Nida Peerzade

Work History

Swiggy Pvt Ltd

06.2021 - 08.2024

Enhanced customer engagement and satisfaction through strategic improvements in online reputation management, contributing to a 32% improvement in SLA metrics
Collaborated with product teams to share sentiment around VoC specific to delivery experience and conducted RCAs (logistic scalability, batching/grouping orders, priority orders etc) to improve real-time tracking in-app, leading to a 8% reduction in social media escalations and improved CSAT for order status queries
Led the critical escalations team to address and deliver experience improvement, achieving a 12% improvement in CSAT
Tracked and reported on trends for the brand and competitor specific to delivery timelines, delays, real-time tracking, logistics, delivery fees, proactive notifications while recommending changes in strategy on and off app
Implemented AI-based automations and Salesforce Cloud to streamline processes and enhance data-driven decision-making, resulting in a 119% increase in automation efficiency
Analyzed customer feedback through Voice of Customer studies, identifying areas for improvement and executing action plans that improved First Resolutions by 8%
Studied customer insights for different cohorts and customer journey to make suggestions to internal stakeholders
Explored training needs for the team for improved NPS

Webenza India Pvt Ltd

01.2020 - 06.2021

Managed client servicing across various sectors: F&B retailing, healthcare and hospitality, product-based app service, real-estate investment portfolios, job search engine
Led training sessions for interns and junior/senior social media executives to enhance problem solving and foster team collaborations
Developed and managed social media advertising campaigns, including budget management for different TAMs
Planned and executed paid and organic campaigns for different objectives: brand awareness, lead generation, and engagement in different customer lifecycles by analyzing multiple customer insights
Measured and reported on social media metrics and KPIs regularly to ensure campaign success and optimize future campaigns
Worked with business development team to upsell and cross-sell services with client advocacy
Monitored competitor activity and made recommendations for the partner's social media presence for customer satisfaction
Stayed up-to-date with industry trends and best practices in marketing
Participated actively in brainstorming sessions to generate creative ideas for enhancing client engagement activities
Conducted performance reviews for team members and monitored team performance against set goals, providing feedback and guidance when needed
Organized regular meetings with clients to discuss their needs and provide solutions accordingly

Swiggy Pvt Ltd

12.2017 - 09.2019

Led a team to manage online brand perception and improve delivery experience through effective social media engagement and issue resolution
Utilized social listening to gather insights and drive improvements in customer experience, contributing to better management of critical escalations and brand health
Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions
Coordinated team activities and delegated tasks to ensure efficient completion of projects
Conducted regular performance reviews to assess individual team member progress
Collaborated with other departments to ensure alignment of goals across teams
Analyzed data from various sources to identify areas of improvement in the department's operations

Ladies Studio

02.2016 - 11.2017

Identified target audiences and developed customer personas for campaigns
Developed and implemented social media strategies to increase brand awareness and engagement
Responded promptly to user comments and questions on various social platforms
Created, edited, and managed content for various social media platforms including Facebook, Instagram, YouTube
Researched influencers in the industry to collaborate with for promotional activities
Managed walk-in customers for enquiries and booking