Reshma S
Bengaluru
Summary
Experienced social media specialist with strong background in operations and project management. Proficient to fullfill the requirements and timelines. Committed to optimise operational efficiency and elevating team productivity. Seeking an engaging career within a forward thinking organization that offers opportunities for knowledge advancement.
Overview
5
5
years of professional experience
Work History
Customer Success Specialist
Upliance.ai
06.2024 - Current
- Onboard new customers providing product demonstrations and ongoing support to help new customers to become familiar with the product and usage.
- Develop a deep understanding of our customers by providing superior customer experience.
- Conduct group and individual demonstrations to customers virtually and offline.
- Engage with existing user base to look into issues faced by users and help in quick resolution by collaborating with cross functional teams.
- Follow up with users to ensure satisfaction.
- Proactively monitor customer usage and engagement, identifying opportunities for driving usage.
- Analyze customer data and feedback to identify trends, uncover insights and customer feedback.
- Coordinate and monitor supply chain operations to ensure timely delivery.
- Plan and supervise the movement of goods, including shipping, receiving, and delivery.
Senior Specialist - Social Media Strategy
Byjus
10.2023 - 02.2024
- Devised and executed Social Media Strategy and Business Excellence initiatives, overseeing the management of customer inquiries and grievances across diverse platforms including Facebook, Instagram, LinkedIn, Twitter, and NCH.
- Utilised multi-channel communication encompassing Calls, E-Mail, and Social platforms to deliver optimal resolutions to customers, addressing their concerns effectively.
- Analyzed and interpreted customer complaints, devising and implementing suitable resolutions while collaborating with various organizational segments to achieve conclusive outcomes.
- Collaborated closely with cross-functional departments to comprehensively address prospect and customer issues, ensuring seamless resolution of complaints and queries.
- Applied a customer-centric approach to manage complaint escalations, demonstrating adept problem-solving skills and maintaining a strong emphasis on follow-up to adhere to stipulated resolution timelines.
Issue Resolution Solution
Byjus
03.2022 - 09.2023
- Proficiently managed inbound calls and effectively addressed customer queries, skillfully handling escalation processes.
- Collaborated closely with the sales team, contributing significantly to the conversion of inbound calls into successful sales transactions.
- Utilized tools such as Freshdesk and Salesforce extensively to streamline operations. Cultivated and nurtured a dependable and strategic advisory rapport to enhance the enduring value of our products and services.
- Facilitated seamless engagement with mentors to ensure the attainment of efficient deliverables. Ensured an optimal user experience from the point of purchase through product functionality and beyond.
Student Success Specialist
Byjus
12.2019 - 02.2022
- Collaborated with curriculum development experts to provide operational assistance for sales and information systems.
- Functioned as the primary point of contact for escalations within newly launched initiatives - Byjus Online Classes and Mentor Connect application.
- Offered guidance to students, imparting insights on topic selection, relevance, and academic merit.
- Lead the enhancement of pedagogical tools, training methodologies, and the advancement of online doctoral educational instructions.
- Conducted in-depth investigations into grievances, partnering with students, parents, and educators to achieve constructive resolutions.
Education
Bachelor of Engineering - Electronics and Communication Engineering
Sambhram Institute Of Technology
2018
MES BR Subba Rao PU College
2014
St Lourdes High School
2012
Skills
- Implementing Escalation Protocols
- Conducting Cold Calling Initiatives
- Executing Database Upgrades Analyzing and Addressing Report Exceptions Crafting Effective Email Communication
- Conduct in depth market research
- Managing Live Chat Interactions
- Driving Business Development Activities
- Development Safeguarding and Managing Confidential Records
Languages
Tamil
Proficient
C2
Telugu
Proficient
C2
Hindi
Intermediate
B1
English
Proficient
C2
kannada
Bilingual or Proficient (C2)
Tools Proficiency
- Freshdesk
- Zoho Desk
- Salesforce
- Leadsquare
- Zendesk
- UEX
- Order hive
- Infobib
- Wareiq
- Shopify
Timeline
Customer Success Specialist
Upliance.ai
06.2024 - Current
Senior Specialist - Social Media Strategy
Byjus
10.2023 - 02.2024
Issue Resolution Solution
Byjus
03.2022 - 09.2023
Student Success Specialist
Byjus
12.2019 - 02.2022
MES BR Subba Rao PU College
St Lourdes High School
Bachelor of Engineering - Electronics and Communication Engineering
Sambhram Institute Of Technology
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