Ritika Shukla
Customer Specialist
Gurgaon
Summary
Professional with 7 years of experience in delivering exceptional service across Airline, Banking, and E-commerce industries. Specializes in compliance management and quality assurance, driving customer satisfaction improvements. Experienced Senior Analyst at M&T Bank, leveraging Microsoft Excel and CRM-360 to streamline processes and enhance client interactions.
Overview
6
6
years of professional experience
Work History
Senior Analyst - Investment Banking
Anaptyss
09.2025 - Current
- Managed banking customer queries related to accounts, transactions, and cards.
- Maintained target AHT while ensuring high CSAT scores.
- Delivered first-contact resolution following banking SOPs and compliance.
Service Advisor
CALLBA
08.2022 - 07.2025
- Processed bookings, exchanges, and cancellations using Pegasus tools, ensuring accuracy and adherence to airline policies.
- Managed schedule changes, passenger check-ins, and ticket reissues to maintain operational efficiency.
- Coordinated reimbursements for cancelled or delayed flights, delivering prompt and customer-centric resolutions.
Service Advisor
Concentrix
08.2019 - 05.2022
- Managed daily banking service inquiries and card dispute resolutions using Pegasus tools, ensuring timely and accurate outcomes.
- Collaborated with MasterCard and internal security teams to investigate and resolve complex issues.
- Maintained high standards of data accuracy and ensured strict adherence to resolution compliance guidelines.
Education
MBA - Operation & Product Management
SGVU University
Jaipur, 04.2001 -
Skills
Zendesk, Citrix, BT Genesis
Salesforce & CRM-360
GDS, Sabre & Nomad
MSOffice
Timeline
Senior Analyst - Investment Banking
Anaptyss
09.2025 - Current
Service Advisor
CALLBA
08.2022 - 07.2025
Service Advisor
Concentrix
08.2019 - 05.2022
MBA - Operation & Product Management
SGVU University
04.2001 -
Awards & Honors
CR BLITZ Campaign - Thrice in CALLBA.