Ritika Pal profile photo 1 on Tal

Ritika Pal

An enthusiastic professional currently working as a Relationship Manager

Bangalore Urban

10+ years of work experience

Zoomcar
Aug 20232 yrs 10 mosPresent

Bengaluru, Karnataka, India

Provide outbound and inbound support to handle escalated customer issues via phone and email, effectively de-escalating challenging situations and circumstances. Take ownership of escalations and resolutions from start to finish, documenting feedback and outreach appropriately. Collaborate with customers to resolve difficulties or complaints, offering customer-focused solutions while demonstrating an elevated level of attention, care, and follow-through. Maintain consistent communication and follow-up with customers to ensure prompt issue resolution and to establish trust and rebuild relationships. Review and analyze customer communications such as calls, emails, and chats, ensuring internal notes are up-to-date and contain adequate detail. Coordinate with other internal teams as necessary to address actionable feedback and improve processes. Communicate promptly and professionally with colleagues within the organization, providing front-line perspectives on key issues. Demonstrate a detail-oriented, thorough approach to resolving customer issues and provide valuable feedback to the team about the overall customer experience. Uphold accountability and consistency in documenting details and representing. Zoomcar in a professional manner. Foster a mindset of continuous growth by building on existing knowledge and consistently striving for excellence. Meet and exceed SLAs and performance goals for metrics and KPIs. Approach every customer and co-worker with an upbeat, professional, and respectful demeanor each day
lastminute.com
May 20221 yr 5 mosSep 2023

Bangalore Urban, Karnataka, India

lastminute.com
Dec 20211 yr 10 mosSep 2023

Bangalore Urban, Karnataka, India

IndiGo (InterGlobe Aviation Ltd)
Oct 20165 yrs 4 mosJan 2022

IndiGo (InterGlobe Aviation Ltd)
Oct 20165 yrs 4 mosJan 2022

Kolkata, West Bengal, India

Education

Bachelor of Science - BS, Zoology/Animal Biology

BD College

20143 yrs2017

12th, Biology, General

Government Girls College patna

20131 yr2014

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Headline

An enthusiastic professional currently working as a Relationship Manager

About

Logical customer service executive bringing 5+ years of experience consistently enhancing customer satisfaction through increase brand loyalty and repurchase intent. Poised when communicating with customers and vendors, analyzing and resolving complex issues and documenting accurate notes of account interactions. Versatile professional comfortable working in high-volume, high-stress environment. Currently handling a team of 20, to ensure productivity and quality of service.

Location

Bangalore Urban

Work experience

Relationship Manager at Zoomcar, Aug 2023 - Present · 2 yrs 10 mos, Bengaluru, Karnataka, India, Provide outbound and inbound support to handle escalated customer issues via phone and email, effectively de-escalating challenging situations and circumstances. Take ownership of escalations and resolutions from start to finish, documenting feedback and outreach appropriately. Collaborate with customers to resolve difficulties or complaints, offering customer-focused solutions while demonstrating an elevated level of attention, care, and follow-through. Maintain consistent communication and follow-up with customers to ensure prompt issue resolution and to establish trust and rebuild relationships. Review and analyze customer communications such as calls, emails, and chats, ensuring internal notes are up-to-date and contain adequate detail. Coordinate with other internal teams as necessary to address actionable feedback and improve processes. Communicate promptly and professionally with colleagues within the organization, providing front-line perspectives on key issues. Demonstrate a detail-oriented, thorough approach to resolving customer issues and provide valuable feedback to the team about the overall customer experience. Uphold accountability and consistency in documenting details and representing. Zoomcar in a professional manner. Foster a mindset of continuous growth by building on existing knowledge and consistently striving for excellence. Meet and exceed SLAs and performance goals for metrics and KPIs. Approach every customer and co-worker with an upbeat, professional, and respectful demeanor each day

Customer Service Specialist Team Lead at lastminute.com, May 2022 - Sep 2023 · 1 yr 5 mos, Bangalore Urban, Karnataka, India

Customer Service Specialist at lastminute.com, Dec 2021 - Sep 2023 · 1 yr 10 mos, Bangalore Urban, Karnataka, India

Senior Customer Service Executive at IndiGo (InterGlobe Aviation Ltd), Oct 2016 - Jan 2022 · 5 yrs 4 mos

Senior Executive at IndiGo (InterGlobe Aviation Ltd), Oct 2016 - Jan 2022 · 5 yrs 4 mos, Kolkata, West Bengal, India

Education

Bachelor of Science - BS, Zoology/Animal Biology, BD College

12th, Biology, General, Government Girls College patna