Rituparna Chakraborty
Bengaluru
Summary
Outstanding performer in Online reputation Management. Proven success in leadership, operational excellence and customer experience.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Manager - Customer Experience & Online Reputation
Homelane
Bangalore
07.2024 - Current
- Led a team of 10 employees, fostering a collaborative environment to meet project deadlines efficiently.
- Oversaw tool migration for the contact centre, along with making necessary improvements and implementing automation, resulting in call connectivity improving from 75% to 94%.
- Introduced CSAT collection for inbound calls and maintained a rating of an average of 4.5 month on month.
- Set targets for the calling team to increase "transfer to CSAT IVR" versus "total calls handled." and maintained an average of 50% CSAT collection on calls.
- Conducted Dsat analysis of 1, 2, and 3 rated calls, provided feedback to employees where necessary, and made changes to SOPs based on those studies.
- Weekly call audits were conducted—one call per agent, along with feedback on the same provided to the agents.
- DSAT call listening sessions were arranged for the entire calling team to learn from each other's errors and maintain best practices.
- Designed an audit form (Google Form) and formulated and automated score calculations on the response sheet of the form, including FATAL errors along with FATAL error tags. Thus ensuring customer escalated tickets also get audited by the Audit team. This was recently done by me.
- Worked on data analysis showcasing how many customer touch points appear in our contact centre, caused by delays in resolution or response on L1 tickets that have been raised.
- Google business listing management - Ensuring weekly and monthly data is available for management on addition/deletion of reviews, along with listing-wise sentiment analysis. Creating new listings, as well as making changes to existing ones.
- Ensured the average ratings for google buisiness listings increases from 3.58 to 4.34 for 46 listings
- Worked on data depicting internal resolution TAT for social media cases (how long we take to come to a solution internally for a customer's concerns) and hence brought about improvement to the overall TAT from 7 days to 4 days, maintaining an overall ticket closure TAT of 7 days from creation to issue resolution, and closing the loop with the customer.
- Created social media SOP to increase the number of identified customers who are escalating on social media from 39% to 60%. All customer escalations are not identified on social channels with the internal order IDs since customers do not mention that in their VOCs, nor do they provide the same to us when asked by agents. I have designed a method to increase that identification percentage for the business, and thus resolve more social escalations than before.
- Worked on social media post revocation once a resolution was provided to customers, and maintained an average of 60% post revocation.
- Worked on competitor analysis for management to showcase our standing against a competitor's current social presence in terms of GMB listing.
- Worked with external vendors and internal teams to increase the average reviews added month on month from 501 to 1,011.
- Introduced work scheduling on a day-to-day basis, hour-wise, in order to ensure smooth coverage of multiple channels of communication for customers. e.g. social media sources, chats, outbound calls, WhatsApp communications, etc.
- Improved first response time of live chat from 36 seconds to less than 15 seconds.
- CSAT calling programme - Designed labels against customer VOCs for CSATs collected at various stages of a project. Ensuring that the word cloud-based dashboard is presented to management based on the labels, week on week.
- Mapped the number of cancellations taking place for customers from the CSAT filled stage, and projected the amount lost from the business based on those cancellations.
- NPS calling programme - recently designed the NPS calling programme to increase the fill rate of the NPS form, connect with detractors, and raise internal tickets where necessary to resolve any concerns and connect with customers who have not filled in the form to obtain their feedback and ratings.
- Designed KRA metrics with weightages based on the individual scope of work done by each team member, as well as created a Google Sheet-based scorecard for each team member, fully formulated and automated to show an overall score out of 100, and a rating (e.g. Did not meet expectations, met some expectations, met expectations, and exceeded expectations.
- Ensured the rewards and recognition programme was carried out for employees based on their quarterly performance, thus maintaining their accountability and enthusiasm to get work done on a better trajectory.
- Performed mid-year rating and review for 10 employees, and ensured unbiased ratings and feedback were provided for all.
Assistant Manager Social Media & Grievance
Phonepe
Bangalore
09.2023 - 07.2024
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Developed strong working relationships with staff, fostering a positive work environment.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Improved customer experience & operational FRT to 3 hrs by collaborating with tool vendor and streamlined assignment rules.
