Neetu Golani

• Managed 4 verified WhatsApp accounts and chatbots
• Executed brand promotion initiatives by sharing promotional text, creative, and promo videos for upcoming and exclusive shows through WhatsApp to a exclusive database of viewers
• Successfully reached 20Mn viewers through messages in the past year
• Utilized WhatsApp marketing techniques to increase video views and page views for videos and articles
• Developed consumer engagement activities to drive brand promotion efforts
• Effectively managed and organized databases through various events, contests, and promotional activities, while categorizing based on age, district, cable/DTH details, gender, occupation, DND and non-DND numbers
• Implemented strategic marketing communications to target specific audiences
• Collaborated with marketing service vendors for successful campaign execution
• Managing the entire contest process for special programs, including gathering winner information, daily MIS and sending gift cards to them

• Collected and managed database information including age, district, cable/DTH details, gender, occupation, and DND & Non-DND numbers.
• Engaged viewers by actively gathering real-time feedback and suggestions, providing episodic behavior insights for specific or exclusive programs, and forwarding news information received on WhatsApp to the editorial team.
• Implemented WhatsApp marketing strategies to promote channel content, resulting in increased video views and page views for videos and articles.
• Conducted timely online surveys on the channel to gather insights for programming and new program planning, contributing to strategy planning for new shows and overall editorial and marketing team efforts.
• Led email and SMS marketing campaigns, utilizing IBM Acoustic Al tool to ensure effective B2C communication regarding upcoming events and achievements.
• Managing the entire contest process for special programs, including gathering winner information and sending gift cards to them

• Collected news information and viewer feedback through calls, emails, and SMS, promptly forwarding it to relevant departments.
• Maintained accurate records of all viewer communication, including calls, emails, and messages.
• Managing the entire contest process for special programs, including gathering winner information and sending gift cards to them.
• Generated daily reports and management information systems (MIS) for effective monitoring and analysis of viewer interactions.
• Orchestrated the guest coordination process, liaising with guests and experts for special shows.
• Cultivated a loyal and highly satisfied customer base by implementing proactive customer service strategies and effectively managing the team.
• Providing hospitality services and attending to guests

· Providing hospitality services and attending to guests

· Collaborating with internal and external departments to schedule their meetings

· Facilitating necessary arrangements for travel, such as transportation, hotel bookings, and other accommodations.

· Processed travel expenses and reimbursements for executive team and senior management group.

· Ensuring proper organization and filing of both confidential and general documents

· Managing phone calls pertaining to customer complaints and promptly forwarding them to the relevant department for immediate action.

· Handling over 100 customer inquiries daily.

· Logged call information and solutions provided into internal database.

· Addressed customer complaints related to activation, updates, MMT, payment procedures, technical queries, and issues regarding non-payment of subscriptions and mitigated dissatisfaction by employing timely and on-point solutions.

· Demonstrated the ability to work independently with minimal supervision.

· Lead a team of 10 people while providing outstanding customer service.

· Manage corporate customers' collection process and prepare daily MIS for collection received.

· Solve customer's billing dispute issues.

· Contact over 50 company officials for payment-related questions.

· Record receipt books, office expenses, and telecaller and field executive's daily collection annex.

· Establishing open and professional relations with team members for quick resolution of various issues.

· New working processes to provide multiple improvements.