Munaf Chohan

CEO

Mumbai, Maharashtra, India8 yrs 1 mo experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 8 years of expertise in Customer Experience and ORM.
Proven track record in managing complex customer support operations.
Skilled in leveraging analytics for actionable insights.

Stackforce AI infers this person is a Customer Experience and ORM specialist in the Digital Marketing sector.

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Skills

Core Skills

Customer Experience ManagementOnline Reputation ManagementData AnalysisSocial Media AnalyticsSocial ListeningClient ManagementSocial Media ManagementCrisis ManagementSocial Media Strategy

Other Skills

SprinklrFreshdeskAnalyticsCustomer FeedbackMeltwaterHootsuiteSocial AnalyticsCompetitor AnalysisProactive MonitoringReportingSearch Engine Optimization (SEO)Social Media MonitoringCompetitive AnalysisNet Promoter ScoreCustomer Satisfaction (CSAT)

About

With 8+ years in Social Listening, ORM, and Customer Experience, I specialize in building ORM processes and Social Listening Command Centers, configuring tools, and delivering actionable insights. Skilled in Sprinklr, Talkwalker, Meltwater, Hootsuite, Locobuzz, Konnect Insights, and more, I excel in account management, dashboard creation, and turning raw data into strategies that strengthen brand reputation and customer engagement. On the Customer Experience front, I bring expertise in Freshdesk ticket management, root cause analysis, and customer service operations. I also track and analyze NPS and CSAT, ensuring actionable feedback that improves customer satisfaction and overall support efficiency.

Experience

8 yrs 1 mo

Total Experience

2 yrs 8 mos

Average Tenure

3 yrs 8 mos

Current Experience

Mahindra first choice wheels ltd

Lead- Customer Experience

Sep 2022 – Present · 3 yrs 8 mos · Mumbai, Maharashtra, India · On-site

Led the end-to-end Customer Experience department, overseeing support operations for a diverse portfolio of businesses, including YMS, IBB, Retail, Home Inspection, Autoinspekt, Ediig and Autokart.
Managed the complete customer support lifecycle using Freshdesk, defining and implementing SOPs to streamline ticket management and resolution.
Managed and mentored the CX team, ensuring high-quality customer interactions and adherence to service standards.
Leveraged analytics from both Freshdesk and Sprinklr to provide critical reports to management.
Tracked and analyzed key customer satisfaction metrics, NPS, and CSAT to gauge customer loyalty and service performance.
Utilized customer feedback and data to perform root cause analysis, advocating for product and service improvements across all business units.
Developed and implemented a comprehensive online reputation management strategy for Mahindra First Choice and car&bike.
Proactively monitored brand mentions, public sentiment, and reviews across all digital and social media channels.
Ensured a consistent and professional brand voice in all responses and communications.
Managed crisis communication and mitigation plans using real-time social listening to identify and respond to potential brand risks.
Analyzed and reported on KPIs such as Sentiment, Share of Voice, and Top Call Drivers.
Supported the editorial team with data on social reach and engagement while also conducting competitor analysis to inform strategy and avoid potential pitfalls.

Customer Experience ManagementSprinklrOnline Reputation Management

Iprospect

Manager- ORM

Aug 2019 – Sep 2022 · 3 yrs 1 mo · Mumbai

ORM Project Management & Lead
Social Listening | Response Management | Social Analytics | Competitor Analysis
Preparing daily dashboards, and monthly/quarterly reports.
Handling the ORM business verticle by onboarding clients and working on new pitches.
Accounts handled:
GoAir, JBL, ICICI Direct, Fossil, Switzerland Tourism, Remit2India, Reliance Mall, Al Rajhi Takaful, Royal Sundaram, Jiva Ayurveda, Canara HSBC Life Insurance, Aliens group, Gera Developments, Finolex Pipes, Essilor & Invisalign.

MeltwaterHootsuiteOnline Reputation ManagementSocial Listening

Jio

Sr. Social Media Executive

Apr 2018 – Aug 2019 · 1 yr 4 mos · Mumbai Area, India

Absorbed from Locobuzz
1. Responsible for social listening of reliance entities.
Reliance Retail
Reliance Digital
Reliance Fresh & Smart
Reliance Trends
Reliance Mall & Market
Reliance Footprints
Reliance Jewles
Reliance Petroleum
Ajio
2. Took care of real time response management, tagging, and close looping with resolution.
3. Flagging any critical alerts/ escalations to the brand managers.
4. Monitoring competition for any new campaigns which may get traction.
5. Daily Insights which covers top campaigns, events, news and critical incidents for the day.
6. Creating monthly reports for the brand team every month containing useful insights and feedback.
7. Making sure all the metrics are met, creating SOP’s, TAT analysis and regular quality checks on the samples of responses posted.
8. Design and maintain response KM system which needs to be updated on regular intervals post consultation with brand team.

HootsuiteProactive MonitoringSocial Media ManagementCrisis Management

Locobuzz

Sr. Social Media Executive

Apr 2017 – Mar 2018 · 11 mos · Mumbai, Maharashtra, India

Client: Reliance Jio, Ambani Family, RIL & subsidiaries.
1. Online Reputation Management: Responsible for query management and brand reputation on different Social Media platforms.
2. Actively Monitor All Social Media Channels for Negative/Positive mentions around the Brand, giving an idea about the ongoing trends and speculation of the same.
3. Competitive analysis & executive level insights for all product & service offerings of Reliance Jio.
4. Analysing and Research on potential advantages/threats online and regularly generate social CRM reports.
5. Making a Brief Summary for the day and presenting it to Senior Management on a daily basis.
6. Social media campaign management & analytics, influencer engagement, designing proactive brand strategies.
7. Continuously improve by capturing and analysing the appropriate social data/metrics, insights and best practices, and then acting on the information.
8. Build and execute social media strategy through competitive research, platform determination, bench marking, and messaging audience identification.
9. Report Key Insights over the Week around the brand and its competitors, Share of Voice, Sentiment, Major Topics of Discussion, Top Influencers - Positive and Negative, Top Issues around the Brand.
10. Reactive Scenarios before announcement which include speculation of scenarios that could happen on Social Media after announcement and Seed thought and suitable action to be taken under each scenario.
11. Monitors and utilize social media channels to assertively drive concerns and create reports and documents that track and provide critical feedback regarding the effectiveness of marketing campaigns, activities, and promotions.
12. Social Media tool customizations, overcoming security vulnerabilities, deployment & platform support.