- Mentored team members to enhance professional development and accountability in workplace.
- Implemented queue management system to increase team productivity and reduce FRT and bring goodness in other operational metrics like Csat AHT.
- Worked closely with SM & Grievance team to ensure high priority escalations are solved promptly.
- Have been a part of MBRs and WBRs to present team performance and progress.
- Held regular meetings with stakeholders as and when needed to mitigate issues while ensuring cross team collaboration.
- Spearheaded Pincode process for SM and grievance.
- Designed their social media SOPs and response framework for Indus Appstore.
- Monthly 1 on 1s with each team members to ensure they are informed about their performance and progress while creating a forum for them to voice any concerns .
- Assisted manager with data computation for monthly MBRs and WBRs.
- Kept a track of daily inflow of tickets and maintained a volume trend on a weekly basis for all BUs.
- Highlighted any anomaly on social media platforms to management in a timely manner.
- Conducted social media response review sessions on a daily basis via which I was able to provide valuable insights on the response errors being made by the team and provide live feedbacks.
Assistant Manager ORM & Customer Support
Cuemath
Bangalore
08.2022 - 09.2023
- Streamlined the ORM process for Cuemath.
- Managed a team of 5 people
- Successfully hired a new resource by making them go through required assessment which was created with quirky and out of the box posts of similar edtech industries.
- Equipped the Team to provide end to end resolution to online queries instead of being a first responder for the online platforms
- Worked actively to get Cuemath's Trustpilot rating up by sending invites to correct customer base to provide a review.
- Worked with the team to introduce Daily Social Media quality audits.
- Designed the Audit parameters and the audit sheet which would require minimal manual work from the auditors end.
- Prescribed an audit planner for the team to follow based on the platforms that we take care of.
- Reduced Manual work by connecting with the listening tools used and creating a dashboard of required metrics on the tool itself.
- Helped in reducing cost of 43 lakhs for the company by identifying outsource partner's inefficiency and getting the contact center in house, also discontinuing subscription of review platform which were almost inactive.
- From May'23 onwards I was given the responsibility to handle the the entire CS team consisting of 4 leads and 17 agents in addition to the entire ORM team.
- Introduced Quality audits for the CS team which was not in place before.
- Designed separate parameters for Call flow and emails for the CS team along with an audit planner.
- Completely took over any Region change requests flowing in for the entire company. Validated the requests and assigning the said profiles to the correct region base.
- Introduces leave management for the team by checking their past quarters leave trends.
- Introduced KRA for the team leads including Daily Shrinkage and Attrition in addition to the other metric average followed by their team.
- Introduced Break management for the team to tackle daily workforce and their productivity.
- Contacted with the Freshdesk team to create necessary dashboard and assignment ruled to reduce manual work for the team.
- Kept log of necessary data of the team which would help us identify the associates required to be put on Performance Improvement.
- Currently working to get the unresolved count of tickets for CS team lower than where it is at as of now.
- Maintained positive, professional working environment to optimise staff and customer satisfaction.
Brand ORM Lead
Cureskin
Bangalore
07.2021 - 07.2022
- Set up their ORM documentation process without the presence of any listening tool.
- Provided monthly and weekly data on the day to day interactions
- Set up their Community page for paid customers and maintained content and interactions on the same.
- Changed the way of communication to user posted contents via various channels.
- Helped in setting assignment and interview process for hiring new interns.
Team Lead - Social Media Listening, ORM & Analytic
Kantar (Client - ITC Foods)
Bangalore
02.2021 - 06.2021
- Coached team members in techniques necessary to complete job tasks.
- Worked on weekly and monthly reports on interactions we got.
- Gave regular feedbacks to the team in order to ensure smooth interactions over social platforms.
Social Media - Assistant Team Lead
Swiggy
Bangalore
04.2018 - 12.2018
- Training OJT batches on Dos and Don'ts of Social media,
- Template creation
- Band tonality understanding
- Quality Auditing responses across team
- Quirky and Crisp responses based on scenarios
- SOPs to make the way things are done around more efficient and seamless.
