Mihir Thakkar
Mumbai
Summary
Dynamic Social Media Specialist with a proven track record at IDFC FIRST Bank, excelling in digital branding and audience analysis. Expert in optimizing content strategies to enhance engagement and customer satisfaction. Strong problem-solving skills complemented by effective communication, driving successful collaboration across teams to resolve issues and improve service delivery.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Social Media Specialist
IDFC FIRST Bank
Mumbai
01.2023 - Current
- Evaluated audience engagement metrics to optimize content strategies and drive higher interaction rates.
- Tracked trends in social media to inform strategic adjustments and improve audience engagement.
- Conducted social listening to gather insights on audience sentiment.
- Managed online reputation by monitoring and responding to customer feedback.
- Resolved social media complaints by promptly addressing customer concerns, enhancing customer satisfaction.
- Collaborated with marketing teams to align social media efforts with overall goals.
- Analyzed customer feedback to identify trends and recommend improvements.
- Investigated customer complaints and identified root cause of the issue.
- Collaborated with cross-functional teams to address product issues effectively.
- Interfaced with internal departments to ensure timely resolution of escalated cases.
- Documented detailed reports of all escalations and resolutions.
Customer Service Coordinator
Cma Cgm
05.2018 - 04.2019
- Coordinated resolution of customer queries in fast-paced environment, ensuring timely support and satisfaction.
- Managed customer inquiries and efficiently resolved issues in logistics sector, enhancing client satisfaction.
- Investigated sensitive customer service complaints, delivering prompt resolutions to ensure customer satisfaction.
- Established quality standards for service team and evaluated progress to enhance service delivery.
- Developed training materials for new staff, facilitating understanding of customer service protocols and systems.
- Assisted in developing customer relationship management strategies for enhanced engagement.
- Communicated regularly with other teams across the organization regarding any changes or updates in regards to client accounts or services offered.
- Evaluated customer returns, exchanges, and voids to ensure compliance with company policies.
Customer Service Officer
Cma Cgm
05.2018 - 04.2019
- Resolved customer inquiries promptly using company software, improving response times and customer experience.
- Resolved customer queries and coordinated with global departments to provide effective solutions.
- Delivered outstanding support to customers through phone and email, ensuring satisfaction and resolution.
- Worked with team members to streamline service delivery processes, enhancing overall efficiency.
Transhipment executive
MSC shipping agency
08.2015 - 05.2018
- Coordinated shipping schedules with logistics teams to ensure on-time cargo deliveries, enhancing customer satisfaction.
- Executed post-shipment processes to ensure accurate cargo handling and compliance.
- Managed documentation processes for shipping compliance and regulatory requirements.
- Implemented process improvements to streamline operational workflows and efficiency.
- Developed client relationships, fostering improved service delivery and communication.
- Trained staff on best practices for customer service and shipment handling protocols, increasing operational effectiveness.
Operation Executive
Alphard maritime
Mumbai
02.2015 - 08.2015
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Education
B.B.A/ B.M.S -
Alkesh Dinesh Modi Institute for Financial & Management Studies
Mumbai, INDIA01-2014
Skills
- Digital branding
- Social media analytics
- Content management
- Content creation
- Customer relationship management
- Audience analysis
- Customer Service
- Complaint Management
- Grievance Handling
- Escalation Management
- SFDC
- Excel
- PowerPoint
- Problem solving
- Time management
- Team collaboration
- Effective communication
Certification
ug dftm
Languages
- English
- Hindi
- Marathi
Timeline
Social Media Specialist
IDFC FIRST Bank
01.2023 - Current
Customer Service Coordinator
Cma Cgm
05.2018 - 04.2019
Customer Service Officer
Cma Cgm
05.2018 - 04.2019
Transhipment executive
MSC shipping agency
08.2015 - 05.2018
Operation Executive
Alphard maritime
02.2015 - 08.2015
B.B.A/ B.M.S -
Alkesh Dinesh Modi Institute for Financial & Management Studies