Ritu Sharma
New Delhi
Summary
Customer Service Representative with a strong background in delivering high-quality, concierge-level support in fast-paced environments. Proven expertise in problem-solving, live chat, call support, basic troubleshooting, and handling escalations, ensuring exceptional customer experiences. Skilled in multitasking, team collaboration, and providing efficient resolutions across various platforms. Adept at learning new technologies and adapting to dynamic environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
CUSTOMER CARE ASSOCIATE
WNS Global Services
Gurgaon
03.2023 - 08.2024
- Delivered exceptional service in a US-based Delta Airlines chat process, ensuring swift and accurate responses to customer inquiries.
- Assisted passengers with flight reservations, ticketing, and check-ins, contributing to a seamless travel experience.
- Resolved complex issues like flight cancellations, rebookings, and baggage concerns, ensuring minimal disruption.
- Worked collaboratively with backend teams to handle escalations and ensure customer satisfaction.
- Utilized LiveEngage for real-time passenger chat support, ensuring fast and accurate responses.
- Managed AXIS, Delta's internal tool, for PNR modifications, reservations, and handling ticket-related inquiries.
- Referred to Knowledge Master, an internal knowledge base, for quick, accurate information to resolve customer issues.
SALE SUPPORT & CUSTOMER CARE EXECUTIVE
TLC DIGITECH PVT. LTD.
11.2018 - 09.2022
- Supported JW Marriott Hotel loyalty programs across PAN India, enhancing guest experiences with prompt, professional service.
- Handled guest inquiries, complaints, and special requests, ensuring positive outcomes and memorable stays.
- Managed escalated issues with professionalism, securing swift resolutions and positive feedback.
- Handled inbound calls related to loyalty program members facing issues, ensuring timely and effective resolutions.
- Worked with Salesforce to verify user details and track interactions for accurate, personalized service.
Education
B.Com. -
M S University
Tamil Nadu01.2012
B.Com -
University of Delhi
01.1998
XII & X -
CBSE
New DelhiSkills
- Active Listening & Communication
- Adaptability & Flexibility Empathy & Conflict Resolution
- Live Chat & Email Support
- Basic Windows Troubleshooting (in progress)
- Customer Issue Escalation Handling
- Multitasking in Fast-Paced Environments
- Team Collaboration
- Microsoft Teams
- Help Desk Support
- Problem-Solving & Critical Thinking
- Time Management & Prioritization
- Fast Learner with Growth Mindset
Certification
Certificate of Achievement — Delta Airlines (July 2023): Awarded for successfully exceeding KPI goals
Timeline
CUSTOMER CARE ASSOCIATE
WNS Global Services
03.2023 - 08.2024
SALE SUPPORT & CUSTOMER CARE EXECUTIVE
TLC DIGITECH PVT. LTD.
11.2018 - 09.2022
B.Com. -
M S University
B.Com -
University of Delhi
XII & X -
CBSE
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