Open To Work
Prabhat Mishra
Lucknow
Summary
Customer support professional with over 7 years of experience in social media escalation management and online reputation management. Proficient in tools such as Locobuzz, Sprinklr, Freshdesk, and Google News for effective social listening and fraud detection. Expertise in workflow optimization and cross-functional collaboration, resulting in timely resolutions and improved customer satisfaction.
Overview
8
8
years of professional experience
Work History
Senior Executive - Social Media
SBI Cards & Payment Services Ltd
Gurugram
12.2025 - Current
- Manage escalations across Twitter, LinkedIn, Facebook, and CEO Desk to ensure SLA compliance and timely resolutions.
- Utilize Locobuzz, Sprinklr, and Freshdesk to track, resolve, and document customer issues, safeguarding brand reputation.
- Conduct daily Google News scans to identify negative posts, fraud mentions, or adverse news related to SBI Card.
- Compile and share structured risk reports with management, highlighting emerging issues and reputational threats.
- Enhance social listening and crisis monitoring by integrating external news insights with ongoing social media escalations.
Operation Executive
Paytm Payments Bank
Noida
03.2023 - 11.2025
- Served as SPOC for critical customer escalations across Facebook, X, LinkedIn, RBI channels, and internal grievance systems, ensuring swift resolution and customer satisfaction.
- Manage workflows using Sprinklr and Freshdesk, ensuring audit-ready documentation and compliance.
- Coordinate updates and task distribution in the absence of team leads.
- Engaged with users across social platforms to clarify concerns and reinforce brand trust, contributing to positive sentiment and customer loyalty.
- Liaised with service heads and cross-functional teams to facilitate timely resolution of issues, enhancing operational efficiency.
Support Executive
Go Tech
New Delhi
06.2018 - 09.2021
- Provided prompt and accurate support via email and chat, ensuring high customer satisfaction levels.
- Proposed effective solutions that consistently achieved 100% resolution rates and improved service quality.
Education
B.Tech - Computer Science
S R Institute of Management And Technology
Lucknow11-2015
Skills
- Online Reputation Management (ORM)
- Escalation Management
- CRM Tools: Sprinklr, Freshdesk, Locobuzz
- Customer Due Diligence
- Workflow Optimization
- SPOC Coordination
- Analytical Problem Solving
- Team Leadership
- Adaptability and Initiative
- Documentation and Case Tracking
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
HybridSalary Range
₹55000/yr - ₹200000/yrTimeline
Senior Executive - Social Media
SBI Cards & Payment Services Ltd
12.2025 - Current
Operation Executive
Paytm Payments Bank
03.2023 - 11.2025
Support Executive
Go Tech
06.2018 - 09.2021
B.Tech - Computer Science
S R Institute of Management And Technology