Dilip R
Bengaluru
Summary
Experienced and dynamic Social Media Assistant Manager with a proven track record of developing and implementing successful social media strategies. Over 3 years of hands-on experience in managing various social media platforms, crafting engaging content, and analyzing metrics to optimize performance. Proficient in social media management tools and advertising platforms. Extensive experience in conflict resolution, customer service, and team leadership. Skilled in managing high-pressure situations and resolving complex issues efficiently and effectively.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Manager
[24]7.ai
04.2021 - Current
- Develop and implement comprehensive social media strategies aligned with overall marketing and business objectives.
- Create engaging and relevant content for various social media platforms.
- Monitor social media channels, engage with followers, respond to comments and messages, and foster positive interactions with the audience.
- Respond promptly and professionally to escalated inquiries and complaints.
- Develop and implement crisis communication protocols and response strategies.
- Prioritize escalated issues based on severity, impact, and urgency.
- Provide guidance, training, and support to frontline social media teams and customer service representatives.
- Maintain open communication channels with internal stakeholders.
Team Leader
Accenture
04.2021 - 04.2021
- Provide guidance, direction, and support to a team of customer service representatives
- Monitor team performance against KPIs
- Oversee the daily operations of the customer service team
- Act as the escalation point for complex or escalated customer inquiries and complaints
- Coordinate and deliver training programs
- Conduct regular quality assurance checks on customer interactions.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Sales Associate II
Convergys
03.2015 - 09.2016
- Provide exceptional customer service
- Actively engage with customers to identify their needs and preferences
- Develop a deep understanding of the products or services offered
- Utilize knowledge of product offerings to suggest complementary items or upgrades
- Process customer orders accurately and efficiently
- Assist with merchandising tasks.
Information Retrieval Officer
Justdial Pvt. Ltd
06.2012 - 07.2014
- Answer incoming calls from customers promptly and professionally.
- Make outbound calls to customers for various purposes.
- Assist customers with product or service-related queries.
- Listen actively to customers' concerns and take ownership of resolving issues.
- Handle customer complaints with patience and diplomacy.
- Assisted in the development of internal policies and procedures related to information retrieval and data management.
Education
Bachelor of Arts -
Indira Gandhi National Open University
Bengaluru, Karnataka07.2022
Skills
- Leadership
- Strategic Planning & Problem-Solving
- Decision-Making
- Social Media Management
- Performance Improvement
- Quality Management
- Regulatory Compliance
- Operations Management
- Project Management
- Employee Performance Evaluations
Certification
- Certified Microsoft Excel, Macros & VBA Expert
- Completed Bedrock TMF 3.0 Management Training
- Leadership Academy Structure (LA)
Software
- HVD
- Citrix
- ORM
- CRM
- Sprinklr
Languages
English
Kannada
Hindi
Telugu
Tamil
Timeline
Assistant Manager
[24]7.ai
04.2021 - Current
Team Leader
Accenture
04.2021 - 04.2021
Sales Associate II
Convergys
03.2015 - 09.2016
Information Retrieval Officer
Justdial Pvt. Ltd
06.2012 - 07.2014
Bachelor of Arts -
Indira Gandhi National Open University
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