Brijesh Vincent
Bengaluru
Summary
Organized Leader who builds a positive rapport, inspires trust and guides the team towards achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor with an impeccable knack to bring out optimum performance from the team via constant motivation.
Overview
10
10
years of professional experience
Work History
Team Lead- ORM
Bundl Technologies Pvt Ltd
Bengaluru
2022.04 - Current
- Monitored social media channels (e.g., Twitter, Facebook, Instagram, LinkedIn) for customer inquiries, comments, and mentions.
- Calibrated and coached resources and up-skilled them to improve and sustain brand tonality.
- Tracked key performance metrics related to social media customer care, such as response time, resolution rate, customer satisfaction scores, and sentiment analysis.
- Developed and implemented social media customer care strategies aligned with overall business goals and customer service standards.
- Reporting – Provide reports on KRA metrics, and constantly worked on improving and streamlining those metrics through new initiatives.
- Collaborated with PR and marketing teams to maintain a positive brand image and reputation.
- Collaborated with departments such as marketing, sales, product, and IT to ensure a seamless customer experience across all touchpoints.
- Implemented process improvements and innovative solutions to enhance the efficiency and effectiveness of social media customer care operations.
Assistant Team Lead - ORM
Bundl Technologies Pvt Ltd(Swiggy)
Bangalore
2020.10 - 2022.04
- Coordinated social media campaigns and promotions with the marketing team to support customer engagement and acquisition efforts.
- Developed process improvements and offered actionable solutions to correct recurring issues.
- Engaged proactively with customers and brand advocates to foster positive relationships and brand loyalty.
- Mentored and guided employees to foster proper completion of assigned duties.
- Led a team of customer service representatives to handle escalated customer issues.
- Monitored industry trends and competitor activities, continuously refining strategies to stay competitive.
Senior Executive - ORM
Bundl Technologies Pvt Limited (Swiggy)
Bangalore
2018.12 - 2020.10
- Responded promptly to customer inquiries with accurate and helpful information.
- Identified and solved issues with production and workforce to drive business objectives.
- Utilized analytics tools and platforms to gain deeper insights into customer behavior and preferences.
- Spearheaded cross-functional initiatives across departments to achieve business goals.
- Stayed updated on emerging trends, technologies, and best practices in social media customer care.
- Reviewed individual department performance and worked with leadership to improve processes, procedures and practices.
- Analyzing key metrics such as NPS and CSAT scores regularly.
Head of Business Development
Linoui
Bangalore
2014.10 - 2018.12
- Developed and executed strategic initiatives to implement key changes and improvements in business development and sales programs.
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Evaluated current service needs and product satisfaction levels with established customers to improve offerings.
- Strategized and implemented successful approaches to revitalize underperforming product lines and create profit-generating enterprises.
- Developed and implemented value-added strategies to increase profitability and cement customer relationships.
- Collaborated with sales and marketing departments to support business objectives and client acquisition.
Education
BBM - Marketing
Kristu Jayanti College
High School Diploma -
Christ Junior College
Skills
- Social Media Management
- Team Leadership & Development
- Customer Relations
- Online Reputation Management
- Reports
- Root Cause Analysis
- Performance monitoring
- Operations Management
- Coaching and Mentoring
- Stakeholder Management
Languages
English
First Language
Malayalam
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Bengali
Intermediate (B1)
B1
Tools & Technologies
- Sprinklr
- One Direct
- Freshdesk
- Devrev
Timeline
Team Lead- ORM
Bundl Technologies Pvt Ltd
2022.04 - Current
Assistant Team Lead - ORM
Bundl Technologies Pvt Ltd(Swiggy)
2020.10 - 2022.04
Senior Executive - ORM
Bundl Technologies Pvt Limited (Swiggy)
2018.12 - 2020.10
Head of Business Development
Linoui
2014.10 - 2018.12
BBM - Marketing
Kristu Jayanti College
High School Diploma -
Christ Junior College
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