Open to opportunities

riya chhabra

@riyachhabra

Message

I deliver high-impact customer support, case management, SLA compliance, and team training.

India

Message

What I'm looking for

I'm looking for a customer support or case management role where I can improve service delivery, manage escalations, use CRM and reporting tools, and contribute through training, quality, and process improvement.

I've delivered high-touch customer support for Marriott HRFS and health and welfare clients through Wipro and FIS Global Business Solution, handling 50+ international cases daily across email, chat, and calls.

At Wipro, I maintained CSAT above 85%, used Lean methodology to reduce aged cases by 20%, and achieved a 4.7 performance rating. I manage escalations, SLA compliance, ticket audits, VIP and NICE call audits, and client reporting through Salesforce, JIRA, Cognos, and cloud tools.

As a LEAP-certified trainer, I lead knowledge-sharing sessions, refresher huddles, and training batches that strengthen process knowledge and service quality.

Experience

Work history, roles, and key accomplishments

Senior Customer Care Representative (Leap trainer)

Wipro

Oct 2024 - Dec 2025 (1 year 2 months)

Delivered high-touch client support ensuring SLA adherence and CSAT above 85%. Implemented Lean methodology improvements reducing aged cases by 20% and conducted training as a LEAP-certified trainer.