Nithin TB

Job Description:

Digital Interaction Advisor with expertise in digital marketing, social media management, escalations, and operations, quality analysis. In this role, worked closely with clients to enhance their digital strategies, boost social media engagement, and implement SEO best practices in email marketing. Additionally, brought the analytical department by identifying key areas for improvement, conducting calibration sessions, and optimizing operational efficiency.

Key Responsibilities:

1. Quality Assurance and Calibration:

• Transitioned into a Quality Analyst to lead calibration sessions, ensuring alignment on performance standards, scoring methodologies, and content evaluation across teams.
• Conduct regular calibration meetings with peers and supervisors, reviewing performance to ensure consistency in quality assessments and identifying areas for improvement.
• Provided constructive feedback and recommendations to peers, helping maintain a high standard of digital content delivery,

2. Escalation and operations optimization:

• Worked within the escalation and operation department to identify bottlenecks and inefficiencies in processes, providing actionable recommendations for improvement.
• Managed high-level customer escalations, collaborating with the internal team to ensure timely and effective resolution, improving customer retention and loyalty
• Analyzed operational workflow to optimize efficiency, streamline processes, and reduce errors, ultimately enhancing the overall client experience.

3. Social Media Management and content strategy:

• Partner with clients to develop and execute tailored social media strategies designed to increase engagement, expand brand visibility, and drive conversions.
• Create, curate, and manage compelling content for social media platforms, ensuring alignment with the client brand voice and target audience and improving engagement across various digital platforms.

4. SEO Best Practices and Email Marketing strategies:

• Implement SEO best practices to optimize email marketing campaigns, increasing open rates, click-through rates, and customer engagement.
• Monitor email campaign performance, adjusting strategies as needed to improve results and overall effectiveness.

Worked with leading international brands including AT&T, Optus, Target, and BJ's managing social media channels, customer satisfaction service escalation, and operational processes to enhance customer satisfaction and brand reputation.

Proficient in using tools such as Sprinkle, Zendesk, Opus, Butterfly, Flacon, and a bit of SAP, with extensive experience in leveraging these platforms to optimize social media management, customer support, operational workflow, and data analysis.