RITU SOM
Operations Analyst
Bengaluru
Summary
Results-driven professional with expertise in customer service, operations, and client engagement. Proven ability to resolve customer issues efficiently, improve operational workflows, and enhance customer satisfaction. Adept at using CRM software, business communication, and problem-solving to support organizational goals. Seeking opportunities to leverage my experience in a dynamic work environment.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Operations Analyst
First Advantage
07.2022 - 08.2023
- Executed tasks efficiently under the guidance of Team Lead/Assistant Manager to align with company objectives
- Achieved daily, weekly, and monthly targets within set timeframes
- Provided detailed End-of-Day (EOD) reports to management
- Developed and implemented new operational procedures to enhance efficiency
- Conducted audits to ensure compliance with industry standards and company policies
- Analyzed data trends and provided insights for strategic decision-making
Senior Customer Service Associate
Firstsource
05.2021 - 06.2022
- Assisted patients nationwide with healthcare information and appointment coordination
- Provided 24/7 support for medical emergencies with prompt and empathetic assistance
- Acted as the primary liaison between patients and hospitals, ensuring seamless communication
Executive
Eco India Mobility & Hospitality Pvt Ltd
05.2019 - 04.2021
- Generated detailed reports with insights and recommendations for service improvements
- Identified and resolved operational discrepancies to ensure smooth workflow
- Managed customer concerns, ensuring satisfaction and repeat business
- Collaborated with operations teams to improve service quality and resolve issues effectively
- Built strong client relationships by understanding and meeting their specific needs
Operations Representative
Concentrix
11.2017 - 04.2019
- Provided excellent customer service by addressing client concerns efficiently
- Resolved conflicts through negotiation, ensuring positive outcomes
- Worked with technical teams to enhance operational efficiency and service quality
Education
Bachelor of Computer Applications -
Veer Bahadur Singh Purvanchal University (VBSPU)
UP 06.2016 - 12.2019
Skills
- Customer Relationship Management (CRM)
- Complaint Handling & Resolution
- Business Communication & Writing
- Live Chat & Email Support
- Telephone & Escalation Handling
- Process Optimization & Reporting
- Interpersonal & Client Engagement
- Data Analysis & Operational Audits
Disclaimer
I hereby declare that all the information provided above is true and correct to the best of my knowledge and belief.
Bengaluru,Karnataka
Timeline
Operations Analyst
First Advantage
07.2022 - 08.2023
Senior Customer Service Associate
Firstsource
05.2021 - 06.2022
Executive
Eco India Mobility & Hospitality Pvt Ltd
05.2019 - 04.2021
Operations Representative
Concentrix
11.2017 - 04.2019
Bachelor of Computer Applications -
Veer Bahadur Singh Purvanchal University (VBSPU)
06.2016 - 12.2019
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