Rishabh Chaudhary

Clients :

• META for Small and Medium business group Globally ( Facebook, Instagram, Messenger, WhatsApp )
• HP
• Airtel Corporate

Efficiency & Improvements :

• Converted numerous manual reporting to automated reporting called daily performance dashboard using Tableau which allowed external client & Facebook marketing experts to measure performance against the tasks being delivered by multiple team members
• Reviewing team's technical online support resolution trends from analytics data and delivered continuous improvement project for same, where technical support online resolution metrics were increased from 48 % to 72.5 % and customer retention metrics were increased from 35% to 55% within 3 months

Job Responsibilities :

Leadership Engagements :

• Managed team of Marketing Strategists (2 Teams - 32 Senior Agents) for delivering Direct Marketing support for Small & Medium Business Group of Globally
• Lead customer call barging to guide team for setting up a better pitch with client real time , call auditing to measure individual's performance for providing them improvement path forward
• Measure per day customer call satisfaction rate of team and motivate team members for continuous focus for high productivity
• Manage assignments of client calls to individuals by leveraging workforce management , roster planning for multiple shifts to provide full coverage.

Key Deliverables :

• Onboard new customers for specific products and perform front to back Customer Relationship Management Lifecycle to create customer profile, adding product subscription using ICRM by Oracle .
• Managing customer throughout customer's relationship with firm in terms of change requirements , implementation of changes to their existing subscriptions
• Registering Service Request like change in account ownership, new product sales requests and further assigning it to relevant team members. Track it to completion by resolving any hard blocks in journey with customer tagging
• Handling customer complaints to make sure escalations are managed carefully and solutions are delivered within SLA to ensure customer satisfaction
• Profiling strategies for business groups , managing registration and tracking client requests using client Interaction records (call email and support request) on Salesforce.
• Created posts, advertisements, boost posts & stories on Social Media for multiple clients using Facebook Ads Manager / Creators Studio (multiple content creation applications)
• Lead Campaign creation, Campaign AB Testing , measure metrics against Key Performance Indicators (KPIs) for each campaign/ad set.
• Post any existing campaign, as a marketing expert - managed the client appointment slots via outlook calendar integrated with Salesforce , reviewed campaign & performed Analytics Review to understand the demographics for sharing the focus areas, improvements areas with clients using ads manager/ Facebook business suite .
• Created optimized approachable solutions that helped to increase the population reach & engagement over the online posted contents on social media that persuaded CTA ( Call to Action )
• Advised Clients to optimize their Ads as per Facebook Marketing Standards which allowed them to achieve multiple campaign set-up in single meeting with different clients