Ritu Bharangar

• Drive operational excellence and client satisfaction at Concentrix by leading high-performing teams, optimizing daily KPIs, and executing strategic workforce planning
• Performance Management & Reporting: Monitoring daily KPIs, generating performance reports, and conducting Weekly/Monthly Business Reviews (WBR/MBR) with clients to discuss performance and strategies.
• Team Leadership & Development: Leading, coaching, and motivating supervisors and agents to meet productivity targets, manage staffing levels, and reduce absenteeism/attrition.
• Process Improvement: Identifying bottlenecks, streamlining operational workflows, and implementing best practices to improve efficiency and reduce costs.
• Client Relationship Management: Serving as the key liaison between the BPO and the client, ensuring service quality meets or exceeds expectations.
• Compliance & Risk Management: Ensuring all operations comply with internal policies, legal regulations, and data security standards.
• Operational Planning & Strategy: Managing resource allocation, capacity planning, and aligning day-to-day operations with long-term company goals.
• Escalation Handling: Resolving complex, high-level client or customer issues that escalated beyond the supervisory level.

• Supported high-volume referral-based recruitment and onboarding initiatives during organizational expansion, contributing to efficient talent acquisition and workforce growth.
• Coordinated the end-to-end recruitment process, including interview scheduling, stakeholder communication, and maintaining accurate candidate tracking systems and hiring reports.
• Conducted new employee orientation and induction sessions, ensuring smooth onboarding and alignment with company policies, culture, and expectations.
• Ensured complete compliance with onboarding documentation and background verification processes through systematic follow-ups with candidates and verification vendors.
• Designed and administered knowledge assessments for existing employees to measure training effectiveness and identify skill gaps for continuous development.
• Partnered with cross-functional teams, trainers, and business stakeholders to plan and deliver learning and development initiatives aligned with organizational goals.
• Delivered an exceptional candidate experience through proactive communication, timely updates, and consistent follow-ups throughout the recruitment lifecycle.

• Delivered consultative sales by aligning customer needs with the right automotive solutions.
• Recommended suitable new and used car models based on customer needs.
• Conducted product demonstrations and feature comparisons.
• Managed used car listings and customer follow‑ups.
• Handled inbound inquiries ensuring high customer satisfaction.

• Provided reliable technical support ensuring smooth IT operations for global clients.
• Delivered technical support for Air Canada Airport via calls, email, and chat.
• Managed Active Directory accounts and password resets.
• Diagnosed hardware, network, and system issues.
• Logged tickets, performed troubleshooting, and coordinated technician dispatch.

• Consistently achieved sales targets while maintaining strong customer relationships.
• Processed credit card applications and credit limit setup.
• Achieved sales targets through proactive calls and promotions.
• Handled customer queries, complaints, and account changes.
• Prepared MIS reports and monitored transaction activities.

• Ensured accurate billing operations while supporting efficient back‑office processes.
• Processed gas and electricity billing based on customer usage.
• Coordinated with suppliers such as British Gas for meter readings.
• Handled customer enquiries and operational support tasks.
• Prepared daily work plans and trained new hires.

• Focused on student well‑being and academic development through counselling and guidance.
• Provided student counselling and family support services.
• Connected families with specialized referral agencies.
• Explained academic performance insights to parents and staff.
• Maintained student records and coordinated staff‑parent meetings.

Developed standard operating procedures for examination cycles to cut delays.

• Applied confidentiality protocols and risk-mitigation steps to prevent data leaks.
• Aligned testing cycles with educational board and institutional compliance requirements.