Mohamed Owaish Kolsawala
Palava
Summary
Dedicated professional with experience in achieving tangible results and cross-team collaboration. Proactive and excited to partner with like-minded individuals to achieve goals.
Overview
7
7
years of professional experience
Work History
Assistant Manager- Brand Reputation Management
Gozoop
11.2023 - Current
- Managed ORM and CRM operations for multiple RBL brands, including channel setup, response management, reporting, and escalation tracking.
- Supported CRM (SMS/RCS/Email) and social media campaign execution, ensuring brand-aligned communication.
Senior ORM Executive
Concentrix
01.2023 - 11.2023
- Managed real-time operational crises (IRROPS, bomb threats, onboard incidents, cancellations/reschedules) to ensure passenger safety and service continuity.
- Coordinated with IOCC and ops teams to deliver timely and accurate customer communications during critical situations.
- Compiled crisis and ORM performance reports to support decision-making and operational improvements.
- Assisted passengers with special service requests (wheelchair, pets onboard, in-flight meals, and booking updates).
Senior ORM Executive
Interactive Avenues
01.2021 - 03.2023
- Facilitated daily ORM calls to align on incoming flow with the client
- Configuring the listening tool based on process requirements
- Assisted with crisis management and shared reports and insights.
- Training and development of new joiners
- Developed social media dashboards and campaigns, optimizing keyword settings
ORM
Wonderchef Home Appliances Pvt Ltd
02.2019 - 01.2021
- Managed online reputation through detailed reporting and tagging to enhance brand perception
- Handled customer complaints related to product repairs, acting as a bridge between customers and service technicians.
- Managed cookware-related queries, including product replacement and resolution of quality concerns.
- Resolved issues escalated by the Managing Director to maintain operational efficiency.
Education
PGDM - Marketing
Kohinoor Business School
Mumbai01.2019
BMS -
A. E. Kalsekar Degree College
01.2017
HSC -
St. Johns The Baptist Junior College
01.2013
Skills
- Learning and adaptability
- Public speaking
- Training and development
- Operational efficiency
- Customer relationship building
Custom Section
- English
- Hindi
Hobbies and Interests
- Teaching
- Swimming
- Trading in stocks
Personal Information
Father's Name: Mohammed Junaid Kolsawala
Accomplishments
- Wonderchef- Best HO Support- Certificate & Wonderchef OTG (Oven, Toaster, Griller)
- Multiple Appreciation Emails received from Internal & External stakeholders for exceptional service provided
Timeline
Assistant Manager- Brand Reputation Management
Gozoop
11.2023 - Current
Senior ORM Executive
Concentrix
01.2023 - 11.2023
Senior ORM Executive
Interactive Avenues
01.2021 - 03.2023
ORM
Wonderchef Home Appliances Pvt Ltd
02.2019 - 01.2021
PGDM - Marketing
Kohinoor Business School
BMS -
A. E. Kalsekar Degree College
HSC -
St. Johns The Baptist Junior College