Ritik Anand
New Delhi
Summary
Adaptable professional with a strong background in customer relationship management and financial processing. Known for attention to detail and the ability to de-escalate complex issues, ready to contribute to impactful customer service solutions.
Overview
7
7
years of professional experience
Work History
Travel Analyst
Teleperformance
Noida
03.2025 - Current
- Managed and processed financial expenses, refunds, and regulatory compensation claims for customers impacted by disrupted and delayed flights (e.g., EU Regulation 261/2004), ensuring full compliance and timely payment delivery.
- Calculated and facilitated prompt refunds for unused airport taxes (e.g., Air Passenger Duty, APD) to customers who did not travel, improving the customer refund experience and maintaining financial accuracy.
- repared and shared detailed insurance reports and documentation with customers following disruptive events, streamlining the claims process and providing necessary support for onward claims.
- Served as a key point of contact for customer financial resolution, clearly communicating complex refund calculations, expense policies, and compensation entitlements to de-escalate issues and ensure clarity.
Contact Center Associate
Webhelp + Concentrix
Gurgaon
07.2023 - 01.2025
- Consistently exceeded challenging monthly upselling targets by driving an average of $1,200+ USD in additional sales through strategic product recommendations and feature promotion.
- Achieved and maintained a high Customer Satisfaction (CSAT) score of 88% or better by coupling effective sales techniques with exceptional, value-driven service delivery.
- Utilized deep product knowledge of the IKEA catalog to identify and present relevant upgrades and complementary items, significantly contributing to revenue growth targets
- Streamlined customer support operations by accurately and efficiently processing replacement orders, minimizing resolution time, and enhancing post-sales loyalty.
Assistant Counselor
Aecc Study Abroad Consultant
Gurgaon
10.2022 - 06.2023
- Delivered comprehensive consultative services to students and working professionals on pursuing education or employment in the UK, Canada, and Singapore, ensuring alignment with academic goals and immigration requirements.
- Conducted both in-person and virtual (Zoom) counseling sessions, expertly guiding clients through program selection, university/institution application processes, and documentation needs.
- Maintained up-to-date knowledge of evolving visa policies and educational systems across the three target countries to provide accurate and relevant advice, maximizing client success rates.
Contact Center Associate
Webhelp
Gurgaon
08.2021 - 09.2022
- Managed end-to-end order processing through the BOSS interface, guiding customers from product inquiry to final purchase confirmation.
- Served as a product subject matter expert, effectively resolving technical doubts regarding specifications and compatibility to drive sales.
- Balanced efficiency with accuracy, consistently meeting performance targets of 92% CSAT and 85% Quality in a fast-paced chat environment.
Travl Analyst
EXL Services
Guurgaon
01.2020 - 06.2020
- Facilitated seamless travel arrangements by responding to customer email inquiries regarding ticket issuance, ensuring all routings and dates matched specific client requirements.
- Resolved itinerary disruptions caused by airline schedule changes, identifying optimal alternative flights and processing re-issuances to ensure passenger satisfaction.
- Served as a technical subject matter expert for email-based modification requests, skillfully handling refunds, exchanges, and re-validations on the GDS.
Trael Analyst
IGT Solutions
Gurgaon
05.2019 - 09.2019
- Facilitated seamless travel arrangements by responding to customer email inquiries regarding ticket issuance, ensuring all routings and dates matched specific client requirements.
- Resolved itinerary disruptions caused by airline schedule changes, identifying optimal alternative flights and processing re-issuances to ensure passenger satisfaction.
- Served as a technical subject matter expert for email-based modification requests, skillfully handling refunds, exchanges, and re-validations on the GDS.
Education
High School Diploma -
India Travel &Tourism
Delhi05-2019
High School Diploma -
D.A.V Sr Sec School
05-2018
Skills
- Strategic upselling
- Customer relationship management
- Problem solving
- Effective communication
- Attention to detail
- Client consultation
- Time management
- Microsoft office
Languages
English
Intermediate (B1)
B1
Hindi
Upper Intermediate (B2)
B2
Timeline
Travel Analyst
Teleperformance
03.2025 - Current
Contact Center Associate
Webhelp + Concentrix
07.2023 - 01.2025
Assistant Counselor
Aecc Study Abroad Consultant
10.2022 - 06.2023
Contact Center Associate
Webhelp
08.2021 - 09.2022
Travl Analyst
EXL Services
01.2020 - 06.2020
Trael Analyst
IGT Solutions
05.2019 - 09.2019
High School Diploma -
India Travel &Tourism
High School Diploma -
D.A.V Sr Sec School