Summary
Overview
Work History
Education
Skills
Timeline
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RITIKA GROVER

Delhi

Summary

A talented, skilled, and accomplished Assistant Manager - Digital Marketing with 10 Years of working experience and diverse knowledge in Google Ads, Bing, Social Media and Market research on industry trends and development for product enhancement. Passionate about providing high quality, cutting edge research as per the scope of the project. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.

Overview

14
14
years of professional experience

Work History

Deputy Manager

WNS Global Consulting
11.2018 - 04.2024
  • Handled an average Team of 20+ employees including executives and SME's
  • Handled operations for Google Ads for the North American market & India Market.
  • Responsible for driving sales through inbound and out-bound tele calling.
  • Ensuring that the daily/weekly and monthly targets are met by the sales teams.
  • Work closely with the Client on various projects.
  • Cross-team connect for trainings and penetration on
    specific product based on client demand.
  • Ensuring that executives in all teams have their performance as week on week requirement to hit the target.
  • Mentoring & grooming new team leads / SME on team handling skills along with a performance driven focused
    approach using various data points
  • Ensuring that the hiring needs are met on time with the best available resources/Talent..
  • Partner with customer experience team to ensure that all the customer’s expectations are met regarding
    what was promised during the sales call and what was finally delivered.
  • Ensuring all customers' complaints are attended to with the best possible solution.
  • Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
  • Fostered a culture of continuous improvement by encouraging employees to share ideas on how to enhance their roles or the overall business operations.
  • Evaluated employee performance regularly using well-defined criteria, recognizing top performers and addressing underperformance proactively.
  • Led successful sales campaigns that resulted in significant revenue growth for the organization over time.
  • Implemented new systems for tracking key performance indicators, resulting in improved decision-making capabilities.
  • Oversaw daily operations of the department, ensuring maximum productivity and adherence to company policies.
  • Mentored junior staff members on best practices for project management and team collaboration skills, fostering a supportive work environment.
  • Improved team efficiency by streamlining processes and implementing innovative management strategies.
  • Introduced new methods, practices, and systems to reduce turnaround time.

Process Specialist - Lead

Cognizant
06.2017 - 11.2018
  • Campaign management for a quarter with ROI Based Goals.
  • Proactively monitor campaign pacing and performance, ensuring accurate and timely delivery.
  • Weekly and monthly internal and client calibrations.
  • Daily Reporting to the management as well as to Google Managers.
  • Certified of all Google Trainings.

Process Associate

BRITISH TELECOM
07.2015 - 10.2016
  • Blended Process of emails and calls with the engineers and customers.
  • Preparing two hourly, daily, weekly, monthly of productivity, quality & performance reports.
  • Organising weekly calibrations with Associates.
  • Assisting to customer’s issues within SLA.
  • Worked on Real Time Tickets raised by the engineers and consumers.
  • Excellent Email writing etiquettes.

Senior Quality Analyst

ECLERX Pvt LTD
03.2012 - 06.2015
  • Monitoring live as well as recorded calls for Comcast agents on various and latest monitoring tools.
  • Handling internal and client calibrations every week.
  • Team briefing and team calibrations on daily basis.
  • One on one feedback as well as written feedbacks to the agents on daily basis.
  • Identified process inefficiencies through gap analysis.
  • Recommended operational improvements based on tracking and analysis.
  • Prepared reports and communications for senior managements and clients.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Met or exceeded service and quality standards every review period.
  • Provided accurate, specific and timely performance feedback for CSRs.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Fostered and environment which encouraged continual process improvements.

Quality Analyst

HYPER-QUALITY
10.2010 - 05.2011
  • Monitoring recorded calls on auditing tools.
  • Feedback provided through client’s framework.
  • Handling internal and client calibrations.
  • Adhered to all confidentiality requirements at all times.
  • Met all guidelines including SLAs and productivity.
  • Identified individual development needs with appropriate training.
  • Maintained up-to-date knowledge of product and service changes.

Senior Customer Service Executive

CONVERGYS
01.2010 - 10.2010
  • Effectively managed a high volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Defused volatile customer situations calmly and courteously.
  • Resolved service, pricing, technical problems for customer by asking clear and specific questions.
  • Analysed call volume and AHT to monitor customer service Rep.
  • Performance and productivity.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Met service and quality standards every review period.
  • Salesforce Management -.
  • Data Analysis, Report generation and dashboards creation through CRM tool like Salesforce ACADEMIC AWARDS / CONTRIBUTIONS.
  • Awarded “Spotlight” Award for showing excellent performance in Google Adwords.
  • Awarded “Star Performer” for consecutive quarter in British Telecom.

Education

Master of Arts - ENGLISH

IGNOU, Delhi University
New Delhi, DL

Bachelor of Arts - English

Delhi University, Kalindi College
New Delhi, DL

12th -

J.L D.A.V Public School
New Delhi, DL

Skills

Google Ads

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Timeline

Deputy Manager

WNS Global Consulting
11.2018 - 04.2024

Process Specialist - Lead

Cognizant
06.2017 - 11.2018

Process Associate

BRITISH TELECOM
07.2015 - 10.2016

Senior Quality Analyst

ECLERX Pvt LTD
03.2012 - 06.2015

Quality Analyst

HYPER-QUALITY
10.2010 - 05.2011

Senior Customer Service Executive

CONVERGYS
01.2010 - 10.2010

Master of Arts - ENGLISH

IGNOU, Delhi University

Bachelor of Arts - English

Delhi University, Kalindi College

12th -

J.L D.A.V Public School

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