R

Ritu Prasad

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West Bengal, India

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Résumé

Jobs verified_user 0% verified
  • Physics Wallah
    Associate Manager - Customer Support
    Physics Wallah
    May 2022 - Jan 2026 (3 years 9 months)
    Reduced support ticket volume by 40% through strategic automation, knowledge base optimization, and self-service workflows. Designed and implemented standard operating procedures (SOPs), QA scorecards, and training trackers across verticals Collaborated with Product, Tech, and QA teams to improve ticketing systems, drive feedback loops, and reduce escalations by 35%. Improved First Response Time (FRT) by 70% and optimized Average Handling Time (AHT) through SOP redesign and agent skilling. Enabled vendor teams through shared training frameworks, tool access protocols, and adherence reviews, ensuring SLA and TAT compliance. Collaborated with Category Leads to enhance the student experience and drive engagement, managing the Student Men
  • BYJU'S Learning
    counselor
    BYJU'S Learning
    Mar 2021 - May 2021 (3 months)
    sales
  • Unacademy
    Customer Support Executive
    Unacademy
    Jan 2020 - Jan 2021 (1 year 1 month)
    Provided chat, email, and call support. Maintained high CSAT through fast and accurate resolutions. Supported learners with course access, payments, and subscriptions. Ensured smooth navigation and platform understanding.
  • t
    content writer
    teachief
    Jan 2020 - Dec 2020 (1 year)
    Grammar & Sentence Structure Vocabulary & Word Choice
Education verified_user 0% verified
  • B
    Master of Commerce (M.Com)
    BB College
    Jan 2021
    Asansol
  • DAV Public School
    12th Passed
    DAV Public School
    Jan 2014