Stuti Mehra

• Created and updated 20+ articles across Flex, 401(k), and Workers' Compensation in 3 months, improving the team's knowledge base.
• Led Confluence content cleanup, ensuring up-to-date, reliable resources, and ongoing project.
• Managed critical incidents such as DCA waivers and temp-flex-dcfsa-monthly-deductions-remediation, proactively resolving issues without impacting client satisfaction.
• Ensured no DSATs from clients by coordinating with the product team, and providing clear communication.
• Managed AOP deflection for deflected cases, improving operational efficiency across multiple Rippling products.
• Reviewed 500+ chat deflection cases in just 2 months, highlighting areas for improvement and implementing actionable steps.
• Led reverse swarms (over 339) within four weeks, demonstrating leadership and time management.
• Mentored new hires, offering shadow sessions, chat sessions, and continuous feedback. Volunteered as a buddy for smooth integration.

Key Achievements:

• 900+ solves from February to July 2025, with no compromise on quality.
• Consistently ranked at the top for the number of solves, without any compromise on quality.
• Won MVP twice, and was recognized for QA and adherence practices.
• Qualified for Rocker in Q4 2024, reflecting sustained high performance during the busiest season.
• Developed innovative strategies to address recurring issues more effectively, minimizing repeat contacts from customers.
• Enhanced customer satisfaction by resolving complex technical issues and providing exceptional support.
• Identified trends in customer feedback, proposing solutions for improvement in product offerings or internal procedures.
• Collaborated with cross-functional teams to resolve product-related issues promptly, ensuring a seamless customer experience.

• Maintained regular communication with customers, providing proactive support to resolve issues, and enhance overall satisfaction.
• Reduced churn and increased retention, achieving a consistent 98% retention rate across all quarters by fostering long-term relationships and customer loyalty.
• Handled high-priority escalations, including founder, CEO-level, LinkedIn, and legal issues, ensuring quick and efficient resolution of complex customer concerns.
• Managed 28 customer batches simultaneously, overseeing a customer set of over 1,200 individuals, ensuring exceptional service and support.
• Served as Key Account Manager, nurturing key client relationships, and driving value across high-profile accounts.
• Proficient in CRM systems such as Salesforce, Freshdesk, JIRA, Zendesk, and Confluence, streamlining workflows, and maintaining accurate customer data.

• Led retention strategies and managed social media escalations, maintaining high revenue by addressing customer concerns and fostering long-term loyalty, resulting in pa 15% increase in customer retention year over year.
• Consistently met SLA and TAT targets, ensuring timely resolution of customer issues, and improving operational efficiency by 25%, with a 98% on-time service delivery rate.
• Handled 85+ calls daily as part of the Issue Resolution Team (IRT), maintaining 6 hours of talk time per day, and resolving complex issues, achieving a 90% customer satisfaction rate, and reducing escalations by 18%.
• Used CRM tools (e.g., Salesforce, Zendesk, Freshdesk) to manage customer inquiries, track service levels, and streamline issue resolution, improving team workflow and customer experience.

• Worked closely with customers to understand their unique financial needs, offering tailored products and solutions for every stage of life—whether it was saving for a child's education, securing family protection, planning for retirement, or building long-term savings. My goal was to help clients feel confident and secure in their financial futures.
• Built and nurtured long-term relationships with both new and existing customers, offering personalized guidance, and creating solutions that truly met their evolving financial needs.