Ritu Tanwar

Background

About Ritu Tanwar

Customer Service & Operations Specialist with over 5+ years of experience across customer support, fraud and risk investigation, legal operations, law enforcement specialist and financial services, supporting global processes in fast-paced, compliance-driven environments. Currently working as a Senior Customer Service Executive at iEnergizer, I handle complex customer queries, high-risk safety and escalation cases, fraud investigations, billing disputes, and account security issues while consistently maintaining KPIs and KRAs within defined SLAs.My role involves in-depth fraud analysis using IP tracking, coordination with internal legal and Law Enforcement Operations teams, and handling sensitive cases related to subpoenas, warrants, court orders, and safety concerns. I am experienced in managing critical escalations involving self-harm, threats, and other high-risk scenarios with empathy, accuracy, and strict adherence to regulatory and documentation standards. My contributions have been recognized with top performer for consecutive 2 quarters in the year 2024.Previously, at Eureka Outsourcing Solutions, I worked as a Customer Service Representative in the financial services domain, where I prepared Credit Approval Memos (CAMs), analyzed financial statements, assessed repayment capacity using DSCR, and worked on multiple financial products including Cash Credit, GECL, DRUL, Term Loans, and ODAP, ensuring compliance with internal and regulatory guidelines.At Infosys BPM (TDS CPC), I served as a Senior Process Executive, handling TDS compliance queries for deductors, analyzing defaults such as short payment, short deduction, late filing, and late payment, and providing accurate guidance on TRACES portal usage and ITD rule updates while meeting productivity and quality benchmarks. I have also been awarded for ramp and spot award within the 6 months of joining the organization.I began my professional journey as an Intern Trainee at RFM Management Solutions, where I gained foundational experience in accounting, vouching, invoice preparation, statutory audit support, and financial data management using Tally and Excel.Known for my strong analytical skills, attention to detail, and customer-centric approach, I consistently deliver high-quality outcomes, maintain SLA adherence, and support cross-functional teams to achieve operational excellence.