Ritika Pal

Lead Customer Service Specialist

Bangalore

Summary

Highly skilled and experienced Customer Specialist Lead with a strong focus on email and chat support. Proven track record of 6+ years in effectively managing and leading teams to deliver exceptional customer service. Exceptional communication skills, both written and verbal, enabling to provide personalized and empathetic interactions. Adept at handling complex customer inquiries and resolving escalated issues promptly. Committed to optimizing processes and improving customer satisfaction through efficient email and chat support strategies. Strong leadership abilities, mentoring and coaching team members to achieve performance targets and exceed customer expectations. Proficient in various customer support tools and CRM systems. Dedicated to providing seamless customer experiences and fostering long-term customer loyalty.

Overview

years of professional experience

years of post-secondary education

Languages

Work History

Lead Customer Service Specialist

Lastminute.com

Bengaluru

11.2021 - 04.2023

Team Management: I was leading sizable team of customer support representatives, guiding and mentoring them to ensure they meet performance targets and deliver outstanding customer experiences. This involves setting goals, providing regular feedback, conducting performance evaluations, and facilitating training or coaching sessions.
Quality Assurance: I was responsible for maintaining high-quality standards in customer interactions. This includes monitoring and evaluating customer support interactions through email and chat, identifying areas for improvement, and implementing training programs to enhance team's performance.
Escalation Handling: I had to deal with complicated or challenging consumer concerns. I was handling these escalations, providing prompt and effective resolutions to ensure customer satisfaction. This involved collaborating with other departments or senior management to address customer concerns.
Customer Feedback: I had to actively gather customer feedback which was crucial to improving customer satisfaction. I had establish mechanisms for collecting customer feedback, monitor customer satisfaction ratings, and implement strategies to address feedback and enhance overall customer experience.
Process Improvement: As Customer Support Lead, I had to continuously assess and improve customer support processes. This includes identifying bottlenecks or inefficiencies and implementing solutions to streamline workflows, enhance productivity, and improve overall customer experience.
Staying Up-to-Date: Keeping up with industry trends, customer service best practices, and emerging technologies was essential. I had to stay informed about new tools and techniques that can improve customer support efficiency and proactively implement them among my team.

Customer Service Executive

Indigo Airlines (Interglobe Aviation Limited)

Patna

09.2016 - 10.2021

Customer Support: My primary responsibility was to handle escalated customer inquiries, complaints, and complex issues. I had to interact with passengers through various channels such as phone, email, and in-person, providing prompt and effective resolutions while maintaining a positive and empathetic attitude.
Crisis Management: In the event of flight disruptions, delays, cancellations, or other unforeseen circumstances, I had to lead my team in handling customer inquiries, managing rebooking or alternative travel arrangements, and providing updates and support during challenging situations.
Customer Experience Enhancement: I had to actively develop strategies to enhance the overall customer experience. Which included analyzing customer feedback, identifying pain points, and collaborating with other departments to implement improvements in processes, policies, and services.
Training and Development: I had to conduct training sessions for my team to ensure they have a thorough understanding of airline products, services, policies, and procedures. Ongoing training focuses on customer service skills, conflict resolution, and keeping them up-to-date with industry regulations.
Continuous Improvement: I had to proactively identify opportunities for process improvement, cost reduction, and service optimization. which involved analyzing data, conducting root cause analysis, and implementing changes to enhance efficiency and effectiveness in customer service operations.
Crisis Communication: In the event of emergencies, I had to collaborate with relevant stakeholders, such as operations, safety, and public relations, to develop and execute effective crisis communication plans. I had to ensure accurate and timely information is communicated to affected passengers, maintaining transparency and empathy.
As a Customer Service Officer in the airline industry, my focus was on ensuring exceptional customer service, managing a team effectively, and contributing to the overall success and reputation of the airline by providing a positive travel experience for passengers.

Education

Bachelor of Science - Zoology

Magadh University

Patna

09.2014 - 04.2017

Skills

Strong Critical Thinking Skills

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Software

Customer Support Platform: Proficient in using CRM software like Salesforce, HubSpot, Zoho CRM, or similar platforms which had the ability to access customer information, update records, and utilize CRM features to enhance customer interactions and track customer engagement

Live Chat Platform: Worked with live chat software and tools such as LiveChat, Intercom, and have the ability to effectively engage with customers in real-time chat conversations, provide assistance, and resolve issues promptly

Email Management System: Experience with email management systems like Outlook, Gmail Competent in managing high volumes of customer emails, prioritizing responses, and maintaining organized email threads

CRM: Proficient in using CRM software like Salesforce, HubSpot, Zoho CRM, or similar platforms which had the ability to access customer information, update records, and utilize CRM features to enhance customer interactions and track customer engagement

Productivity Tools: Proficiency in productivity tools such as Microsoft Office Suite (Word, Excel, PowerPoint), Google Workspace (Docs, Sheets, Slides), or similar applications Ability to create professional documents, reports, and presentations for internal and external use

Timeline

Lead Customer Service Specialist

Lastminute.com

11.2021 - 04.2023

Customer Service Executive

Indigo Airlines (Interglobe Aviation Limited)

09.2016 - 10.2021

Bachelor of Science - Zoology

Magadh University

09.2014 - 04.2017