Shashibala Chauraisa
Mumbai
Summary
Dynamic Senior Associate at HGS with expertise in brand reputation management and customer engagement. Proven track record in risk assessment and effective communication, enhancing service quality and achieving targets. Skilled in content creation and media analysis, driving impactful outreach initiatives and fostering community connections. Experienced Senior Associate with analytical and flexible approach to solving problems. Decisive leader driven to optimize processes and streamline operations for team efficiency.
Overview
11
11
years of professional experience
Work History
Senior Associate
HGS
05.2022 - Current
- Managed and reviewed customer feedback from app reviews and social media posts for Walmart to inform brand strategy.
- Classified cases using flashpoint and ATP frameworks to mitigate risk levels and enhance brand reputation management.
- Delivered exceptional customer service by actively engaging with clients and addressing inquiries.
- Escalate negative posts promptly and engage positively with customer comments to enhance brand reputation.
- Drafted and adapted workplace and community posts across platforms including LinkedIn, Facebook, Instagram, and internal communications to enhance engagement.
- Coordinated cross-team collaboration on app review, local social spam, and golin tasks through team leader meetings and emails to streamline processes.
- Facilitated discussions to improve project workflow efficiency across teams.
- Identified issues, analysed information and provided solutions to problems.
Management Associate
International Maritime Foundation of Marine Educa
11.2021 - 04.2022
- Coordinated recruitment processes and enhanced employee engagement initiatives to support HR operations.
- Assisted in the establishment of policies that facilitated organisational growth and promoted staff development.
- Participated in operational tasks to improve overall effectiveness of HR functions.
- Evaluated import and export documents to validate compliance with regulations and procedures.
- Collaborated with supervisors in meetings to address issues and identify improvement opportunities for services.
Social Media Monitoring
Government of Maharashtra
05.2021 - 10.2021
- Monitored online content, informing government communication strategies.
- Assisted in identifying trends, enhancing public engagement efforts.
- Contributed to data analysis, driving improvements in outreach initiatives.
Editor
DUBANG DUNIA NEWSPAPER
05.2018 - 04.2019
- Proofed written works and shaped content to enhance clarity and engagement.
- Edited articles for clarity and consistency in line with publication standards.
- Collaborated with writers to develop engaging content for diverse readerships.
- Reviewed submissions to ensure adherence to editorial guidelines and deadlines.
Editor
Punjab Kesari
06.2015 - 06.2017
- Conducted thorough research to verify and ensure credibility of articles.
- Crafted engaging story headlines and summaries to increase reader interest and drive click-thru rates.
- Reviewed completed work prior to publication, identifying necessary edits and ensuring accuracy of final versions.
- Covered local events and analysed political topics to promote community engagement and increase awareness.
Education
Master of Business Administration - ITSM
Narsee Monjee Institute of Management Studies
Mumbai, MH06-2026
Master of Arts - JOURNILSM AND MASS COMMUNICATION
Guru Nanak Dev University
Amritsar, PB12-2015
Bachelor of Arts - JOURNILSM AND MASS COMMUNICATION
Guru Nanak Dev University
Jalandhar, PB12-2013
Skills
- Customer service and support
- Brand reputation management
- Risk assessment and escalation
- Content creation and communication
- Customer service
- Public speaking and anchoring
- Grammar correction and paraphrasing
- Platform-specific messaging
- Media monitoring and analysis
- Audience engagement and trend identification
- Reporting for brand reputation
- HR management and recruitment
- Policy implementation and coordination
- Conflict resolution and communication
- Technical tools proficiency
- QuarkXPress design expertise
Languages
- Hindi
- English, Proficient, C2
- Hindi, Proficient, C2
Accomplishments
- Best Monthly Award (RNR)
Timeline
Senior Associate
HGS
05.2022 - Current
Management Associate
International Maritime Foundation of Marine Educa
11.2021 - 04.2022
Social Media Monitoring
Government of Maharashtra
05.2021 - 10.2021
Editor
DUBANG DUNIA NEWSPAPER
05.2018 - 04.2019
Editor
Punjab Kesari
06.2015 - 06.2017
Master of Business Administration - ITSM
Narsee Monjee Institute of Management Studies
Master of Arts - JOURNILSM AND MASS COMMUNICATION
Guru Nanak Dev University
Bachelor of Arts - JOURNILSM AND MASS COMMUNICATION
Guru Nanak Dev University