Neha Sarin

• Managing customer experience and brand reputation across social media channels for all business lines, including Twitter -now X, Facebook, Instagram, RSS Feeds, LinkedIn, and App Store.

• Lead social media ORM (Online Response Management), Engagement, Hub Command center operations, Brand Listening, Sentiment management and advocacy campaigns.

• Effective alignment of workforce with right tool and automation to run operations meeting high level matrices that includes faster response, resolution time to minimize negative service chatter and enhance brand sentiment by positive organic advocacy

• Leading the chat BoT built with cross function and technology partners to ensure minimum human intervention and highest BoT resolved rate with close track on repeat users.

• Crafted Social Rules of Engagement and Response Tonality Playbook to foster positive service delivery.

• Managing Executives Social handles, building leadership presence on Social media with content planning, industry based topics and ensuring relevance to media, building organic way of promoting the positive reach and ensuring service negative mentions are neutralized.

• Leading Grievance redressal process and policy for all touch points including Nodal, RBI (Banking Ombudsman), effective strategy implementation on reduction in reported quarterly grievance reporting.

• Spearhead Customer Experience and Brand Reputation for all business lines including Flights, Hotel ,Ground Transport SBUs. for B2C and B2B consumers.

• Managing all social media channels Twitter -now X, Facebook, Instagram, RSS Feeds , LinkedIn and App stores.

• Social engagement/response, resolution and target to reduce negative Interactions per author

• Spearhead Root cause analysis and defect elimination by driving fixes on Product, processes and Technology to ensure seamless consumer experience.

• Craft a robust Sentiment Management and Advocacy roadmap. Build a system to turn grievances into praise on the brand page.

• Active social media listening and competition benchmark

• Social Listening dynamics to understand Share of Voice, Sentiment, customer segment based on Product and campaign, helps in effective and pro-active planning across channels.

• Designed Social Rules of Engagement and Response Tonality Playbook with intuitive moderation plan

• Oversee CX and Brand Reputation across Mobility, Broadband, DTH, Airtel Xstreme, Wynk Music, and Movies on social platforms.

• Lead Social Command Center for real-time monitoring, feedback analysis, and proactive handling of high engagement, threats, and risks.

• Empower teams to resolve queries/complaints on the first contact, reducing Resolution TAT and enhancing Social Media response TAT.