RUCHA TERDALKAR
MUMBAI
Summary
Experienced Sr. Customer Success Associate with a demonstrated history of working in the Sports/Fantasy Sports industry. Skilled in Event Management, Customer Service, Project Handling, and Tech Escalations. Also, able to enhance team performance and maximize customer satisfaction by strategically managing calls, implementing process improvements and proven skills in establishing rapport with clients.
Wedding Planning & Management professional, with experience in RSVP, Hospitality, Artist & Crew TLB and having keen interest in learning & exploring various new fields of wedding industry.
Overview
5
5
years of professional experience
15
15
years of post-secondary education
3
3
Languages
Work History
Intern
Momentum Experiences & Events LLP
12.2023 - 03.2024
- Proficiently managed artist and crew transportation, lodging, and boarding (TLB) logistics for seamless event execution.
- Demonstrated strong coordination skills by liaising with clients to fulfill their event requirements and preferences effectively.
- Maintained meticulous rooming sheets and travel details to ensure smooth accommodation arrangements for guests and personnel.
- Provided exceptional hospitality services during events, ensuring guest satisfaction and enhancing overall experience.
- Orchestrated thoughtful gestures by placing hampers in each guest room, contributing to a warm and welcoming atmosphere.
- Actively contributed to the success of events through dedicated support and attention to detail in various planning and execution tasks.
- Assisted in coordinating the sequence of rituals and ensuring their smooth execution, contributing to the seamless flow of the wedding festivities.
- Handled RSVP and event communications professionally, ensuring timely and accurate information to all guests.
Nodal Escalation Officer
IDFC First Bank
03.2023 - 11.2023
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Collaborated with other departments to confirm compliance with banking procedures and regulations.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
Customer Success Associate
Dream11
01.2021 - 01.2023
- Then promoted to higher role (Sr. Customer Success Associate)
- Blended process (Email + Call), where we manage escalations and provide on-time resolution
- Working on projects like CSAT, Tech Escalation Matrix, Promotions
- Maintained customer satisfaction with forward-thinking strategies, focused on addressing customer needs and resolving concerns.
- Project owner (Technical Escalations) - Handled all technical queries and built a system to smoothen the process
Sr. Customer Service Associate
Teleperformance
01.2020 - 01.2021
- For Barclays Fraud After Care
- Addressing grievances and being the point of contact for users while managing the AHT and other parameters
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Close looping with other departments on case to case basis to provide final resolution to the users
Customer Service Associate
Hinduja Global Solutions
03.2019 - 12.2019
- For Hotstar Process
- Blended process (Email + Call), where we used to manage escalations
- Majorly handled Tech Escalations
- Worked on projects to improve the existing process
Event Manager
Freelancing
- Oversaw preparation and management of event budgets to deliver at or below projected costs.
- Managed administrative logistics of events planning, event booking, and event promotions.
- Fulfilled contractual obligations for rehearsal and day of event coordination.
- Nurtured and built relationships with vendors, venues and industry contacts to obtain best pricing and services for events.
Education
Bachelors in Accounting & Finance - Accounting & Finance
Vidyalankar School of Information Technology
Wadala, MH 08.2016 - 05.2019
HSC - Commerce
Maharshi Dayanand
Parel, Mumbai, India 07.2014 - 05.2016
EDUCATION - SSC
St. Joseph Convent School
Bandra, Mumba, India 06.2004 - 03.2014
Diploma - Wedding Planning And Management
The Wedding School
Mumbai 07.2023 - Current
Skills
Technical Support
Timeline
Intern
Momentum Experiences & Events LLP
12.2023 - 03.2024
Diploma - Wedding Planning And Management
The Wedding School
07.2023 - Current
Nodal Escalation Officer
IDFC First Bank
03.2023 - 11.2023
Customer Success Associate
Dream11
01.2021 - 01.2023
Sr. Customer Service Associate
Teleperformance
01.2020 - 01.2021
Customer Service Associate
Hinduja Global Solutions
03.2019 - 12.2019
Bachelors in Accounting & Finance - Accounting & Finance
Vidyalankar School of Information Technology
08.2016 - 05.2019
HSC - Commerce
Maharshi Dayanand
07.2014 - 05.2016
EDUCATION - SSC
St. Joseph Convent School
06.2004 - 03.2014
Event Manager
Freelancing
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