Chakrapani Chakraborty
Bengaluru
Summary
Dynamic Online Reputation Management Expert with a proven track record in enhancing digital footprints for major brands, including AT&T. Demonstrated success in leveraging advanced social listening and crisis management skills to boost customer engagement and satisfaction. Recognized for excellence in social media management and effective complaint resolution strategies. Career aspirations include leading innovative reputation management initiatives that drive brand loyalty and enhance online presence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Online Reputation Management Expert
24/7.ai
Bengaluru
12.2023 - 01.2025
- Oversaw AT&T's online presence on Twitter, Facebook, AT&T Community Forum, and Reddit, ensuring prompt responses to brand mentions and customer escalations
- Employed advanced social listening tools such as Sprinklr to monitor key terms and identify emerging issues
- Interacted with customers promptly and professionally across multiple social media networks
- Assisted customers with inquiries related to AT&T products and services, including explaining features, comparing plans, and facilitating purchases
- Engaged in team meetings and training to stay informed on company policies, product updates, and social media best practices
- Evaluated and prioritized customer escalations based on urgency, impact, and sentiment
- Used active listening and empathy to effectively de-escalate customer issues and build rapport
- Collaborated with internal departments to resolve customer concerns efficiently
- Maintained documentation of escalations and resolutions for reference
- Tailored communication to fit the unique dynamics of each social media platform
Merchant Account Management Associate
Amazon
12.2022 - 07.2023
- Oversaw 21 seller accounts, focusing on sales input, competitive analysis, deal setup, and inventory management
- Executed inventory replication across clusters for efficiency
- Developed month-to-date seller performance reports and portfolio analyses
- Presented cluster demand reports, participated in weekly sales discussions, set goals, and addressed performance gaps
- Documented meeting notes and distributed them to senior management daily
Lead (Marketing) ORM
Shadowfax Pvt. Ltd
02.2022 - 11.2022
- Monitored and analyzed social media reputation factors
- Facilitated exemplary customer interactions via posts, tweets, and emails
- Performed detailed reviews of online content to protect brand reputation
- Provided constructive responses to both positive and negative feedback on forums
- Concentrated on identifying and mitigating potential online reputation threats
- Analyzed survey and review data to identify trends and anomalies
- Presented in-depth weekly and monthly analyses to management
Senior Social Media Specialist (ORM)
Qconneqt Business Solution
02.2019 - 06.2020
- Responded to customer inquiries, requests, and complaints on various social media platforms
- Managed comprehensive follow-ups with clients and stakeholders to resolve customer issues effectively
- Created leads on social platforms and updated clients on promotional offers
- Implemented a customer-centric service approach that met client expectations
- Coordinated with internal teams to ensure client needs were addressed at an L2 level
Customer Experience Associate (Voice Process)
Aegis for Madura Process, Aditya Birla
01.2018 - 02.2019
- Conducted outbound calls to customers to gather feedback after purchases
- Communicated effectively with customers to provide information and resolve product-related inquiries
- Engaged in detailed discussions to understand customer satisfaction and areas needing improvement
- Escalated service deviations to the appropriate departments for resolution
- Maintained thorough records of customer interactions and feedback for reference
- Attended training sessions to enhance product knowledge and service skills
Education
MBA - Marketing
NERIM
Guwahati06-2015
Bachelors - Business Administration
NEHU
Tura03-2013
Higher Secondary School Leaving Certificate (HSSLC) - Commerce
Meghalaya Board of School Education
Tura01-2010
Secondary School Leaving Certificate (SSLC) -
Mahendraganj Deficit Secondary School
03-2008
Skills
- Social Media Management
- Customer Service
- Complaint Resolution
- Lead Generation
- Client Communication
- Cross-selling and Up-selling
- Customer-Centric Service
- Team Collaboration
- Shift - Handling
- Social media escalation
- Social listening
- Community Management
- Crisis Management
Certification
- Digital Marketing - Arrha Institute of Digital Marketing
- Advanced Excel - Skill Nation
- Artificial Intelligence - Be10X
- Power BI Workshop
Personal Information
- Date of Birth: 03/10/92
- Marital Status: Single
Languages
- Hindi
- English
- Bengali
- Assamese
Projects
A study on the causes of Industrial disputes in Virgo PVT. LTD. A Comparative Study on the C/F of Amul and its competitors in Guwahati, Assam. A study on consumer buying behaviour for Life Insurance in Guwahati under Life Insurance Corporation of India (LIC).
Family Details
Late: Chanchal Chakraborty, Government Employee,
Mother: Reva Chakraborty, Housewife
Areas Of Interest
- Reading
- Singing
- Playing the guitar
Timeline
Online Reputation Management Expert
24/7.ai
12.2023 - 01.2025
Merchant Account Management Associate
Amazon
12.2022 - 07.2023
Lead (Marketing) ORM
Shadowfax Pvt. Ltd
02.2022 - 11.2022
Senior Social Media Specialist (ORM)
Qconneqt Business Solution
02.2019 - 06.2020
Customer Experience Associate (Voice Process)
Aegis for Madura Process, Aditya Birla
01.2018 - 02.2019
MBA - Marketing
NERIM
Bachelors - Business Administration
NEHU
Higher Secondary School Leaving Certificate (HSSLC) - Commerce
Meghalaya Board of School Education
Secondary School Leaving Certificate (SSLC) -
Mahendraganj Deficit Secondary School
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