Customer Experience & CRM Leader with 15+ Years Expertise

Contact details

Mobile - 998-***-****

Email - **************@*****.***

RITIKA SETH

A competent professional with 15 years of

experience in customer care, client relations,

operations, corporate affairs, marketing,

sales, brand management, and strong

team-building skills.

Expertise and Skills

1.Leadership & Interpersonal

skills

2. Client Relationship

Management

3. Marketing / Brand

Management

4. Written & Communication

skills

5. Team Management

6. Customer service software

Education

M.B.A.

Field Of Study - Marketing &

Sales

Year Of Passing - 1999

Rajasthan Vidyapeet, Udaipur

B. SC.

Field Of Study - Biology

Year of Passing - 1997

Sophia College, Ajmer

EXPERIENCE

Sep 2025 – Till date

Bright Metals India Pvt. Ltd

Customer Experience Manager-Sales&

Customer Success

1. Customer Data & Profile Management – Maintain secure, updated customer databases and detailed profiles including KYC, requirements, credit limits, and documentation.

2. Sales Support & Planning – Plan and schedule sales visits, manage agendas, follow-ups, onboarding, plant/office visits, and improve sales documentation quality and presentation.

3. Branding, Marketing & Packaging – Update and design marketing collaterals, website, and optimize packaging, labeling, and personalization for better brand visibility.

4. Customer Relationship & Touchpoints – Manage personalized communications, festival greetings, gifting, and milestone engagement for domestic and export customers.

5. Events, Exhibitions & Outreach – Handle end-to-end planning and execution of exhibitions, events, lead management, and post-event follow-ups.

6. Customer Experience & Delight – Map customer journeys, collect feedback, resolve gaps, and implement customer delight initiatives to strengthen long-term relationships.

Feb 2021- Sep 2025

Mahima Real Estate Pvt. Ltd. Manager

CRM Operations and Maintenance (Finetech Facility

Management Services Pvt. Ltd.)

The Leading Real Estate Developers of Rajasthan –

1. Co-ordination with Estate Managers, Mall Managers, Technical Managers, Legal Department, Accounts Department, MEP Department, Sales Department, Purchase Department to ensure smooth day to day operations of the societies/ malls. 2. Handling customer complaints and ensuring that that these complaints are directed to the appropriate department to implement resolution.

3. Assist Estate/Mall Managers in handling complex or longstanding issues. Strategically and analytically finding solutions to problems to ensure maximum client satisfaction.

4. Assist and supervise the activities of Estate/Mall Managers and site team to ensure they comply with acceptable standards. 5. Organizing daily huddle meeting and generate daily reports for collections, complaints, technical faults etc.

6. Organizing monthly review meetings, assist in preparation of PPT’s by the Estate/Mall Managers for review with the management. 7. MY GATE (Central Helpdesk Management) - Close monitoring of tickets raised by residents and ensuring that all the issues are resolved as per the timeline to avoid escalations.

8. Organize campaigns/events to create product awareness and generate revenue for the society/mall.

9. Training newly hired customer service representative. Nov 2018- Jan 2021

Maruti Suzuki Arena (Prem Motors)

Pvt. Ltd.

Quality Manager

One of the leading Automobiles dealership of Maruti Suzuki. 1. Head the Quality Care Team and ensure all enablers are in place to provide a delightful experience to all customers throughout the customer journey.

3. Ensure that all sales operation at the dealership are aligned with ARENA channel values and guidelines.

4. Maintain and review team performance on quality of sales parameters.

5. To ensure that each and every department within the organization perform its role as per standards.

6. Ensure zero customer concerns and handle escalations in an amicable way.

7. Be receptive and empathetic to customer feedback and ensure root cause is

identified and resolved for all grievances.

8. Develop new systems and processes to enhance experience. 9. Ensure delightful experience at all touch points in customer journey. 10. Ensure delivery of vehicle at requested and promised time. 11. Conduct customer engagement activities as per guidelines. 12. Ensure regular training of sales team on sales quality aspects. Have review mechanism to monitor their performance and take corrective actions.

13. Update team on various CDI elements /score improvement areas. Nov 2011- Nov 2018

Arya Niwas Group Of Hotels –

Manager Om Niwas

A chain of heritage, service apartments, hostels and deluxe properties 1.Handling the operations, customer concerns & service issues. 2. Strategic planning for sales and marketing activities, channel development & deals to meet out organizational business objective. 3. Liasioning with corporates, travel agents, NGO's event organizers, army personnel, government sectors, associations, etc. April 2002- Nov 2003

Vodafone India -Hutch

Officer Customer Care

A leading telecommunications company.

1. Looking after Customer Care Customer Service, Prepaid and Postpaid sales.

2. Handling customer concerns & service issues.

3. Retaining customers back to the company.

4. To push product and generate sales in the region. July 2001 - April 2002

Microwave Communications Ltd

Supervisor Customer Care

1. Looking after Customer Care, Customer Service & Paging Operations.

2. Handling customer concerns & service issues.

3. Conducting recruitments and training programs

4. Supervising paging operations.

August 1999 – December 2000

K.S. Ford Jaipur-

DCAC Manager

Looking after showroom sales & customer care.

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