Devduth Midya

Heading the team for:

Social Media (ORM), Chat, Inbound, Outbound Sales, Escalations, and Grievance Management

• Created brand tonality, Rule of Engagement, and various SOP documents
• Adept in media monitoring and listening across Social media channels, blogs, review sites, forums,
• Delegated my team to handle - user grievances, critical and sensitive cases, etc
• Responsible for training the team, creating weekly and monthly reports, upskilling agents, making a plan of action, and ensuring changes are implemented
• Worked with the PR team to frame verbiage during a media crisis
• Analyzed brand sentiment and worked on a plan of action to rectify customer issues from recurring
• Currently working on automating the ORM process by creating keyword lists to improve response time and manage resources more efficiently
• Monitoring competitors by benchmarking

Projects handled: Khatabook, Cashbook, Bills and GST by Khatabook, Pagarkhata, Mystore, BizAnalyst, Bizmart

Heading the team for:

• ORM
• Social Listening
• Brand Collaborations
• Community Management

Collaborations with:

• PR
• Consumer Insights
• Data Analytics
• Customer Success

• As a part of the Brand Marketing team, driving the company's ORM mandate to build a positive image for the brand by proactively engaging on review forums and knowledge sharing platforms like Twitter, Facebook, Instagram, Google Play Store, iTunes, Linked-in, Consumer complaints, Voxya, Mouthshut
• Real-time tracking and analysis of customer conversations across Social media platforms
• Building and executing a social media strategy through market understanding, competitive research and platform analysis to target audiences
• Complete knowledge of CMS tools like Sprinklr, One Direct, Transmon, Salesforce, Helpshift, Simplify 360, Freshdesk etc
• Report and coordinate with the Customer Service team to get a resolution for all the complaints/queries and ensure that the response received from the customer service team is posted back on the relevant digital channels
• Managing the workflow and publishing of social content to the platform - planning and maintaining an editorial calendar, and aligning cross-functionally
• Conduct social listening to keep on top of trends and key themes
• In addition, curate content for social media channels, analyze the effectiveness of programs and initiatives, manage agency relationships, review metrics, and other projects as assigned
• Create and publish daily content (original text, images, video) that builds meaningful connections and encourages community members to engage with the brand
• Continuously monitor and gain insights with an action plan for various businesses by analyzing social data/metrics as well adhering to best practices.

• Experience of handling 3 projects Supercell, Scopely, Social Point (5 games)
• Handling escalation tickets
• Assigning tickets to agents based on Que Priority
• Assisting agents
• Managing SLA
• Analyzing performance, conducting refreshers and feedback sessions for agents
• Preparing daily reports
• Interacting with clients through slack, emails and calls to get the latest updates
• Interacting with Managers and providing them with inputs about the process

• Providing complete assistance to U.K customers for HSBC Direct
• Pitching for personal loans, business loans, mortgage, investments and insurance
• Pitching for bank account upgrades (basic, advance and premier)
• Trained in customer verification, security reset (inbound and outbound), credit and debit cards, lostand stolen, telephone banking

• Training clients on using the Trading Platform
• Conducting Workshops/Seminars/Business development workshops
• Training new employees for Lead generation, Sales and Marketing
• After Sales/ Customer Service
• Back Office management