noida2015
Bachelor of Commerce - Accounts, Business Administration
Delhi University
New Delhi2012
12th -
Notre Dame School, NTPC, Badarpur
New Delhi2009
10th -
Cosmos Public School
New Delhi2007
Skills
- Team-Building Exercises
- Team Monitoring
- Efficient and Detail-Oriented
- Adept Multitasker
- Process approach
- Mentoring and Training
- Committed to quality assurance
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Additional Information
- Religion - Hindu
- Marital Status - Married
- Birth Place - New Delhi
Sofware
- WORD
- EXCEL
- POWERPOINT
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Rule No. 1: Never lose money. Rule No. 2: Never forget rule No.1
Warren Buffett
Timeline
Team Lead - Quality Assurance
ET Money
07.2022 - Current
Senior Quality Analyst
ET Money
07.2021 - 07.2022
Senior Customer Experience Specialst
ET Money
07.2019 - 06.2021
Customer Experience Specialist
ET Money
10.2017 - 06.2019
COMPUTER AGE MANAGEMENT SERVICES(CAMS)
HDFC Mutual Fund(Customer Service Executive)
10.2016 - 09.2017
MBA - Finance And HR
Amity University
Bachelor of Commerce - Accounts, Business Administration
Delhi University
12th -
Notre Dame School, NTPC, Badarpur
10th -
Cosmos Public School