Mekhla Mukherjee

• This is part of a freelancing, need-basis role.
• Stay up to date with industry trends and best practices in social media and community management.
• Learnt about blockchain, crypto markets, DeFi, and the Web3 space.
• Create and curate engaging content for various social media platforms such as Facebook, Twitter, Instagram, and LinkedIn.
• Develop and implement social media strategies to increase brand awareness, and engagement.
• Monitor online conversations and engage with the community to build relationships, and drive positive sentiment.

• Actively engaged with both online and offline communities, working closely with the on-ground teams to ensure our customers have a satisfying experience at events, helping them feel connected, and supported.
• Assisted new users in understanding and navigating the app, ensuring they have a seamless, smooth onboarding experience.
• Focussed on building and maintaining strong relationships with our customers, understanding their needs, preferences, and challenges to tailor solutions that best suit them.
• Worked closely with marketing, content, and technology teams to communicate user feedback, ensuring solutions are implemented and follow-ups are carried out for resolution.
• Acting as the primary point of contact, I provided timely and empathetic resolution to customer queries, ensuring a positive experience with our platform.
• Supported and collaborated with the team to create user-centric resources such as FAQs, tutorials, and webinars, aiming to empower users with knowledge and tools.
• Diagnosed, troubleshot, and resolved user issues promptly, collaborating with internal teams to address challenges.
• Tracked and analysed user engagement, satisfaction scores, and issue resolution times, using these insights to recommend strategies that drive continuous improvement.
• Coordinated and managed events, ensuring that our online and offline interactions align with our brand's vision and meet the expectations of our community.
• Launched the Community Ambassadors and Community Leaders programme, then led 13 ambassadors and 19 leaders to engage various spheres of senior life.

Reason for exit: The community engagement scope was very limited, and I had to take a health break.

• This was a part time role.
• Stay up-to-date with industry trends and best practices in social media and community management.
• Learnt Blockchain, Crypto markets, Defi and Web3 space.
• Create and curate engaging content for various social media platforms such as Facebook, Twitter, Instagram, and LinkedIn.
• Develop and implement social media strategies to increase brand awareness and engagement.
• Monitor online conversations and engage with the community to build relationships and drive positive sentiment.

• Worked as a Community Manager for Crystal, which is a programming language born and raised at Manas.
• I was responsible for the overall adoption of the language by the developer community across regions, and establishing a strong position for Crystal in the programming space.
• During the time I was the Community Manager for the project, I increased the community count by 2X across channels including Twitter, Fosstodon, LinkedIn, Reddit, Discord, Gitter, and the Crystal forum itself.
• I successfully launched the Crystal Ambassador Programme and the Crystal Mascot, and also organised the Crystal Conference 2023, which was a massive hit.

Reason for exit: The company had to downsize from 35 employees to 4 employees, just the product leaders.

• Worked as an Open Source Community Leader for Wipro Technologies managing community engagement within the Open Source Practice.
• I was responsible for building and growing the Open Source Culture and Community within Wipro ensuring every member eager to start open source contribution is furnished the right guidelines and processes and enable them in the right direction to match the company's policies.
• I also helped with creating new opportunities and positioning Wipro's open source contributions within the external open source community through a number of engagement programs like Community Leaders Program, Community Council, Open Source Mastery Program, Training and Certification Program.

• Worked as a Senior Research Analyst at Indecomm Global Private Limited, Bangalore, for a Google project named I18n.
• Manual testing on various Google products (Translate, YouTube, Orbis, Keyboards, etc.).
• User experience researcher for various emerging market products, such as Google Maps, Google Lens, Allo, and Crowdsource by Google.
• Community Manager for an open-source data collection product called Crowdsource by Google.
• Handling a community of over 100,000 contributors and more in India and the subcontinent.
• I have led several community events in different cities in India, and organised the Crowdsource Global Community Summit in Singapore in January 2020.
• Close collaboration with Google Developer Groups (GDGs), Student Ambassadors (DSCs), and other relevant stakeholders.
• Also handled vendors and merchandise partners for events.

• Worked as a Senior Operations Analyst at Brillio Technologies Pvt Limited for a Microsoft project known as Mission Control, as an Event Manager.
• Coordinate with clients, vendors, and suppliers to ensure smooth event operations.
• Develop event concepts, themes, and objectives based on client requirements.
• Plan, organise, and execute events from conception to completion.
• Manage event budgets, including cost estimation, tracking expenses, and negotiating contracts.
• Oversee event logistics, including venue selection, setup, and teardown.
• Coordinate event marketing and promotional activities to attract attendees.
• Manage event registration and ticketing processes, including online platforms.

Reason for exit: I was working as a vendor for Microsoft, and there was a change of the vendor company. I was recommended by Microsoft to be selected as one of the members to be onboarded with the new vendor; however, the pay was less than that of the previous vendor, hence I had to decline.

• Worked as a System Analyst at Accenture Pvt Limited for 20 months providing IT/Application support to Global Accenture employees.
• Got selected into a new role called the Lead on Duty through Internal Job Posting and was responsible for smooth functioning of 13 projects including infrastructure, P1/P2 incident validation and follow up procedures (Incident Management).
• Total experience in Accenture amounting to 29 months.
• Knowledge of Problem and Change Management and also CCVMS platform.
• Monitor and analyze key performance indicators (KPIs) to ensure targets are met or exceeded.
• Develop and implement operational strategies and processes to improve efficiency and productivity.
• Oversee and manage day-to-day operations of the department or team.
• Provide leadership and guidance to team members, including training and development opportunities.
• Collaborate with cross-functional teams to identify and resolve operational issues or bottlenecks.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Conduct regular performance evaluations and provide feedback to team members.

• Worked as a Technical/Application Support Analyst (L1) for 5 months and then as a Subject Matter Expert for the same project at Hewlett Packard Global Soft Limited, Bangalore, for a core technical and application support B2B process named Molson Coors Brewing Company, supporting the UK, US, and Canada regions, including call, email, and chat support.
• Participate in meetings, and contribute to discussions and decision-making processes.
• Monitor and evaluate performance metrics to ensure that goals are met.
• Serve as a point of contact for inquiries and escalations.
• Assist in the development and implementation of policies and procedures.
• Stay up to date with industry developments and advancements.
• Collaborate with cross-functional teams to develop and implement strategies.
• Develop and maintain a deep understanding of the subject matter, and industry trends.

Reason for exit: Growth perspectives and better alignment