- Set SOP on (linkedin , Quora, mouthshut, complaint board)
- Handling pages on Facebook,
- Twitter,
- GPS
- iTunes
- Consumer complaints
- Voxya
- Google Alerts
- Managed to get platinum award for my performance and maintain Outstanding performance month by month, Have received Social Media Empress award multiple times for the highest number of likes Appreciations received across Social platforms for handling various escalations and turning negatives into positives effortlessly.
- Miss Swiggy award for the year 2017- 2018.
- Along with my team got a reward for one of the best Christmas bay decorations for year 2017.
- Team Awesome in Swiggy for 2017
- Mentored and guided employees to foster proper completion of assigned duties.
- Developed process improvements and offered actionable solutions to correct recurring issues.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Set incentives and realistic targets associates could achieve.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Built strong relationships with customers through positive attitude and attentive response.
- Coordinated weekly meetings for internal and external groups, including teleconferences and videoconferences, interacting with all levels of management.
- Positioned as go-to person for up to 21 staff members, troubleshooting complex administrative and training issues promptly.
- Covered shift shortages for all shifts to keep production schedule on time.
- Assisted with new hire processing and existing training programs.
- Developed solid professional relationships to broaden efficiency of Social Media department.
ORM - Social Media Executive
Swiggy
Bangalore
01.2017 - 04.2018
- Handled multiple Social Media platforms at once and come up with quirky and crisp responses on the go.
- Experienced in training on Dos and Dont's of Social Media.
- Produced and submitted weekly reports outlining progress against KPI objectives.
- Maximized strategic approaches by keeping close eye on performance and making appropriate adjustments.
- Performed in-depth competitor reviews in terms of social escalations recieved
- Mainted 90% quality score on social media escalations handled
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Education
Bachelor of Engineering - Dropout 3rd Year - Computer And Information Sciences
T John Institute of Technology
Bangalore12-2015
Associate of Science - 12th - Science Stream Score - 60%
Patha Bhavan
Kolkata07-2011
General Studies - General Studies 10th standard Score - 67.2%
South Point School
Kolkata07-2009
Skills
- Social Media Listening
- Online Reputation Management (ORM)
- Leadership skills
- Mentoring and Training new Batches
- Quality Auditing
- Customer satisfaction
- MS Office ( Intermediate )
- Project Management
- Social Media Tools
- Social Media Knowledge
- Performance improvements
- Social media activities
- Brand Tonality Management
- Social media platforms
- Customer experience
- Customer support
- Customer delight
Certification
- Certificate from Linkedin learning on Managing Brand Reputaion
- Certificate from Linkedin Learning on Introduction to Data Science.
Accomplishments
- Award for highest likes and appreciations received across Social Platforms for the quarter January-February- March 2017
- Best performer for the month of June 2017
- Award for highest likes and appreciations received across Social Platforms for the quarter April-May -June 2017
- Award for best performer for the month September 2017.
- Award for best performer for the month December 2017
- Award for best performer for the month February 2018.
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Affiliations
- Solo traveler
- Hiking and trekking
- Music
- Books
- Always scribbling on my personal Diary
Timeline
Manager - Customer Experience & Online Reputation
Homelane
07.2024 - Current
Assistant Manager Social Media & Grievance
Phonepe
09.2023 - 07.2024
Assistant Manager ORM & Customer Support
Cuemath
08.2022 - 09.2023
Brand ORM Lead
Cureskin
07.2021 - 07.2022
Team Lead - Social Media Listening, ORM & Analytic
Kantar (Client - ITC Foods)
02.2021 - 06.2021
Social Media - Assistant Team Lead
Swiggy
04.2018 - 12.2018
ORM - Social Media Executive
Swiggy
01.2017 - 04.2018
Bachelor of Engineering - Dropout 3rd Year - Computer And Information Sciences
T John Institute of Technology
Associate of Science - 12th - Science Stream Score - 60%
Patha Bhavan
General Studies - General Studies 10th standard Score - 67.2%
South Point School
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