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Richa Lalwani, Process Lead & Quality Analyst

Richa Lalwani

Process Lead & Quality Analyst·Capgemini

United Arab Emirates

Bachelor's degree, Hospitality And Hotel Management

Work experience

Total years of experience: 7 years, 5 months

Process Lead & Quality Analyst

November 2024 - December 2025

Capgemini

Noida, India

November 2024 - December 2025

Coordinated and supported a customer-service team, ensuring consistent service quality and timely resolution of client requests. Handled customer escalations, delivered coaching and quality feedback, and maintained organized performance records and reporting for management.

Company industry:
Banking
Job role:
Banking

Senior Dispute & Fraud Analyst

August 2022 - August 2023

American Express

Gurgaon, India

August 2022 - August 2023

Served global clients across consumer, corporate, and premium segments, building trust and maintaining strong relationships. Sustained consistently high customer-satisfaction (CSAT) scores while handling sensitive, time-critical client matters with discretion. Advised clients on best practices, maintained detailed case documentation, and ensured accurate end-to-end resolution.

Company industry:
Banking
Job role:
Banking

Executive Club Service Advisor

July 2021 - August 2022

British Airways

Gurgaon, India

July 2021 - August 2022

Delivered concierge-level reception and service to premium Executive Club, Gold and Silver-tier members as a polished first point of contact. Coordinated end-to-end bookings, scheduling and re-accommodation for high-value clients, and built lasting relationships while exceeding service and revenue targets.

Company industry:
Aviation Support Services
Job role:
Customer Service and Call Center

Financial Advisor - Merchant Services

November 2019 - February 2021

Barclays PLC

Noida, India

November 2019 - February 2021

Supported business clients with day-to-day account queries, resolving issues promptly within agreed timelines. Advised small and medium businesses on suitable solutions, building rapport, and liaised across internal teams to coordinate fair, timely outcomes.

Company industry:
Banking
Job role:
Banking

Front Desk Executive

May 2017 - July 2019

Foodlands Restaurant (NMC Group),

Abu Dhabi, United Arab Emirates

May 2017 - July 2019

Managed all front-desk and reception operations for a high-footfall venue, serving as the welcoming first point of contact for guests, visitors and corporate clients. Handled client inquiries, reservations and corporate/group bookings end-to-end — coordinating schedules and confirming appointments. Built relationships with corporate clients and repeat guests, and supported administrative, HR-documentation and travel-coordination tasks. Gained direct UAE workplace experience with a diverse, international clientele.

Company industry:
Hospitality & Accomodation
Job role:
Administration

associate

June 2015 - November 2015

MARRIOTT

Jaipur, India

June 2015 - November 2015

I worked as a trainee under the guidance of Ms. Geetanjali Singh (Training Manager) in various
departments like Front Office, Food & Beverage Production, Food & Beverage Service, Housekeeping &
Banquets and learned about the functions and process while working in hotel.
FOODLANDS

Company industry:
Hospitality & Accomodation
Job role:
Sales

Education

Lovely Professional University

August 2018

August 2018

Bachelor's degree, Hospitality And Hotel Management

India

Dinanath Pandey Girls Inter College

January 2013

January 2013

High school or equivalent, Home And Social Sciences

India

St. Mary's Senior Secondary School

January 2010

January 2010

High school or equivalent, Administration And Basic Sciences

India

Skills

Front Desk
Expert
Front Desk
Expert
Reception
Expert
Reception
Expert
Guest Relations
Expert
Guest Relations
Expert
Customer Service
Expert
Customer Service
Expert
Front Office
Expert
Front Office
Expert
Appointment Scheduling
Expert
Appointment Scheduling
Expert
Booking Management
Expert
Booking Management
Expert
Reservations
Expert
Reservations
Expert
Visitor Management
Expert
Visitor Management
Expert
Administrative Support
Expert
Administrative Support
Expert
Office Administration
Expert
Office Administration
Expert
Data Entry
Expert
Data Entry
Expert
Document Handling
Expert
Document Handling
Expert
Client Relationship Management
Expert
Client Relationship Management
Expert
CRM
Expert
CRM
Expert
Microsoft Office
Expert
Microsoft Office
Expert
MS Excel
Expert
MS Excel
Expert
MS Word
Expert
MS Word
Expert
Outlook
Expert
Outlook
Expert
Complaint Resolution
Expert
Complaint Resolution
Expert
Telephone Etiquette
Expert
Telephone Etiquette
Expert
Email Etiquette
Expert
Email Etiquette
Expert
Multitasking
Expert
Multitasking
Expert
Hospitality
Expert
Hospitality
Expert
Customer Experience
Expert
Customer Experience
Expert
Time Management
Expert
Time Management
Expert
Real Estate Reception
Intermediate
Real Estate Reception
Intermediate
Fraud Investigations
Expert
Fraud Investigations
Expert
KYC
Expert
KYC
Expert
AML
Expert
AML
Expert
Credit Card Operations
Expert
Credit Card Operations
Expert
Contact Centre Operations
Expert
Contact Centre Operations
Expert
Calibration
Expert
Calibration
Expert
Customer Relationship Management
Expert
Customer Relationship Management
Expert
Transaction Banking
Expert
Transaction Banking
Expert
Microsoft Excel
Intermediate
Microsoft Excel
Intermediate
Dispute Resolution
Expert
Dispute Resolution
Expert
Ecological Risk Assessment
Intermediate
Ecological Risk Assessment
Intermediate
Chargeback Processing
Expert
Chargeback Processing
Expert
Banking Operations
Expert
Banking Operations
Expert
Quality Assurance
Expert
Quality Assurance
Expert
Process Improvement
Expert
Process Improvement
Expert
Teamwork
Expert
Teamwork
Expert
Salesforce.com
Intermediate
Salesforce.com
Intermediate
Workforce Management
Intermediate
Workforce Management
Intermediate
Report Writing
Intermediate
Report Writing
Intermediate

Social profiles

Personal Website
Personal Website

URL removed due to policy violation. Please contact support for further information.

Languages

English
Expert
Hindi
Native Speaker
Arabic
Beginner
Punjabi
Intermediate

Training and Certifications

Certifications
Fraud Prevention & Investigation
American Express

Training
Customer Service Excellence
British Airways & American Express
Outstanding Performance Certificate – Quality & Process Excellence
Capgemini