Summary
•15 + years of experience in SaaS, Social Media Listening, Content
Management & Marketing, Managed Services, Recruitment & Hiring, Operations management for Customer Service/ Acquisition for contact centres both in Voice and Social Media led environment
Strong exposure in managing teams, mentoring and coaching team
members to deliver consistent performance and leverage, implement
best practices across segments, New hire onboarding & training,
refresher training, process mapping , documentation of process
manuals.
Driven various Employee Engagement programs
•Expertise in "Process Transitions", have managed multiple
transitions of process within DFS teams (Austin to India)
successfully.
•Developed brand existence across varied social media platforms
•Proactively identified process gaps & implementing change, have
contributed innovative ideas on tool & process enhancements.
•Leading Operations for Fortune 500 brands by using tools like
Social-CRM (Salesforce) to engage with their customers and executing service delivery with Social Media Metrics and by leading
a team to deliver Social Effectiveness Index ranking for Fortune 500
brands
•Liaise with Teams to execute projects, basis client needs and
delivery feedback and build best in class engagement model for the clients
•Projects: Microsoft, Tata Docomo (Customer Acquisition) and many
other Industry based POCs,Social Intelligence report for Pernod
Ricard
•Experienced in training in Leadership offerings, Soft skills training,
Communication training etc and in financial processes, Order
processing, technical support domain
•Sustaining frame work (BQ management, Vitality Training,
XYCN, Driving contests for achieving business goals, Process
Improvements, Analysis of Trends of key metrics etc.)