Ritvik Kalra
Gurugram
Summary
7+ years of expertise in Business Development, Key Accounts, International Sales, Social Media & Operations & Supply Chain || 3+ years of expertise in senior leadership role as a senior team leader in Operations & Client experience.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Key Account Customer Service Representative
Delhivery
Gurugram
05.2022 - Current
- Managing a portfolio of Enterprise clients with a revenue
of approx. 1.75cr - Intense & deep followup internally within the operations to streamline the client deliveries.
- Recognized with a recent R&R Spot award for being a "Pinnacle Problem Solver."
- Received appreciation from Major key clients,for successfully resolving critical escalations with Root Cause Analysis (RCA) and detailed investigations, leading to share of wallet growth for all accounts.
- Took a leadership role in internal team activities, including the maintenance of performance reports, clearance of client pendencies, and providing training to new team members.
- Conducted meetings with clients to discuss their objectives, challenges, and strategies.
- Provided weekly/monthly reports on account activity and performance metrics to stakeholders.
- Collaborate with internal stakeholders to maintain and increase performance of client accounts
SENIOR TEAM LEAD
Globiva Pvt Ltd
Gurugram
06.2021 - 05.2022
- MANAGING ENTIRE OPERATIONS FOR NEWLY LAUNCHED RBL BANK VIDEO CALLING KYC PROCESS WITH A TEAM STRENGTH OF MORE THAN 100 CALLING ASSOCIATES AND 4 SUPPORTING STAFF ASSOCIATES FOR PREMIUM BANKING CLIENT IN GLOBIVA
- Generated and shared comprehensive and detailed reports about team performance, mission related objectives and deadlines on weekly basis
- Preparing roaster planning, headcount and relative's dashboards as per the client requirements of more than 5 different campaigns
- Monitored operations to ensure employees followed relevant procedures and worked towards defined KPI targets
- Ensure to adhere proper discipline, compliance, schedule adherence and TOS of every associate
- Planning, managing and conducting hire process training, voice and accent training, soft skill training, refreshers and compliance training for different business in the organization
- Tactfully handled complaints from staff, management and clients using excellent problem solving and dispute resolution skills
- Maintaining team performance by tracking regular productivity, AHT, feedback session as RTA and constantly working the enhancement of their skills
- Completed audits and risk assessments to achieve regulatory compliance
- Integrated process improvements to optimize overall workflow and efficiency
- Ensure smooth delivery of senior management and client requirements
- Improved customer satisfaction and sales through considered coordination with colleagues, enhancing overall care and service
- Proactively solved complex operational problems, positively impacting business direction
- Inspired and motivated 100+ staff members to achieve KPIs
- Evaluated staffing gaps in skills and performance revenue, facilitating strategic decision making
- Collaborated with line managers on department performance and KPIs
- Best Team Leader award in OCT 21.
TEAM LEADER OPERATIONS
IO Digital
Ghitorni, New Delhi
12.2018 - 06.2021
- Have handling B2C Customer Service being associated with IO Digital and Superhighway Labs Pvt Ltd
- Taken inbound/outbound calls, handled live chats with customers, handled customer escalations and senior social escalations through e-mails and calls with 85-90% quality
- Sharing mis reports with allocated client's daily basis
- Handling the team of 20, as well as coaching, mentoring and training the team
- Creates, manages and monitor teams 'daily/weekly metrics on their mdi (managing for daily improvement) board
- Conducting quality assessments of agents/customers interactions (phone/e-mail/social media) to standards set by quality monitoring process
- Leading by example, continuously and consistently motivate and manage a customer service team
- Act as a point of contact in team manager absence
- Achieved 90% average customer satisfaction rating.
Business Development Executive
Just-dial Pvt Ltd
Noida, Uttar Pradesh
10.2016 - 12.2018
- MANAGED SALES CHANNELS FOR B2B AND B2C
- AND RESPONSIBLE TO ACHIEVE DAILY PRODUCTIVITY AND REVENUE TARGET UPTO MINIMUM ONE LAKH
- Achievements/tasks
- Lead generation and nurturing through emails and calls (outbound, inbound and manual)
- Meeting with prospective clients to enhance the base
- Increased customer retention by 25% across my client list
- Sells b2b products by establishing contact and developing relationships with prospects; recommending solutions
- Maintains relationships with clients by providing support, information, and guidance; researching and recommending new opportunities; recommending profit and service improvements
- Achieved the weekly targets in a high-pressure performance driven competitive environment
- Sales champion award in JFM 2017
- Digital payment champion award in JFM 2018.
Education
B.A. (Programme) - Philosophy, Political Science, Sociology, Literature, Globalization and Economics
Delhi University (School of Open Learning)
03.2021
Intermediate -
St. Marry's Academy
02.2015
Skills
- Key Account Management
- Microsoft Word
- Microsoft Excel
- Leadership
- Adaptability
- Deadline Achievement
- Empathy
- Patience
Certification
- Frankfinn institute of Cabin Crew Training
- Full professional Proficiency
City
Gurugram
Languages
- English
- Hindi
- Punjabi
Hobbies and Interests
- Web searching
- Gym and outdoor games
Timeline
Key Account Customer Service Representative
Delhivery
05.2022 - Current
SENIOR TEAM LEAD
Globiva Pvt Ltd
06.2021 - 05.2022
TEAM LEADER OPERATIONS
IO Digital
12.2018 - 06.2021
Business Development Executive
Just-dial Pvt Ltd
10.2016 - 12.2018
B.A. (Programme) - Philosophy, Political Science, Sociology, Literature, Globalization and Economics
Delhi University (School of Open Learning)
Intermediate -
St. Marry's Academy
Similar Profiles
Mayank NayyarMayank Nayyar
Technical Lead at DelhiveryTechnical Lead at Delhivery
Sarath S KumarSarath S Kumar
Station Manager at DelhiveryStation Manager at Delhivery
SUMIT KUMARSUMIT KUMAR
Director of Operations- Last Mile at DelhiveryDirector of Operations- Last Mile at Delhivery
RISHABH NEGIRISHABH NEGI
Warehouse Package Handler at DelhiveryWarehouse Package Handler at Delhivery
Amanjot Kaur LambaAmanjot Kaur Lamba
Workday Integration Consultant at AccentureWorkday Integration Consultant at Accenture