Adil Mir
Senior ORM Specialist -
Gurgaon
Summary
Senior Social Media Specialist - ORM managing approximately 80 to 100 outgoing calls, emails, and chats per day across customer support channels. Resolved customer concerns through tailored solutions that strengthened loyalty and retention. Managed social media accounts, responding promptly to comments, messages, reviews, emails, and calls.
Overview
2
2
Certifications
8
8
years of professional experience
Work History
Senior Social Media Specialist - ORM
Blinkit Gurgaon
06.2024 - 04.2026
- Managed approximately 80 to 100 outgoing calls, emails, and chats per day across customer support channels.
- Resolved customer concerns through tailored solutions that strengthened loyalty and retention.
- Managed social media accounts, responding promptly to comments, messages, reviews, emails, and calls.
- Updated social media profiles daily to support brand visibility and a consistent online presence.
- Produced daily reports for the client by EOD and tracked recurring issues for follow-up.
- Reduced resolution times by improving communication between customers, support teams, and internal stakeholders.
- Created detailed escalated-case reports to identify trends and support process improvements using Excel and Konnect Insights.
Senior Executive Customer Success
Ixigo, Gurugram (Remote)
05.2021 - 01.2024
- Resolved 70% of customer cases at first contact by troubleshooting booking issues and guiding travelers through next steps.
- Handled 50 customer interactions per day across calls, email, and direct messages while maintaining responsive travel support.
- Optimized sales workflows by identifying bottlenecks and improving upsell conversion from Normal to Economy tickets.
- Supported corporate clients with travel arrangements and booking changes tailored to their specific travel needs.
- Managed escalations across social media and email, using case management to keep customer issues moving toward resolution.
- Improved customer satisfaction by handling booking issues efficiently and streamlining responses through social media and email support.
Client Support Executive
Zomato Media Private, Gurugram
06.2018 - 01.2021
- Supported 230 restaurant onboarding cases per week while keeping partner setup organized and responsive.
- Guided restaurant owners through account setup, explaining each step for smooth platform integration.
- Optimized merchant profiles and listings to improve visibility and support smooth day-to-day operations.
- Provided onboarding support to restaurant partners, resolving setup questions and keeping launches on track.
- Handled escalation management and case management for partner issues, coordinating timely follow-up and closure.
- Used Microsoft Excel, Salesforce reporting, Konnect Insights, Freshchat, and Locobuzz to track partner support activity.
Education
Hotel Management - Hotel And Motel Management
IHM Srinagar
Srinagar11-2017
Skills
Client retention strategies
Customer segmentation
Escalation management
Social media support
Case management
Microsoft Excel
Salesforce reporting
Konnect Insights
Freshchat
Locobuzz
SLA management
Accomplishments
I streamlined the onboarding process at Zomato, reducing setup time by 20%. In the travel industry, I improved customer satisfaction by resolving booking issues quickly and enhancing user experience. My strong communication skills helped build lasting client relationships and boost retention
Certification
Melt Water - Digital Marketting
Interests
Fitness, Wellness
Timeline
Senior Social Media Specialist - ORM
Blinkit Gurgaon
06.2024 - 04.2026
Senior Executive Customer Success
Ixigo, Gurugram (Remote)
05.2021 - 01.2024
Client Support Executive
Zomato Media Private, Gurugram
06.2018 - 01.2021
Hotel Management - Hotel And Motel Management
IHM Srinagar