Apr 2023 – Nov 2024 · 1 yr 7 mos

• Develop and implement customer engagement strategies that enhance service excellence.
• Identify and analyze opportunities for process automation to enhance customer engagement.
• Conduct detailed customer journey audits using NPS data to identify trends and insights.
• Gather and analyze customer feedback to identify trends and areas for improvement in service delivery.
• Conduct thorough audits of non-voice processes to ensure compliance with company policies and standards.
• Collaborate with team leads and management to create action plans based on audit findings.
• Provide training and guidance to team members on compliance standards and best practices based on audit insights.

Apr 2022 – Mar 2023 · 11 mos

• Manage and oversee all customer support interactions on social media platforms.
• Develop and implement social media customer service policies and procedures.
• Train and supervise a team of social media customer support representatives.
• Monitor social media channels and respond to customer inquiries in a timely manner.
• Analyze customer feedback and sentiment to inform strategy and improvements.
• Work collaboratively with marketing teams to integrate customer insights into campaigns.

May 2019 – Apr 2022 · 2 yrs 11 mos

• Respond to customer inquiries via email and social media platforms in a timely and professional manner.
• Resolve customer issues and complaints by identifying the problem, providing solutions, and following up to ensure satisfaction.
• Maintain accurate records of customer interactions and transactions in our CRM system.
• Provide reports on customer interactions, feedback, and service trends to management for further analysis.

May 2018 – Nov 2018 · 6 mos · Gurgaon, Haryana, India

Apr 2013 – Apr 2018 · 5 yrs · Gurgaon, Haryana, India