Ritika Khobragade

I’m a Customer Service Analyst with hands-on experience providing first and second line customer support through phone, email, and digital channels. I serve as a first point of contact, handling telephone-based inquiries and resolving customer needs from receipt to completion.

At eClerx, I log, assign, and track customer queries and service requests while aligning every resolution with service level agreements (SLAs) and key performance indicators (KPIs). I perform immediate triage of concerns, escalate high-risk issues to the right teams, and maintain clear communication with stakeholders throughout the process.

I also support day-to-day operations such as account set-up verification, order processing, and data validation, and I maintain accurate customer records using MS Excel and internal CRM systems. I focus on continuous improvement by identifying process gaps, recommending knowledge base documents, and collaborating cross-functionally to strengthen client relationships and achieve high customer satisfaction scores.