Ritika Rattan
Berlin
Summary
Experienced Operations Manager with a decade of proven leadership in optimizing customer care, sales and support functions. Recognized for strategic planning, large sized team management, and achieving notable KPI improvements, including a 30% increase in productivity, 20% boost in operational efficiency, and a 15% improvement in CSAT. Expertise includes stakeholder management, process improvement, and proficiency in CRM systems. Demonstrated success serving global clients such as Intuit, Jet Airways, Uber, Etisalat, Samsung, and Meta across diverse regions.
Overview
20
20
years of professional experience
Work History
Operation Manager
Telus
, Germany
09.2025 - Current
- Managed a team of over 100 AI prompt specialists for a leading client in AI industry.
- Ensured timely project completion while adhering to quality standards across most European languages.
- Consistently met strict client quality standards for adversarial testing and ethical alignment.
- Maintained the prompt library and designed safety guardrails to enhance project integrity.
- Facilitated collaboration across departments to drive company-wide initiatives, improving organizational performance.
- Engaged stakeholders with regular updates and reports, fostering transparency and strong relationships.
- Conducted risk assessments to identify and mitigate potential operational issues proactively.
- Monitored staff performance, implementing development plans to boost motivation and effectiveness.
Sr Trainer
Concentrix
Berlin
01.2024 - Current
- Training New Hire Batches
- Working on content creation and ensuring all training content is updated
- Conducting upskilling training
- Coordinating with other departments to ensure smooth onboarding and training
- Doing Training Need Analysis and conduct required training to ensure process knowledge is strong helps in meeting KPI
Social Media Specialist
Concentrix
Berlin
11.2022 - 01.2024
- Resolve inquiries from advertisers and agencies (small and medium-sized businesses)
- Working with internal Meta team to ensure clients concerns 70 % are resolved within 4 hrs
- Craft effective strategies for Meta client's business campaigns and social marketing, ensuring precise audience targeting and efficient budget allocation
- Implementation of social media marketing measures via chat, email, telephone and social media messenger.
- Contribute to excellent customer service and continuously develop ideas to improve customer satisfaction and customer advertising experience
Operation Manager
Concentrix
Chandigarh
08.2021 - 11.2022
- Direct reporting to Sr. Process Head and managed team of up to 120 employees
- Supported Uber US & LATAM driver onboarding business
- Ensured SLAs are met and implement proactive measure when needed.
- Launched LATAM driver onboarding and increased productivity by 30%
- Employee talent retention and ensured attrition <2.5%
- Handled attendance to ensure billable hours are met to achieve financial targets and continuous monitoring and implement changes for improvement.
- Ensured Service levels and KPIs are met and continuously analyzing the data and taking proactive measure to maintain the consistency
- Managing Client relations and internal stakeholder
- Creation and handling of client reviews
- Managed headcount planning with internal stakeholder basis the client's forecast
- Coordination with hiring, training and quality team to meet process requirement and continuous improvement
- Regular coaching and feedback for Team leaders to improve their performance
- Handled Team leader and cross-functional reviews
- Managed employee engagement, Learning and CSR activities to create positive work environment
Operation Manager
Teleperformance
Mohali
08.2019 - 08.2021
- Directed 300+ employees, enhancing operational efficiency by 20%, and boosting CSAT scores by 15% through strategic leadership
- Oversaw customer service and technical support for key clients Samsung & Etisalat, achieving a 20% increase in First Contact Resolution
- Managed ecommerce sales & support, ensuring adherence to Service Level Agreements and optimizing Average Handling Time
- Drove revenue and gross margin targets, promoting a customer-first approach to elevate NPS
- Executed strategic planning for short and long-term goals, aligning team performance with client expectations and financial objectives
- Conducted and managed weekly, monthly, and quarterly business reviews, ensuring operational excellence and stakeholder satisfaction
Deputy Manager
Concentrix
Chandigarh
01.2012 - 07.2019
- Supported critical disruption line of business for Jet Airways and ensured timely communication to customer for any changes in flight schedule
- Handled privileged customer for Jet airways ensuring >90% CSAT and <1% noncompliance
- Supported Intuit B2B & B2C support & sales teams and improved sales by 25% and along with other KPIs
- Handled Growth team for Uber drivers and achieved 20% increase in market share with effective lead generation process
Trainer
IBM
Gurugram
03.2010 - 12.2011
Technical Support & Sales Specialist
IBM
Gurugram
01.2006 - 02.2010
Education
MBA -
International University of Applied Sciences
Berlin, Germany10.2023
Bachelor of Commerce -
I.B College
Panipat, IndiaSkills
- Strategic Thinking
- Analyzing Data
- Stakeholder Management
- Leadership and Management
- Performance Management
- Process Improvement
- Google Workspace
- Customer Relationship
- Negotiation Skills
- CRM
- Excel
- Powerpoint
- JIRA
- People Management
- MS Office
Languages
English
German
Websites, Portfolios and Profiles
www.linkedin.com/in/ritika-rattan-b9051a72
Awards
- Annual Top Talent for 6 Years
- Annual Retention Champion 2012
- Best Manager for the Quarter 2022
- Sales Team Champion 2012
- Best Trainer in 2011
- Best Team Leader 2012
Projects
CSAT Improvement & AHT Reduction, 2021-02-01, 2021-07-01, Mohali, Punjab, India, Remarkable improvement in CSAT by 15% AHT reduced 180 sec, which improved the overall process efficiency 20%
Training
- Harvard Manage Mentor, Harvard Business School
- Lean Six Sigma Yellow Belt
- OPEC - BM(Operational Excellence)
- 7 Habits of Highly Effective People
- Leadership skills - IIMA
Custom Section
- POSH(Prevention of Sexual Harassment at work), POSH community member to resolve multiple cases and drive awareness
- NOW(Network of Women), Organized events & trainings for NOW at Concentrix
- CSR(Corporate Social Responsibility), Organized events for underprivileged children and senior citizens, disaster relief and Environmental safety
Timeline
Operation Manager
Telus
09.2025 - Current
Sr Trainer
Concentrix
01.2024 - Current
Social Media Specialist
Concentrix
11.2022 - 01.2024
Operation Manager
Concentrix
08.2021 - 11.2022
Operation Manager
Teleperformance
08.2019 - 08.2021
Deputy Manager
Concentrix
01.2012 - 07.2019
Trainer
IBM
03.2010 - 12.2011
Technical Support & Sales Specialist
IBM
01.2006 - 02.2010
MBA -
International University of Applied Sciences
Bachelor of Commerce -
I.B College