Summary
Overview
Work History
Education
Skills
Timeline
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RITU KUMARI

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

3
3
years of professional experience

Work History

Amazon Customer Service

Concentrix Daksh India Pvt. Ltd.
05.2021 - 07.2022
  • Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
  • Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
  • Assisted customers in navigating the company website or mobile app for self-service options when applicable.
  • Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.

Flipkart Customer Service

Tech Mahindra
08.2022 - 12.2022
  • Enhanced customer experiences by providing timely and accurate information on products and services.
  • Reduced call wait times by implementing effective call routing strategies, enhancing customer satisfaction.
  • Identified trends in customer concerns, proactively addressing common issues before escalation.
  • Managed timely and effective replacement of damaged or missing products.

Trust and Safety Analyst

Genpact Pvt Ltd.
01.2023 - Current
  • Monitored and reviewed user content across various platforms to identify CSAM and other prohibited material
  • Enforced community guidelines and trust and safety policies to maintain a secure online environment
  • Assisted in the development and updating of content moderation policies and procedures
  • Responded to user reports and escalated critical incidents to the appropriate channels
  • Generated regular reports on content review metrics and findings
  • Conducted detailed reviews of user-generated content to identify and remove CSAM
  • Implemented trust and safety policies to ensure compliance with legal regulations and community guidelines
  • Collaborated with law enforcement agencies and other stakeholders to report and mitigate risks
  • Utilized advanced moderation tools to track and document incidents of harmful content
  • Provided training and support to new team members on best practices for content moderation.

Education

Bachelor of Arts - English Honours

St Paul's College
Ranchi
07.2021

Higher Secondary

Ursuline Inter College
Ranchi
06.2018

Secondary Education

Model School
Jaldega Simdega
06.2016

Skills

  • CSAM Content Review
  • Trust and Safety Policy Enforcement
  • Online Content Moderation
  • Data Privacy and Compliance
  • Communication and Collaboration
  • Use of Moderation Tools
  • Call center experience
  • Complaint Handling
  • Patience Maintenance
  • Issue and Complaint Resolution

Timeline

Trust and Safety Analyst

Genpact Pvt Ltd.
01.2023 - Current

Flipkart Customer Service

Tech Mahindra
08.2022 - 12.2022

Amazon Customer Service

Concentrix Daksh India Pvt. Ltd.
05.2021 - 07.2022

Bachelor of Arts - English Honours

St Paul's College

Higher Secondary

Ursuline Inter College

Secondary Education

Model School

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RITU KUMARI