Minakshi Banik
Bengaluru
Summary
Accomplished Customer Experience Manager with over 6 years of experience and a proven track record at House of Makeup, Artica India, and Flipkart, enhancing customer experience by improving the customer journey through email, chat, and managing the brand's online reputation. As an expert in customer experience, social media monitoring, and crisis communication, I significantly improved customer satisfaction. Skilled in problem-solving and online communication, my strategic approach drove brand growth and fostered strong client relationships.
Overview
6
6
years of professional experience
Work History
Customer Experience Manager
House of Makeup
Bangalore
02.2025 - Current
- I led customer experience initiatives by working directly with the founder to enhance every stage of the customer journey, integrating feedback loops, and handling customer escalations.
- I strengthened brand presence through organic strategies, working with marketing and leadership teams to maintain a consistent, positive image across social media platforms.
- I managed social channels, including Twitter, LinkedIn, Instagram, and Facebook, while actively monitoring website reviews to improve engagement and brand perception.
- I analyzed customer and social trends by preparing detailed daily and weekly reports, identifying sentiment patterns, and presenting insights for strategic improvement.
- I also conducted Root Cause Analysis (RCA) to pinpoint experience gaps, driving actionable solutions that boosted customer satisfaction and brand growth.
Senior Specialist - Customer Experience
Artica India Pvt Ltd
Remote
02.2023 - 01.2025
- I have interacted with customers one-on-one over emails, chats, and social media platforms, solving their issues with the products.
- I handled social media channels for multiple brands and resolved issues on social media platforms.
- The other part of the work was analysing data to find specific product issues, brand improvement factors, or service improvement factors, and sharing reports with management.
- I also work with other teams to provide better solutions to customers for social media escalations, posts, and RCA analysis.
- Created detailed reports on customer interactions and recommended process improvements.
Social Media Specialist - Customer Experience
Flipkart India Pvt Ltd
Bangalore/Remote
07.2019 - 01.2023
- Company Overview: Payroll – Cogent Pvt Ltd.
- I worked with the marketing team to maintain a better brand image on social platforms in an organic way.
- I managed and monitored social media platforms such as Twitter, LinkedIn, Instagram, and Facebook, and reviewed websites.
- I also closely worked with the team on the ground, and the management team, to enhance the customer experience on social media platforms.
- I also prepared and analyzed daily and weekly reports on social trends, engagements, and positive-negative trends for the brand's improvements.
- I also performed RCAs to find the areas that need growth or improvement.
Education
B. Tech - Computer Science And Engineering
Pailan College of Management And Technology
Kolkata, West Bengal, India08-2017
Skills
- Online Reputation Management
- Social Listening & Crisis Management
- Simplify 360, Locobuzz, Zendesk, Freshdesk, Slack, Jira, Shopify, Gorgias
- Issue Resolution
- Problem Solving
- Customer Relationship Management
- Adaptability
- Data Analysis
- Customer Engagement
- Customer Service
- Root Cause Analysis
- Complaint Handling
- Customer Satisfaction Measurement
- Client Relationship Management
- Customer Experience
- Time Management
Languages
English
First Language
Hindi
Proficient (C2)
C2
Bengali
Proficient (C2)
C2
Accomplishments
- Writing skill competition, won first prize from TATA AIG Life Insurance in the writing skill competition, 2008
- During Big Billion Days at Flipkart, I trained 15 interns to come on board
- Received Employee of the Month at Flipkart for June 2020
PERSONAL INFORMATION
- Hobbies & Interests: Travelling, Reading
- Location: Bangalore (Remote Ready)
Timeline
Customer Experience Manager
House of Makeup
02.2025 - Current
Senior Specialist - Customer Experience
Artica India Pvt Ltd
02.2023 - 01.2025
Social Media Specialist - Customer Experience
Flipkart India Pvt Ltd
07.2019 - 01.2023
B. Tech - Computer Science And Engineering
Pailan College of Management And Technology
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