Khrielabeinuo Mere
P2 Analyst- ORM (Online Reputation Management)
Kohima
Summary
Proven track record in enhancing customer satisfaction and streamlining online reputation processes at PayU Payments Private. Excelled in problem resolution and performance improvement, demonstrating exceptional written communication and active listening skills. Achieved significant improvements in customer engagement through meticulous attention to detail and effective multitasking.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Senior Executive ORM-Online Reputation Management
PayU Payments Private
01.2018 - 02.2024
- Attending to all customer queries, concerns, and comments posted to company's social media platforms.
- Liaising with sales personnel, product managers, and marketing team to meet and exceed customer expectations.
- Reviewing all social media posts for accuracy and ensuring inappropriate content is removed.
- Maintaining a working knowledge of company products to effectively communicate with customers.
- Staying informed on social media trends, innovations, and changes.
Senior Executive- CRM
Coolwinks
01.2017 - 01.2018
- Assist customers with issue related to order placement, payment & product selection.
- Manage large amounts of emails
- Identify and assess customers’ needs to achieve satisfaction
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Customer orientation and ability to adapt/respond to different types of characters
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Take extra mile to engage customers.
Executive- CRM
PayU Payments Private
11.2015 - 01.2017
- Resolve product or service problems by clarifying customer's complaint; determining the cause of problem; selecting and explaining the best solution to solve problems; expediting correction or adjustment; following up to ensure resolution
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Follow communication procedures, guidelines, and policies
- Use telephones to reach out to customers and verify account information
- Contribute to team effort by accomplishing related results as needed
- Maintained good number of calls & emails.
Education
Bachelor of Arts -
Baptist College Kohima
Kohima 02.2012 - 07.2015
Skills
Written Communication
Active Listening
Computer Skills
Adaptability and Flexibility
Problem-solving abilities
Mail handling
Languages
English
Hindi
Timeline
Senior Executive ORM-Online Reputation Management
PayU Payments Private
01.2018 - 02.2024
Senior Executive- CRM
Coolwinks
01.2017 - 01.2018
Executive- CRM
PayU Payments Private
11.2015 - 01.2017
Bachelor of Arts -
Baptist College Kohima
02.2012 - 07.2015