Aug 2020 – Jun 2021 · 10 mos · India

Feb 2019 – Jun 2020 · 1 yr 4 mos · Gurugram, Haryana, India

• Highlights:
• Building long-lasting relations with customers,
• Focus on solving customers' queries with the best possible solutions and improving retention rates.
• Focus on improving renewals and reducing churn.
• Designing social media strategies to achieve marketing targets.
• Producing and publishing content (Blogs, Social Media, and Websites) writing, editing and proofreading, formulating content strategies.
• Suggesting and implementing creativity for marketing and promotion of the product on social media and website.
• Managing a team of 5 members for coordination and publishing final content on the website or social media platforms.
• Key Responsibilities:
• Study the website carefully, understand and identify the area of improvement
• Handle all the pre-sales/post sales queries related to the website on phone and emails.
• Counseling students/parents at basic level.
• Order management for the digital orders.
• Manage Social media accounts of the business.
• Suggest improvement area and business development ideas. Also, help them implemented.
• Create daily, weekly, yearly report to check the growth pattern.
• Coordination with other departments for the work (DTP, Editorial)
• Taking care of promotional campaign viz. email, sms, and social media.
• Content uploading and editing on the website and social media platforms.

Jan 2018 – Feb 2019 · 1 yr 1 mo · Gurugram, Haryana, India

• Resolving users’ queries and complaints, including any contingencies by constructing appropriate messages.
• Analyzing, identifying & escalating issues appropriately.
• Ensuring customer success by reviewing the information and troubleshooting problems using available resources while negotiating with various departments.
• Acting as an Arbitrator in different situations among users; multi-tasking and controlling numerous concurrent tasks simultaneously.

Sep 2016 – Dec 2017 · 1 yr 3 mos

• Investigate and conduct root-cause analysis on customer complaints reported over calls, emails, GRO desk, and, social media.
• Identify potential corrective or preventive actions while coordinating with departments such as Sales, Collection, Anti-fraud, Security, Finance, and Payments in the investigation process.
• Prepared daily data queries and reports on a daily, weekly, monthly, and quarterly basis.
• Administered a C-SAT survey on closed complaints and created call transcripts.

Nov 2008 – Jan 2013 · 4 yrs 2 mos

• Manage the BAU (Business As Usual) work including Invoice Generation, Budget and Portfolio Generation, updating client’s IP details. Also, providing the best possible solution to clients for proper management of their IPs.
• Perform basic research on the client’s IP as per IP law of the country using tools such as MS Access, MS Excel, and MS Word.
• Assess the effectiveness of training & development programs; formulated or reviewed training strategy and determined appropriate instructional methodologies. Continuous top performer and recognized for excellent work on monthly and quarterly business events.

Sep 2006 – Aug 2008 · 1 yr 11 mos

• Audit US mortgage documents before scrutinizing into the secondary market.