Khoros Social Suite
Charlie Sathyaraja M
Sr Support Partner Manager
Chennai
Summary
Social Media Customer care lead with 10+ years of experience in customer service and social community management. Proactive Hardworking individual talented in program integration, strategic planning and social media and community care evaluation.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
Senior Support Partner Manager
Gen Digital
Chennai
02.2023 - Current
- Responsible for identifying operational efficiencies and recommends best practices for internal and vendor outsourced team.
- Responsible for Define, document, evolve and manage social media care and app reviews specific process, procedures, and policies for multi brands.
- Responsible for managing 3 different Social Customer care partner support partner teams.
- Build and execute strong social care and app review strategy aligned with cross functional team goals (Support and Marketing)
- Ensure that channel specific reporting is maintained and readily available when requested.
- Responsible for Channel Success Metrics to Improve ROI, Increase retention, Improve NPS, Increase Net-Satisfaction.
- Collaborate with Social Care process owners across brands and ensure Social Care strategy is aligned with stakeholders' strategy.
- Identify and Report channel specific issues to correct product/supportability team.
- Integrated existing social care tool as engagement tool of all Gen brands.
Supervisor, Community Management
NortonLifeLock Software And Services India Private Limited
Chennai
06.2022 - 02.2023
- Managing Norton and Lifelock social community on daily basis by developing social community strategies to drive engagement. Coordinating team strategies and engaging with community, assisting users and raising awareness about brand; reporting community feedback to business, following up on issues and escalations appropriately to related channels.
- Developed training, task and process guidelines and communicated clear and concise directions to team
- Enhanced team's productivity by improving response time from < 5 minutes to < 3 minutes
- Frequently reviewed customer feedback from Brand survey tools and influenced process improvements
- Managing vendors and helping them solve customer care issues over social community.
- Assessed and suggested social media contents for promoting brand engagement.
- Streamlined operations to improve process efficiency.
- Worked with various internal teams to maintain compliance with company policies, objectives and communication goals in social community care.
- Worked with marketing team in strategy to increase follower count to brand social handles.
- Managing Ratings and review program to ensure 4 star plus ratings for Norton and Lifelock apps.
- Developed process to identify and engage with positive comments and influencers in social media.
- Building reports and dashboards to assess social metrics and to drive process excellence.
Social Media Support Coordinator
NortonLifeLock Software And Services India Private Limited
Chennai
08.2020 - 06.2022
- Established regular monthly and quarterly social customer care metrics including engagements, NPS, Net Sat and app ratings across platforms.
- Acted as Admin for all brand related Social Media pages
- Coordinated agent tasks and scheduling after evaluation of each employee skill level and knowledge.
- Coordinated with vendors teams to ensure KPI's are met.
- Developed process to reduce "Social Care to Traditional Support" escalations.
- Worked on strategy to increase retention in Social Care.
- Assessed social media presence and maintained less than 5 minutes response time with SLA of 95%
- Managed team of 6 Social media analysts and 2 vendors sites
Social Customer Care Analyst
SYMANTEC SOFTWARE AND SERVICES INDIA PRIVATE LIMITED
Chennai
10.2015 - 08.2020
- Clarified customer issues and determined root cause of problems to resolve product or service complaints over social media
- Maintained response time of less than 15 minutes with above 95% QA Score.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Worked with cross functional teams to actively resolve customer issues over social media.
- Promoted superior social care by addressing customer concerns, demonstrating empathy and solving issues over social media.
Product Support Analyst
SYMANTEC SOFTWARE AND SERVICES INDIA PRIVATE LIMITED
Chennai
04.2013 - 07.2015
- Responded to customer inquiries and provided technical assistance over phone and chat
- Ensure to maintain less than 30 minutes SLA on each calls.
- Identify and report emerging issues that are reported by customers on Mac and Mobile platforms.
- Actively work with engineering teams to identify fix for issues reported by customers.
- Performed troubleshooting and tested customer issues via chat and remote assistance assistance software
- Documented customer interactions and performed troubleshooting in customer relationship management software.
- Captured customer feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs
Senior Consultant Customer Support
Sutherland Global Services
Chennai
02.2009 - 01.2013
- Handling TIER 3 escalated cases and escalating unresolved issues to concern team.
- Handling pending call backs for team.
- Helping clients with regards to technical issues with our software.
Education
B.Tech - Information Technology
SRM Valliammai Engineering College
Chennai 04.2001 -
Skills
Leadership
undefinedCertification
Lean Six Sigma Green Belt
Software
Sprinklr
App Follow
JIRA
Confluence
Qliksense
Medallia
Timeline
Senior Support Partner Manager
Gen Digital
02.2023 - Current
Supervisor, Community Management
NortonLifeLock Software And Services India Private Limited
06.2022 - 02.2023
Social Media for Leadership
02-2021
Social Media Support Coordinator
NortonLifeLock Software And Services India Private Limited
08.2020 - 06.2022
Lean Six Sigma Green Belt
03-2018
Social Customer Care Analyst
SYMANTEC SOFTWARE AND SERVICES INDIA PRIVATE LIMITED
10.2015 - 08.2020
Product Support Analyst
SYMANTEC SOFTWARE AND SERVICES INDIA PRIVATE LIMITED
04.2013 - 07.2015
Senior Consultant Customer Support
Sutherland Global Services
02.2009 - 01.2013
B.Tech - Information Technology
SRM Valliammai Engineering College
04.2001 -
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