Feb 2024 – Feb 2025 · 1 yr · Gurugram, Haryana, India · On-site

• Hired for a content strategy role, but transitioned into a high-ownership, execution-heavy support + product communications function due to evolving business needs.
• Adapted quickly and focused on delivering measurable impact in an ambiguous setup.
• Part of the core team writing conversational flows and microcopy for Zia, Zomato’s interactive in-app support agent, optimising for clarity, empathy, and scale.
• Revamped ORM and in-app support responses to be more human, contextual, and brand-consistent, moving away from templated replies.
• Improved social media response rate from ~40% to ~80% through better triaging, response frameworks, and clearer ownership.
• Reduced average TAT from ~24 hours to ~1 hour, enabling faster resolutions and better customer sentiment.
• Led customer delight initiatives via social media, converting escalations into positive brand moments.
• Planned and executed product marketing content for feature updates and new launches across social platforms, collaborating closely with product and CX teams.
• Improved X (Twitter) engagement rate from ~3% to ~7% via sharper copy, trend-aware responses, and audience-first content.
• Contributed to a 43% reduction in human agent involvement on in-app support by strengthening self-serve content and automated response logic.
• Trained and onboarded 15+ social media support agents on tone of voice, brand writing, and real-time customer handling.

Jan 2024 – Feb 2024 · 1 mo · Bengaluru, Karnataka, India · On-site

Jun 2022 – Feb 2024 · 1 yr 8 mos · Bengaluru, Karnataka, India

• Preparing the social media calendar for efficient content creation and scheduling the posts for on-time
• execution.
• Collaborating with other departments like Design, Comms, YT, etc to ensure brand consistency across
• all social media channels
• Copy-writing for interesting buckets like Karzi Mushaira, De-motivational quotes, Man-with-a-sign,
• Finance video essay reels and more.
• Achievements: Increased engagement rates on company social media channels to an average of 3.5%
• by creating and curating content that resonates with target customers.
• Developed detailed reports using tools like Meltwater, CleverTap, and LocoBuzz that provided valuable
• insights into customer behaviours, resulting in more relatable content and higher engagement rates.
• Ideated and Created a social media post that went viral on LinkedIn organically with 61k Likes, 66
• comments, 1.9k shares, and 500k Accounts Reached.

Oct 2021 – Jun 2022 · 8 mos · Gurugram, Haryana, India

• Handling various social media platforms like Instagram, Facebook , LinkedIn and Twitter handles of Adda247
• Focussing on Organic growth of all the social media channels
• Content creation for all the channels
• Brainstorming ideas for content and developing content strategy
• Optimising the Social Media Accounts
• Increasing Reach and Followers organically for the Official social media Handles of the company

Jul 2019 – Mar 2020 · 8 mos · Gurgaon, India

• Working in an international travel process for Red Apple Travel.
• Registration of new Travel Agents.
• Providing Online Training for the portal of Red Apple Travel and to new hirings.
• Farming- Understanding the problems faced by Travel Agents and providing them relevant solutions.
• Inbound enquires- Handling incoming calls of Travel agents regarding bookings and quotations.
• Preparing reports on daily and monthly basis.

Jul 2018 – Aug 2018 · 1 mo · Lucknow Area, India