Manisha Ashok
Social Media Escalation Specialist
Bengaluru,KA
Summary
I am an enterprising young professional intending to develop my career in the organization.I think in terms of results and objectives. I am very enthusiastic and I work with decisiveness and conviction. I have a proactive attitude and find positive ways to stimulate and engage with people
Overview
2
2
years of post-secondary education
5
5
Languages
6
6
years of professional experience
Work History
Social Media Escalation Specialist
Fampay Solutions Private Limited
Bengaluru, Karnataka
02.2022 - Current
- Increased customer satisfaction by resolving issues.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated professionally with colleagues, freelancers and clients.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Created and collaborated in implementation and maintenance of customer complaint log.
- Analyzed quality and performance data to support operational decision-making.
- Compiled and distributed weekly feedback to managers to improve service time and quality while increasing productivity.
- Addressed non-conformance issues, pausing production to correct errors.
- Trained and mentored new personnel hired to fulfill various roles.
- Analyzed and evaluated training effectiveness and program outcomes.
- Facilitated virtual, in-person and blended learning sessions.
- Developed lesson plans, instructional materials and written practice tests for training courses.
- Developed and implemented successful onboarding program.
- Provided coaching and mentoring to employees.
- Established and maintained quality control standards.
Assistant Team Lead
Wakefit Solutions Private Limited
Bengaluru, Karnataka
08.2019 - 06.2022
- Led corporate-wide initiatives to help guide enterprise and business level goals.
- Designed and prepared technical reports, studies and related documentation.
- Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
- Developed business cases, presentations and reports for senior management.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained new personnel regarding company operations, policies and services.
- Assisted with new hire processing and existing training programs.
- Set incentives and realistic targets associates could achieve.
- Conducted new-hire training regularly throughout fiscal year.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Initiated timely response to emails, voicemails, and written correspondence.
- Maintained team flexibility and embraced change to adapt within dynamic markets.
- Created staff schedules, approved requested time off and updated reports.
- Assisted manager with scheduling of employees for each shift.
- Supervised 25-30 co-workers.
- Delegated daily tasks, addressed employee questions and resolved scheduling issues.
- Covered shift shortages for shifts to keep production schedule on time.
- Worked with customer service to handle escalated customer issues.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Fixed identified issues to increase productivity and boost workflows.
- Analyzed quality and performance data to support operational decision-making.
- Implemented process improvements to increase productivity in quality assurance operations.
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
- Investigated customer complaints to take necessary corrective actions.
- Conducted regular feedback sessions with the team member regarding product and process improvement.
- Handled RCA on high-end escalations and ZT policies
Senior Customer Service Associate
Doodhwala
Bengaluru, Karnataka
11.2018 - 06.2019
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Escalated issues to proper supervisors when standard processes were not effective.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
Risk Analyst
SlicePay
Bengaluru, Karnataka
10.2017 - 10.2018
- Investigated allegations to check validity and recommend actions to minimize risk.
- Engaged with collections, risk,and fraud teams, collaborating on implementation of collection strategies.
- Handled Type claims according to internal risk management policies, keeping liability minimized by leveraging expertise and available tools.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Promoted enterprise-level risk management practices and helped instill strong culture focused on protective policies and procedures.
- Collaborated on implementation of collection strategies with collections, risk and fraud teams.
Education
09.2013 - 10.2015
Skills
Mentoring and coaching
Social media platforms practices and managing
Client Engagement
Lead Development
Process Structuring
QA Tools
Team Startup
Providing Insightful Feedback
Conducted Product and Process training
Timeline
Social Media Escalation Specialist - Fampay Solutions Private Limited
02.2022 - Current
Assistant Team Lead - Wakefit Solutions Private Limited
08.2019 - 06.2022
Senior Customer Service Associate - Doodhwala
11.2018 - 06.2019
Risk Analyst - SlicePay
10.2017 - 10.2018
Chethana PU College - ,
04.2013 - 05.2015