Social Media Customer Care

PROFILE SUMMARY

●Creative, skilled social media expert with 8 years of experience in customer service.

●Excellent track record of driving initiatives on continuous work force development, integrating work force development with process improvement.

●Been proactive and focused as a student.

●An effective communicator with strong interpersonal, presentation and good reasoning skills.

●Ability to work in a fast-paced environment to set deadlines.

●Highly organized with a creative flair for project work.

SOFTSKILLS

ACADEMIC DETAILS

B.Com from IGNOU

2004 Highschool from N.I.O.S, Delhi

2002 Intermediate from N.I.O.S, Delhi

ORGANISATIONALEXPERIENCE

8th June, 2015 - November, 19 MobiKwik Digital Wallet ~ Team Leader (Inbound Voice process &

Social Media)

Started working as a social media analyst handled Face book and twitter.

Being responsive to customer complaint always took responsibility that we care about the customers experience and stopped the issue from growing and taking the life off its own as others readers add and commented on the original concern.

Always offered users to connect with me via different channels to steer away the conversation from the public eyes and was able to control the situation in case it escalates.

Got promoted as Team leader in March 2018.

Lead team of 7-8 members in social media. Maintained attendance kept a record how are others Team members replying to users if required shared my tweets or replies to improve their performance.

12th June, 2011 – June, 2013 Valyoo Technologies Ltd ~ First Impression Officer

December, 2009 – March, 2011 V Customer ~ Customer Care Executive

Key Result Areas:

Highlights:

●Social media channels: Facebook, Twitter.

●Platforms, tools and analytics

●Develop and monitor benchmarks for measuring impact of social media programs.

●Collaborate with department heads to develop and manage interdepartmental social media team.

PERSONAL DETAILS

Date of Birth: 9th September 1984

Languages Known: English & Hindi

Address: E-272 Greater Kailash Part – 2, New Delhi 110048

Location Preference: Delhi NCR

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