Sakshi Rajawat
Thane
Summary
Dynamic social media leader with a proven track record at Groww Serv Pvt Ltd, driving high customer satisfaction through strategic team management and effective communication. Expert in social media strategy and performance metrics analysis, consistently achieving exceptional results while fostering cross-functional collaboration and enhancing team engagement.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Team Leader - Social Media Escalation
Groww Serv Pvt Ltd
Mumbai
01.2024 - Current
- Manage a high-performing social media team by planning schedules, assigning responsibilities, and providing strategic direction to ensure smooth operations, and timely delivery of objectives.
- Coordinate with technical, product, and other cross-functional teams to quickly resolve issues, and optimize workflows.
- Provide constructive feedback and coaching to enhance team performance, productivity, and engagement.
- Consistently maintain high customer satisfaction (CSAT) scores by ensuring quality responses and effective issue resolution.
- Align social media strategies with overall company goals, ensuring consistent brand messaging, and measurable impact.
Senior Executive - Social Media Escalation
Groww Serv Pvt Ltd
Mumbai
01.2022 - 12.2023
- Consistently achieved a CSAT score above 80% by delivering timely, accurate, and high-quality resolutions to user queries.
- Supported leadership by handling complex, high-priority cases, and contributing actionable process improvement suggestions.
- Mentored and trained new team members, ensuring smooth onboarding, and quick adaptation to workflows.
Executive - Social Media Escalation
Groww Serv Pvt Ltd
Mumbai
03.2021 - 12.2021
- Delivered end-to-end resolution for user concerns, ensuring a seamless, and satisfactory experience.
- Consistently met key performance goals, including high CSAT scores, and resolution within defined TAT.
- Maintained accuracy and professionalism in all interactions, contributing to overall team success.
Assistant Manager - Client Servicing
Kotak Securities Ltd
Mumbai
12.2019 - 02.2021
- Provided seamless customer support across voice, chat, and email, ensuring smooth transitions between multiple service channels.
- Adapted quickly to call-and-trade operations, demonstrating versatility, and strong product knowledge.
- Built rapport with customers by resolving queries with accuracy and empathy, contributing to overall service excellence.
Education
BBA - Marketing
Amity University
Mumbai08-2019
Higher School Certificate (HSC) - Commerce
Chandibai Himathmal Mansukhani College
Thane05-2016
Secondary School Certificate (SSC) -
Lourdes High School
Thane05-2014
Skills
- Social media strategy
- Team management
- Cross-functional collaboration
- Performance metrics analysis
- Effective communication
Certification
- NISM Series VIII: Equity Derivatives – issued Aug 2024
- NISM Series V-A: Mutual Fund Distributors – issued May 2024
- NISM Series VII: Securities Operations and Risk Management – issued May 2024
Languages
English, Hindi
First Language
Timeline
Team Leader - Social Media Escalation
Groww Serv Pvt Ltd
01.2024 - Current
Senior Executive - Social Media Escalation
Groww Serv Pvt Ltd
01.2022 - 12.2023
Executive - Social Media Escalation
Groww Serv Pvt Ltd
03.2021 - 12.2021
Assistant Manager - Client Servicing
Kotak Securities Ltd
12.2019 - 02.2021
BBA - Marketing
Amity University
Higher School Certificate (HSC) - Commerce
Chandibai Himathmal Mansukhani College
Secondary School Certificate (SSC) -
Lourdes High School
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