RITIK GUPTA

Handled real-time customer chats about order status, delayed deliveries, cancellations, refunds, and missing or incorrect items. Provided accurate and timely resolutions while following process guidelines, quality standards, and customer service protocols.

Handled inbound calls about order tracking, delivery delays, returns, exchanges, refunds, payment issues, and post-purchase concerns. Followed business operating procedures (BOP), documented customer interactions, and coordinated or escalated cases for timely resolution.

Handled 100+ daily customer inquiries related to flight bookings, cancellations, rescheduling, check-in, baggage, and travel documentation. Achieved a 95% first-contact resolution rate and maintained accurate customer records using CRM software, including Salesforce.

Managed 120+ customer chats daily, resolving order-related queries, refunds, cancellations, and complaints. Maintained a 97% first-contact resolution rate and consistently achieved 90%+ customer satisfaction.

Oversaw the collection and reconciliation of failed and pending finance / debt-recovery case data across India. Assigned collection territories, tracked work progress, and prepared regular project and recovery updates for senior leadership.

Contacted customers regarding overdue accounts and explained repayment options in line with company policies and applicable guidelines. Maintained clear records of customer interactions, payment arrangements, and follow-up activities.

Pursued a Bachelor of Commerce with a focus on Computer Applications, covering business and technology fundamentals.

Completed higher secondary education, building a foundation for further studies.

Completed high school education, establishing core academic skills.