Ritika Yadav
Customer Specialist Expert
Faridabad
Summary
Quality Assurance Manager experienced in overseeing QA operations, policies, and procedures while hiring and developing team members. Delivered high-quality inspections and training programs, managing multiple projects with precision. Freight Broker skilled in analyzing transportation and oversize load cargo, monitoring market trends for accurate pricing, and fostering long-term client relationships.
Overview
18
18
years of professional experience
Work History
Freight Broker Dispatch
Wayfarer (Nexon Transportation)
02.2026 - 05.2026
- Optimized routing options, minimizing transit times and reducing costs for customers.
- Expanded the company''s network of reliable carriers, improving overall operational efficiency.
- Monitored status of shipments and trucks during deliveries.
- Secured repeat business through consistently meeting or exceeding client expectations regarding both pricing and delivery times.
- Collaborated with sales teams to identify new business opportunities and grow existing accounts.
- Developed strong relationships with carriers and shippers, fostering trust and loyalty.
Sr Quality Analyst and Product Trainer
Methodworks
10.2023 - 02.2026
- Streamlined quality assurance processes by developing comprehensive test plans and checklists, improving testing efficiency.
- Enhanced customer satisfaction by conducting root cause analyses and implementing corrective actions for reported issues.
- Leveraged strong analytical skills in monitoring performance statistics against established benchmarks, identifying opportunities for targeted improvements in specific areas.
- Trained new hires to perform cross-training exercises with experienced workers.
- Customized leadership development programs for emerging leaders, preparing them for future managerial roles.
Quality Assistant Manager
Personiv Contact Centres India Pvt Ltd
07.2018 - 05.2023
- Worked as Quality Analyst before being promoted as an Assistant Manager.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Facilitated meetings to communicate team performance goals, fostering alignment and accountability.
- Facilitated meetings to communicate team performance goals and results.
- Supervised day-to-day operations, ensuring adherence to performance, quality, and service standards.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Implemented staff training programs to enhance product knowledge and elevate customer service skills.
Customer Service Specialist
Global Solutions LLC
07.2016 - 05.2018
- Resolved customer complaints and mitigated dissatisfaction through timely, effective solutions.
- Collected payment and relevant customer information to accurately process orders.
- Provided primary customer support to internal and external customers.
- Delivered primary customer support to internal and external customers, ensuring their needs were met.
Senior Customer Care Professional
American Express Gurugram
09.2015 - 05.2016
- Resolved customer inquiries and complaints with professionalism, enhancing overall satisfaction.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Greeted customers and listened closely to problems described to determine solutions.
- Addressed customer needs through effective service and prompt problem-solving, ensuring timely resolutions.
- Took cash and credit card payments via phone, in person, and through email.
- Informed clients about account services, statements, and balances, fostering transparent communication.
- Cross-trained staff in various roles to enhance team flexibility.
Senior Customer Service Associate
WNS Global Services
05.2010 - 02.2011
- Assisted the customer service manager with complaints and issues during department short staffing.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Employed active listening to identify customer needs and deliver tailored solutions.
- Managed customer inquiries and complaints professionally, enhancing customer satisfaction.
- Escalated issues to proper supervisors when standard processes were not effective.
- Processed cash and credit card payments through various channels, including phone and in-person transactions.
- Welcomed customers warmly and actively listened to their issues to identify effective solutions.
Front Office Executive
Indus Law
08.2008 - 03.2010
- Scheduled meetings, coordinated with invitees and organized logistics, technology and refreshments for executive management and customers.
- Streamlined operations by reviewing administrative functions for process improvements.
- Coordinated office activities and operations, secured compliance to company policies and welcomed, screened and routed guests.
- Arranged and executed major corporate and sales meetings annually and secured solid and professional business commitments from top quality venues and vendors.
- Maximized sound operations and continually reviewed administrative functions for potential process improvements.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Coordinated office activities, ensured compliance with company policies, and managed guest reception.
- Oversaw agendas, arranged travel, and scheduled appointments for upper management.
Education
High School Diploma -
Delhi Public School
Greater Noida, IndiaBachelor of Arts - Tourism Studies
Indira Gandhi National Open University
New DelhiSkills
- Freight tracking systems
- Domestic shipping
- Logistics management
- Freight cost analysis
- Quality assurance background
- Project Management
- Operations management
- Team leadership
- Employee supervision
- Customer engagement
- Data entry
- Coaching and mentoring
Timeline
Freight Broker Dispatch
Wayfarer (Nexon Transportation)
02.2026 - 05.2026
Sr Quality Analyst and Product Trainer
Methodworks
10.2023 - 02.2026
Quality Assistant Manager
Personiv Contact Centres India Pvt Ltd
07.2018 - 05.2023
Customer Service Specialist
Global Solutions LLC
07.2016 - 05.2018
Senior Customer Care Professional
American Express Gurugram
09.2015 - 05.2016
Senior Customer Service Associate
WNS Global Services
05.2010 - 02.2011
Front Office Executive
Indus Law
08.2008 - 03.2010
High School Diploma -
Delhi Public School
Bachelor of Arts - Tourism Studies
Indira Gandhi National Open University