Rituraj Tiwari
Senior Executive- Operations
Gurugram
Summary
Professional Summary
Client Operations and Customer Experience professional with 5+ years of experience supporting global platforms and enterprise clients in blended service environments (chat, email, and voice). Skilled in issue resolution, payment dispute management, account security investigations, and escalation handling while maintaining operational quality and customer satisfaction. Proficient in Salesforce CRM, AWS support tools, Microsoft Excel, and AI-assisted communication workflows.
Overview
7
7
years of professional experience
Work History
Senior Executive- Operations
IEnergizer
08.2024 - Current
- Managed high-volume inbound and outbound interactions for telecom and broadband customers, resolving billing, service, and technical concerns.
- Delivered end-to-end issue resolution while maintaining strong customer satisfaction and service quality standards.
- Achieved key operational metrics, including AHT targets, QA scores, and reduced repeat contact rates.
- Collaborated with internal teams, and followed escalation protocols to resolve complex customer issues efficiently.
Senior Representative- Operations
Concentrix
11.2018 - 10.2022
- Delivered multi-channel customer support (chat, email, and voice) for Uber platforms, resolving ride disputes, payment concerns, account security issues, and delivery-related complaints, while maintaining high service standards.
- Investigated complex cases, including unauthorized transactions, duplicate accounts, fare disputes, and driver-partner escalations, ensuring accurate resolutions and adherence to platform policies.
- Selected to support Uber for Business, managing enterprise client accounts, and assisting organizations such as Amazon, Facebook, and Google with ride transactions, payment administration, and account management using Salesforce, AWS, and internal CRM tools.
Education
MBA - Marketing Management And Research
Indus Business Academy
Plot No. 44, Knowledge Park III, Greater Noida 04.2001 -
Bachelor of Computer Applications - Computer And Information Systems
Rajiv Gandhi Proudyogiki Vishwavidyalaya (R.G.P.V)
Bhopal, India 04.2001 -
Skills
Key Skills
Customer Operations: Blended Support (Chat, Email, Voice), Issue Resolution, Escalation HandlingCustomer Experience: Payment Disputes, Account Security, Fraud Investigation, Service RecoveryClient Support: Enterprise Client Assistance, Customer RetentionTools & Systems: Salesforce CRM, AWS Support Tools, CRM/Ticketing Systems, Microsoft ExcelAI & Digital: AI Prompt Writing, AI-Assisted Customer Communication
Timeline
Senior Executive- Operations
IEnergizer
08.2024 - Current
Senior Representative- Operations
Concentrix
11.2018 - 10.2022
MBA - Marketing Management And Research
Indus Business Academy
04.2001 -
Bachelor of Computer Applications - Computer And Information Systems
Rajiv Gandhi Proudyogiki Vishwavidyalaya (R.G.P.V)
04.2001 -