Kritika Gupta
@kritikagupta5
I improve client retention, quality, and compliance across North American customer operations.
IndiaWhat I'm looking for
At Spardha School of Music, I manage the end-to-end lifecycle of 80+ North American client accounts, leading renewal cadences, account-health monitoring, onboarding, upgrades, and scheduling. My retention work earned the 2025 Renewal Champion award for the team's highest conversion rate.
Previously at Concentrix, I maintained 95%+ SLA and 88%+ first-contact resolution across voice and chat support while building Excel MIS dashboards and improving escalations through RCA and CAPA. I also bring finance compliance experience in GST, TDS, audit support, reconciliations, and Tally ERP9 with a zero-penalty record.
Experience
Work history, roles, and key accomplishments
Senior Process Associate
Spardha School of Music
Jan 2025 - Present (1 year 9 months)
Owns end-to-end lifecycle for an 80+ account North American client portfolio, running multi-touch renewal cadences and account-health monitoring. Achieved the team's highest retention conversion rate and the Renewal Champion award (2025).
Delivered inbound and outbound customer support for domestic clients, maintaining SLA above 95% and achieving 88%+ first-contact resolution. Conducted root cause analysis and built MIS dashboards in MS Excel.
Business Development Trainee
BYJU'S
Jan 2022 - Feb 2022 (1 month)
Completed structured business development training in sales funnel management, B2C client communication, and product positioning for EdTech offerings.
Accountant
C.K. Pushty & Associates
Apr 2019 - Dec 2021 (2 years 8 months)
Filed GST returns and TDS challans for multiple client accounts with 100% accuracy and zero statutory penalty. Provided statutory audit support and managed ledgers, bank reconciliations, and trial balances via Tally ERP9.
Marketing & Sales Intern
IFORTIS Worldwide
May 2021 - Jul 2021 (2 months)
Completed internship covering sales funnel management, integrated marketing communications, market segmentation & targeting, and consumer behaviour. Rated 'Good' overall and certified upon completion.
Education
Degrees, certifications, and relevant coursework
BYJU'S (Think & Learn Pvt. Ltd.)
Business Development Training Certificate, Business Development
2022 - 2022
Completed a business development training certificate program.
IFORTIS Worldwide (American Ruler Pvt. Ltd.)
Marketing & Sales Internship Certificate, Marketing & Sales
2021 - 2021
Completed a marketing and sales internship certificate program.
St. Xavier's College, Ranchi
M.Com, Finance
2019 - 2021
Pursued a Master of Commerce with a specialization in Finance.
St. Xavier's College, Ranchi
Diploma, Computer Accounting & Taxation
2018 - 2019
Grade: First Class with Distinction (75%)
Completed a diploma in Computer Accounting and Taxation with First Class with Distinction (75%).
St. Xavier's College, Ranchi
B.Com (Accounts Honours), Accounting
2016 - 2019
Completed a Bachelor of Commerce with a focus on Accounting.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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