Ishika Pandey

• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Crisis Managemnet by Responding to crisis and emergency situations with patience and proper communication, resulting in a successful
  de-escalation.
• Taking daily team huddles
• Ensure all social media responses should be sent accurately
• Ensure IRT(Initial Response time) sent within the given time frame.
• Monitor all social media tool.
• Leading team conflicts, tasks and team management.
• Handle Manager Escalation.
• Ensure all KPI are met.
• Conducting Calibration calls with clients
• Creating Daily, Monthly reports.
• Creating Influencer crisis presentations.
• Monitor brand social media profiles.
• Monitor day to day team task completion.
• Admin work for the team.
• Audits for the team (Monthly and Weekly audits).

• Ensure ALL KPIs are met
• Ensure that 100% correct accurate responses to be sent out to the customers over all platforms
• Crisis Managemnet Keyword analysis Profile vetting (Influencer) Ensure hiring training and quality is done in timely manner and should have checks in place
• Attrition and shrinkage percentages check within acceptable range
• Improve process and team efficiency
• Identify process gaps/training needs/process improvement and identify ways to bridge them
• Client coordination Analyze Data to share insights with the brands
• Managing Escalations -WBR, QBR, MBR with the clients Social media Tool
• Automation/Management (Konnect insight & Zendesk)
• Check QC balance
• Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills
• Integrated process improvements to optimise overall workflow and efficiency Set team goals.
• Daily Team huddle.
• Coaching -DFM
• Audits
• Creating Insight Reports - Daily/Monthly.
• Performance Management.
• Assigning daily task to the team -Queue management.

• Delegate tasks and set deadlines Oversee day-to-day operation
• Monitor team performance and report on metrics
• Discover training needs and provide coaching
• Listen to team members' feedback and resolve any issues or conflicts, Recognize high performance and reward accomplishments
• Reporting - Share of voice report Sentiment analysis report Media Type analysis report
• Ensuring FRT is given on time Analyzing cause for late responses and taking necessary measures to correct the same
• Client Focus Adoptability Ability to deliver result driven
• Leading ORM team conflicts, tasks and team management
• Teamwork/Cooperation (within and across units)
• Commitment to Continuous Quality/Process Improvement
• Managing crisis - Develop and implement effective ORM framework and methodologies, recognizing the linkages between risk types
• Identifying the issue with correct keyword search
• Understanding the criticality of the crises by Vetting profile
• Define data requirements and structure to support effective ORM framework.

• Monitoring and guidance to the social media team
• Providing Training and coaching sessions to the team
• Facilitate and lead solutions to the complex problems
• Collaborate very closely to the warehouse team, logistic team and client in order to get resolution to the sellers issue on high priority
• Managing and handling the entire team in the absence of Team lead as a lead
• Publishing Daily basis reports with the help of tools (SIMPLIFY 360,IMS)
• Ensuring FRT is given on time Analyzing cause for late responses and taking necessary measures to correct the same

Role - SENIOR OPERATION EXECUTIVE BRIEF

• Handle all seller queries and complaints raised on the Social Media Platform
• Connect with the sellers through Social platforms to provide the best possible resolution
• Understand the seller grievances and provide appropriate resolution
• Solving/answering prospect and seller issues, complaints, questions/queries in close coordination with the other departments
• Taking sellers-focused approach to handle complaints and escalations
• Taking strong follow-up on all the escalations
• Provide resolution within the framed timelines
• Ensuring that all written communication is carried out as per the seller support procedures
• Publishing daily basis reports to the client.