Feb 2018 – Oct 2022 · 4 yrs 8 mos · Mumbai, Maharashtra, India

• Conduct competitive research, analyse the trend, monitor and regularly generate social CRM reports and insights for all brands under RIL
• . Understand the conversation surrounding the brand and the products and services they offer. Provide valuable consumer data that can be used to gauge brand awareness and improve products and services
• Deliver digital performance in the form of reports, dashboards, or emails that convey the results in a way that explains what happened, why it happened, and what we do next
• Social listening tool setup (including keywords, query parameters and dashboards) and analysis
• Pull and interpret data from social listening tools including volume, sentiment, conversation drivers, influencers, etc.
• Take initiative on refinement of query parameter setup to ensure accurate and insightful mention analysis is available to report on by the end of the reporting period.
• In depth knowledge of the social CRM tool
• Sharing timely Social Media Insights/Alerts including customer feedback, competition news and recommendations across products/segments
• Work cross functionally with other teams – Networks, Retail, Customer Service, Sales, Handset brands to ensure close looping of issues
• Make recommendations for potential improvements based on insights and analytics
• Amplification of positive mentions and mitigation of negatives
• Identifying and reporting key influencers and potential leads for the brand
• Identify and escalate any critical cases which has tendency to get viral and may damage brand reputation
• Coordinating with state teams PAN India for social media lead closures for Mobility, Fiber and Enterprise etc.
• Continuously analysing the appropriate social data/metrics through keywords addition
• Reporting & Removing fake apps, websites, false deals/offers, tweets, news articles, websites, videos, memes etc. that can be threat to the organization
• Training new recruits

Jan 2016 – Feb 2018 · 2 yrs 1 mo · Mumbai Area, India

• Social Media Listening and Buzz Tracking
• Managing Social media CRM for brands
• Managing online reputation of brand using a social listening tool
• Client Servicing and Account Management
• Analysing the Brand’s online presence and damage control
• Interacting with users/customers across all social media platforms
• Formulating strategies that will create a buzz online
• Formulating Strategies to optimize the Turn-around time
• Handling campaigns of the brand on the social media platform and notifying the client of the engagement
• Specialized handling of Mouthshut and consumer complaints forum for the brand clientele
• Team management
• Preparing daily, weekly and monthly review reports
• Preparing Ad hoc reports for the client
• Responsible for checking feedback of customer through social media
• Responsible for replying to customer’s query and response
• Developing new ways to promote brand product on social media
• Responsible for maintaining hygienic media image
• Generating lead from customer’s query
• Monitoring social data via social listening tools to assess product strengths and weakness, crafting reports for Product
• Account management
• Client interfacing and interaction
• Training new recruits
• Exposure to brand monitoring on social media
• Client interaction
• Customer service experience
• Online brand management and communication with online users and engagement
• Measure, Monitor and Standardize the social media
• Responsible for managing brand image of the company
• Managing Social Media CRM for client
• Giving insights to the client about the present situation of the products online
• Providing insights and suggestions to the clients for online campaigns/interactions
• Process streamlining and provide insights for tool streamlining

Jul 2015 – Dec 2015 · 5 mos · Mumbai Area, India

Oct 2014 – Jul 2015 · 9 mos · Mumbai Area, India

Jan 2012 – Jan 2012 · 0 mo