Ritwiz Bhanu

Joined Capita India Private Limited on February 24, 2022, as a customer service representative via web chat. I am still working with Capita at my full capacity.

• Handling dual chats.
• Managing 50 to 60 chats in a day.
• Resolved customer complaints in a timely manner while maintaining a positive attitude.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Recommended improvements in products, service and billing methods to management to prevent future problems.
• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
• Promoted available products and services to customers during service, account management and order calls.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

1. Joined Tech Mahindra Business Services Ltd on February 13, 2020. Worked with three processes as a Customer Relations Advisor. Left Tech Mahindra Business Services Ltd. on February 4, 2022.

Job Responsibilities:

• Managing inbound calls.
• Upgrading or canceling the customer’s account.
• Helping the team achieve the daily and monthly targets.
• Evaluated benefits for each caller to determine service needs and address concerns.
• Monitored competitor activities to stay ahead of industry trends.
• Strengthened customer retention by offering discount options.

Joined Intelenet Global Services on 12th Dec 2016, now Teleperformance DIBS. I have worked with the ADIB process since then. I started to work as a Customer Service Associate, and within nine months, I was promoted to Escalation Desk Officer, and I was again promoted to Team Assistant in April 2019. I left Teleperformance DIBS on February 8, 2020.

Job Responsibilities:

· Handling escalation calls & giving resolution within the time frame.

· Managing Inbound calls also when there is a call flow.

· Managing floor in absence of TLs.

· Sharing daily reports with client on daily basis.

· Managing communication with the onshore team, WFM, Quality Analyst & Trainers.

· Sharing feedback to agents after taking their escalation.

· Conduct a short session (Every month) with OJT batch.

· Email action.

Worked with Qimpro Consultants Private Limited as Senior Executive – Business Development from August 18, 2015, to August 31, 2016.

Job Responsibilities:

• Outgoing calls (cold and hot) to leads for our corporate competition – Qimpro Convention: 40-50 calls a day.
• Maintain call logs, and track leads from contact to conversion.
• Proactive lead generation for new contacts for the database.
• Achieving the overall target for project entries to the Qimpro Convention.

I joined Vodafone India Ltd as a Customer Service Executive in Sales on July 23, 2013. I was then deployed to the Girgaon store for 10 days, and from September 2, 2013, to August 14, 2015, I worked at the Churchgate store. Helping the store accomplish its target every month in all the parameters.

Job Responsibilities:

• To accomplish my daily target.
• To help executives in the store solve their cases.
• To solve the customer's query on the same day so that they can walk out of the store with elation.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues, Sales and more.
• Ensured that all customer queries were handled quickly and professionally.