Ritika Gupta Senior Assosicate in Mandarin
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SKILLS

• Stakeholder Management
• Teambuilding & Supervision
• Staff Development & Training
• Document Preparation
• Spreadsheet & Database Creation
• Conducting Knowledge Assessment Test
• Meeting & Event Planning
• Policy & Procedures Manuals
• MI Reports & Automations
• Time Management
• Process Improvement
• Problem-Solving
• Multitasking
• Quality Assurance

As I worked with MNC I have above mentioned skills as well as I have done 2 years diploma course in PPT(Primary Teacher Training) and have 6 months teaching experience.

I am very punctual and responsible person towards my job. I have good bond with kids and children as I have so many niece and nephew in my family.

I will assist you to improve and developing your personal skills.

Subjects

  • English Beginner-Expert

  • Hindi Beginner-Expert

  • Chinese (Simplified) Beginner-Expert

Experience

  • Senior Associate (Jul, 2020–Aug, 2023) at Sutherland Global Services, Chennai
    Sutherland Global— Senior Associate (Mandarin)
    July 2020 – Aug 2023

    Subject Matter Expert/Senior Associate

    Employed with Sutherland Global Group, culminating in current responsibility for coordinating all office functions and analysis and provide detailed complaint resolution as Chinese Language Expert.

    • Responsible for training, knowledge assessment test, process accreditation, application requisite and liaising with process Manager for Risk sign off.
    • Process queries and liaising with process Manager and updating procedure manual post the approval from Change Board.
    • Responsible for managing the complaints to be processed within SLA.
    • Ensure for any OPD/SOP deviation which will help in improving customer services.
    • Performing error analysis for the team and providing feedback to users on their performance and, if required, providing them refresher training.
    • Responsible for Weekly, Monthly production and quality report of different teams.
    • Doing random sampling for the team to monitor the quality in addition to the normal works.
  • Senior Representative (Feb, 2020–May, 2020) at Concentric India
    Concentrix – Senior Representative (Mandarin)
    February 2020 – May 2020

    Senior Representative

    • Amazon - Kindle E-mail process deals with Customer queries and provide resolution through Email.
    • Responsible for managing the complaints to be processed within SLA.
    • Collating error reports of the entire process and generating daily/monthly MI reports.
    • Maintained the process updates on a daily basis and ensured team's adherence to the same.
  • Senior Associate (May, 2011–Present) at NatWest Group (Formerly, Royal Bank of Scotland)
    NatWest
    May 2011 – August 2018

    Subject Matter Expert/ Process Trainer – Bereavement Process (AML) & Mandate

    • Bereavement deals with Deceased Customer Estate where team receives relevant documents i.e. Death Certificate & Funeral Invoice from Executor/Next of Kin/Solicitor to investigate, cancel all the aligned instructions & additional account advantages and dispatch the final balance followed by closure. Performing Anti Money Laundering (AML) checks to verify/validate the customer identity to prevent illegal and fraudulent activities on deceased account.
    • Checking the documentation and verification of deceased customers through different applications/ systems.
    • Supporting fellow team members in handling exceptions related to case processing.
    • Communicating with client for process updates and conducting training on the updates.
    • Performing error analysis for the team and providing feedback to users on their performance and, if required, providing them refresher training.
    • Framing work direction & plan for associates after assessment of their capabilities; preparing & presenting various weekly / monthly MIS reports pertaining to process / productivity.
    • Setting up targets, SOP (Standard Operating Procedures) & process manuals, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets.
    • Engaged with internal and external stakeholders on regular basis for process improvements and bridge the process gap if any.
    • Mandates is the process where customer asks modifying their accounts to Joint/Sole/Third Party holders.

    Process Associate, C&Q and PPI

    • Understand the customer concern & query category and sent them an Acknowledgment Letter.
    • Calculating refunds for the Customers Compliant regarding PPI in Flat Rate Loan, Credit Card, Overdraft, Capital Investment Loan & Mortgage.
    • Maintained the process updates on a daily basis and ensured team's adherence to the same.
    • Core activities involve deactivation of all the add-on services of an A/c such as Internet banking, Phone Banking Facilities associated with one A/c no. and transferring of balance to customer’s new account.
    • Supporting fellow team members in handling exceptions related to case processing.
    • Handling MIS and other reports to apprise & support management in critical decision making.

    Associate, Domestic Credit Card

    • Answering phones and explaining the product and services offered by the company.
    • Obtaining customer information and other relevant data in order to verify their credit card details.
    • Asking questions to the customer and understanding their specifications.
    • Providing excellent customer service, addressing inquiries, and resolving any issues related to credit cards.
    • Assist customers with questions related to their Credit Card issue.

Education

  • Chinese Language (Aug, 2023–Feb, 2024) from Chinese Language Center of National Tsing Hua University, Taiwan
  • Chinese Language (Jul, 2015–Jun, 2017) from Bharathi Vidya Bhawan
  • MBA (Mar, 2012–Apr, 2014) from Maharishi Dayanand University, Rohtak
  • B.Com (Jul, 2007–Jun, 2011) from Shyama prasad mukherjee college New Delhi

Fee details

    ₹1,000–2,000/hour (US$11.79–23.58/hour)

    Time and Place

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