Social Media Manager

Hitesh Madhwani

Address: G*-***, Raheja Vista Phase 3, NIBM Road, Mohammedwadi, Kondwa, Pune 411060

Handheld # +919*********, Email: ********@*****.***

Summary of Qualifications

A thorough professional with an excellent track record with over 10+ years of experience in the Corporate and Education Sector. Capable of managing multiple task simultaneously and meeting tight timelines. I am someone who is mature, candid and who has integrity. Always work to improve myself and my skills which is part of maturing and becoming better at what I do.

Key Skills: Business Trainer, Professional Skill Development Coach, Communication Skills Coach, Customer Service Skills, Vendor Management, Event Handling, Travel Management, etc

Professional Qualifications

Full Time Employment

Payatu Technologies Pvt Ltd Dec 2016 – On Going

Senior Manager - Operations

Handled and supported a flagship Info Sec conference Nullcon (Asia’s largest information security conference)

Set up travel arrangements, itineraries, airline reservations, shuttle service and hotel accommodations for Employees, Directors and Clients

Handled contractual agreements and contracts with Clients and Vendors

Served as liaison between leadership, customers, colleagues and vendors to streamline flow of information

Coordinated office events, such as meetings, hackathons, outings, etc.

Help in standardization of best practices across functions (Human Resources / Administration / Operations)

Handled the HR profile. Streamlined the employee onboarding to exit process

Managing the overall upkeep of the organization

Oh My Scoop! Apr 2016 – Oct 2016

Outlet Manager

Managing and running operations of an Ice Cream Parlour

Handle daily activities of the outlet (Sales / Revenue / Profits )

Enhancing the model to achieve higher revenue through various activities

Maintaining strict Quality of the dishes being served over the counter

Enhancing the Customer Experience through regular interactions and feedback sessions and creating Brand Loyalty

Manage the Social Media Platforms, like, Facebook, Zomato, on regular intervals

Maintain complete account of the outlet and report the same to the owners

Exit10 Marketing Pvt. Ltd. 2015 – 2016

Manager – Quality & Training

Data driven approach for analysis, corrective and preventive actions

Ensured that the Process Quality is above 87%, through regular feedback sessions and coaching sessions

Analyzing the gap; taking necessary actions to improve the performance to close the gap – Improved the Quality scores across Phone, Chat, Email platforms from 78% to 90% in 3 months

Managed Social Platforms like, Facebook, Twitter (Reply time was less than 1 hour) and various Consumer Forums, responding to Customer Queries / Grievances (Reply time was within 24 hours of the query raised)

Handled high level Customer grievances and ensured closure with full satisfaction

Worked on Process Improvement Plans to enhance overall quality of the Customer Services Team

Created Frequently Asked Questions for various Mobile Phones for quick trouble shooting

Worked with the QA Team (Warehouse) in enhancing their performance and closing any irrelevant gaps

Tested several new products to understand the various faults and worked a solution around them

Was involved in the recruitment processes and interviewing candidates and onboarding new hires

Skyline Institute of Engineering and Technology 2014 – 2015

Public Relations Manager

Handled media related tasks of the College

Handled all Press (Newspaper / Magazines) releases of the events conducted

Handled the Facebook page of the College to ensure all the events are posted and highlighted on the profile page

Organised events, like Seminars, Workshops, Guest Lectures

Skyline Institute of Engineering and Technology 2014 – 2015

Professional Development Coach

Conducted training sessions for students across all branches (B.Tech, MBA, MCA)

Trainings delivered to students from VI to VIII semester

Handled batch sizes of 50+ students

Conducted individual sessions like career counseling and feedback sessions

Topics include, Grooming, Professional Etiquette, Communication skills, Interview Skills, Resume writing, etc.

Conducted activities for students, like speeches, group discussions so they could enhance their ability to interact

Assisted T&P team during placement drive.

Used modern teaching methods to enhance the quality of sessions among the participants

Lapis Marketing Services Pvt Ltd (Hushbabies.com) 2012 – 2013

Team Leader – Customer Service

Maintaining SLA’s of 4 teams – Outbound/Inbound/Emails/Sales

Handled a team of 40 Associates

Weekly assessments on Quality Reviews (Maintaining the QA at 85%)

Improved the Quality scores across Phone, Email platforms from 65% to 86% in 4 months

End to end resolutions to pending/delayed orders with effective intra department communications

Successfully addressing customers’ queries/complaints and evolving quick resolutions within minimum TAT

Conducted regular training sessions on Customer Service, Phone and Email Skills and Quality Parameters

Handled Induction of new employees. Giving new hires the background of the Organisation and various departments, working culture, etc

DTDC Courier and Cargo Ltd 2009 to 2011

Franchisee Outlet Owner

Managed all bookings and delivery of consignments for DTDC Courier, in the Old Delhi region

Had a perfect system running the entire operations from receiving the to the delivery of consignment to the client

Managed the pickup of consignments from the client’s workplace and load them at the local Branch Office

Kept tab on the updates of the company to know any change in business routine

Provided excellent customer support to any client whose consignment went missing or lost, by arbitrating between the client and the management to resolve the matters

Accenture India Services 2005 - 2009

Business Trainer – (Motor Claims Insurance)

Conducted Training for an Insurance based process both Front and Back Offices Processes

Successfully completed Accenture’s Level 2 Trainers certification and coached a trainer through Train the Trainer program to be a Accenture certified Level 1 Trainer

Conducted training programs on Phone and Email Etiquettes, Customer Service skills, Corporate Culture

Transitioned two processes from the Client end to off shore with complete adherence

Documenting training progress of trainees and reporting it to Training / Operations. Ensuring 100% Compliance on all parameters

Have worked on Process Improvement Plans by assessing the Training Need Analysis, followed by making presentations and delivering them on the floor. Implementing process modules training to backfill, cross training and refresher batches

Created a trainer and trainee manual and worked on various presentations to be run across the ops floor

IEnergizer Services Pvt Ltd. 2003 - 2004

Dell Financial Services - (Collections)

Handled Inbound / Outbound Collections calls for Early and Late stage customers

Ensured strict adherence to the process

Mentored and trained new agents

Daksh Eservices Pvt Ltd. 2001 - 2003

Yahoo Customer Care - (Customer Support)

Responding to Customer Queries through Emails and Troubleshooting

Was the Single Point Of Contact (SPOC) for both India and Client

Had the responsibility to pass on updates received from Client to the handlers

Part Time Assignments

Consultant / Trainer 2011 - 2014

Conducted sessions on Soft Skills (PD / Business Etiquette / BD, Interview Skills, etc) and Communication Skills to various Institutions across Delhi (NCR) and Patiala (Punjab), namely:

Indian Institute of Hospital Research and Management, Delhi

Jaipuria Institute Of Management, Noida

Institute of Apparel Management, Gurgaon

Columbia Asia Hospitals, Patiala, Punjab

Trinity Institute, Delhi

Innovic India Pvt Ltd, Delhi

Educational Qualifications

B.A (History) Delhi University, Delhi 2000

12 Grade Lord Mahavira School, Noida 1996

10 Grade American Friendship Residential School, Bangalore 1994

Personal Details

Father’s Name – Mr Kishore Kr F Madhwani

Date of Birth – 15 May 1978

Languages Known – English, Hindi, Sindhi, Kannada

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