ASHISH S BIRADAR
Digital Content, Social Media & Customer Experience Specialist
Bangalore,KA
Summary
Customer Experience and Digital Content professional with 11+ years of experience across financial services and customer operations. Experienced in creating AI-ready knowledge base content, managing social media engagement, supporting trading platforms and financial markets, and delivering exceptional customer experiences. Skilled at collaborating with cross-functional teams, solving complex customer issues, analysing customer insights, and improving digital self-service through accurate, user-focused, and compliant content.
Overview
2
2
Languages
12
12
years of professional experience
Work History
Digital Service Content Creator
IG Group
05.2025 - 07.2026
- Optimized support content for AI, reducing customer effort by 20% and enhancing the overall self-service experience.
- Created and managed Help Centre and knowledge base articles, delivering AI-ready content that improved self-service and content accuracy.
- Developed product, educational, and market content with 5+ cross-functional teams, ensuring accuracy, consistency, and timely delivery.
- Developed engaging content strategies to enhance audience interaction across digital platforms.
- Conducted content audits to ensure 100% compliance with governance standards and regulatory requirements.
- Managed CMS content updates and digital publishing to enhance content quality and streamline turnaround times.
- Technologies / Skills Used: Intercom, Shelf, Genesys, Copilot, Claude, Jira
- Analyzed performance metrics to refine content strategy, boosting user engagement across digital channels.
- Conducted regular content audits, achieving 100% compliance with governance standards and regulatory requirements.
Social Media Specialist
IG Group
03.2023 - 04.2025
- Managed customer engagement across 5+ social media platforms, ensuring timely responses and consistent brand representation.
- Developed and published market updates, educational posts, product announcements, and customer communications to inform and engage target audience.
- Oversaw online reputation on Trustpilot, Google Play, Apple App Store, and review platforms, maintaining brand tone and professionalism.
- Analyzed hundreds of customer reviews and generated monthly insight reports to identify trends, driving enhancements in customer experience.
- Analyzed hundreds of customer reviews and generated monthly insight reports to identify trends and enhance customer experience.
- Identified customer pain points and recommended content and process improvements to enhance digital engagement and self-service.
- Technologies / Skills Used: SproutSocial, Trustpilot, GooglePlay, Apple Developer, AEM, CQ, Adobe Experience Manager, Intercom
Trading Service Analyst
IG Group
11.2022 - 02.2023
- Provided support to retail and professional clients across CFDs, Spread Betting, Share Dealing, and Forex trading products.
- Guided customers in trading platform navigation, order execution, account administration, and transaction processes, enhancing user experience and resolving inquiries efficiently.
- Investigated trading-related issues such as order rejections, pricing queries, trade execution concerns, corporate actions, and account restrictions by collaborating with internal dealing, operations, and technical teams.
- Supported clients on multiple trading platforms, including IG Trading Platform, ProRealTime (PRT), MetaTrader 4 (MT4), and mobile applications, ensuring seamless trading experiences.
- Maintained a strong understanding of global financial markets, trading products, and platform functionality to provide accurate guidance and support.
- Identified recurring customer issues and provided actionable feedback, facilitating process improvements that enhanced customer journeys and operational efficiency.
- Technologies / Skills Used : Genesys, IM, Intercom
Customer Service Analyst
Accenture
07.2017 - 08.2021
- Delivered exceptional customer support for Virgin Media's TV, broadband, and phone services, addressing account management, billing, and technical inquiries.
- Scaled chat support operation from 20 to over 200 team members as part of pilot team, enhancing support capacity.
- Served as Subject Matter Expert (SME), mentoring new team members and providing process guidance to improve quality.
- Managed team of 20 advisors, facilitating escalations and providing performance guidance to ensure effective daily operations.
- Contributed to the scaling of the chat support operation from 20 to over 200 team members as part of the pilot team.
- Technologies / Skills Used: IC, RedWeb
Customer Support Associate
HGS
03.2015 - 06.2017
- Delivered B2B customer support for business broadband and telephony services, addressing account inquiries, contract renewals, service requests, and billing queries to ensure client satisfaction.
- Resolved connectivity and service-related issues for business clients, ensuring timely solutions and minimal disruption.
- Built strong client relationships through high-quality customer service, effectively resolving complex account and service concerns.
- Collaborated with internal technical and operational teams to resolve escalated issues, improving service delivery and client experience.
- Consistently met service quality, productivity, and customer satisfaction targets in a fast-paced environment.
- Technologies / Skills Used: RedWeb, IM
Sr. Consultant - Customer Care
Minacs
03.2014 - 02.2015
- Delivered customer support by managing account enquiries, service requests, and issue resolution, achieving high customer satisfaction levels.
- Resolved customer concerns through effective troubleshooting, problem-solving, and clear communication.
- Maintained accurate customer records and ensured compliance with company policies, consistently meeting quality standards of 85% or higher.
- Collaborated with internal teams to resolve escalated issues, improving overall service delivery.
- Maintained accurate customer records and ensured compliance with company policies and quality standards of 85% and more.
- Technologies / Skills Used: Ecommerce, Web
Education
Bachelor program in Computer Applications (BCA) -
Xavier Institute of Professional Studies
Bangalore09-2017
Skills
Content and knowledge management
Social Media Management
Data Analysis & Reporting
Cross-functional Collaboration
AI-ready Content
Customer Experience (CX)
Account Management
Communication
Excel
Salesforce
Content governance
Community moderation
Sprout Social
Trustpilot management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Timeline
Digital Service Content Creator
IG Group
05.2025 - 07.2026
Social Media Specialist
IG Group
03.2023 - 04.2025
Trading Service Analyst
IG Group
11.2022 - 02.2023
Customer Service Analyst
Accenture
07.2017 - 08.2021
Customer Support Associate
HGS
03.2015 - 06.2017
Sr. Consultant - Customer Care
Minacs
03.2014 - 02.2015
Bachelor program in Computer Applications (BCA) -
Xavier Institute of Professional Studies