Sheren Muttal
Mumbai
Summary
Online Reputation Management (ORM) Senior Executive with a passion for social media marketing. Certified Social Media Manager with a flair for creative content and data-driven insights. Proficient in ORM strategies and excited to apply skills to drive engaging and impactful social media campaigns. Ready to make a dynamic transition and contribute to brand growth through strategic digital initiatives.
Overview
6
6
years of professional experience
Work History
Senior Executive
Locobuzz Private Solutions Limited
Mumbai
01.2023 - Current
- Managed online brand mentions, promptly addressing customer feedback and inquiries
- Created and implemented successful strategies for managing reputation and responding to crises
- Conducted thorough analysis of social listening data to identify and extract valuable insights
- Responsible for compiling in-depth reports examining brand sentiment, engagement levels, and emerging online trends.
- Assessed employee performance through regular reviews, offering constructive feedback and coaching for continuous improvement.
- Coordinated and conducted team meetings to analyze performance metrics and communicate current goals.
- Established and maintained consistently positive client relationships with no negative feedback
Assistant Manager
HDFC Bank Limited
06.2022 - 01.2023
- As an Email Management Team Officer at HDFC Bank, I efficiently managed and organized customer inquiries, ensuring timely responses and resolution
- Implemented streamlined processes to enhance customer communication and satisfaction
Assistant Manager
Kotak Mahindra Bank
01.2019 - 06.2022
- As a Social Media Escalation Officer at Kotak Mahindra, I proactively addressed customer concerns, ensuring prompt and effective resolution through social media channels
- Managed escalated issues with professionalism and empathy, collaborating cross-functionally to uphold brand reputation
- Utilized strong communication skills to provide exceptional customer experiences and maintain a positive online presence
Education
Bachelors in Commerce - Commerce
VPM R.Z Shah College
01.2018
Commerce
VPM College
01.2015
St. Mary's Convent High School
01.2013
Skills
- Social Media Management
- Content creation
- Analytics
- Creative Content
- Video editing
- Data-Driven Insights
- A/B testing
- Data analysis
- Campaign optimization
- Observation
- Decision making
- Communication
- Multi-tasking
- Growth planning
- Staff Management
- Analytical Thinking
- Problem-solving abilities
- Quality Control
- Task Prioritization
- Teamwork and Collaboration
- Adaptability
- Team building
Accomplishments
- Achieved a +20% increase in positive sentiment by refining Online Reputation Management strategies.
- Recognized as the STAR Performer in March 2023.
- Reduced response time by 40%, swiftly resolving escalated issues.
- Streamlined processes, boosting team efficiency by 30%, and optimizing email management.
ORM Senior Executive:
R&R - STAR Performer:
Social Media Escalation Officer:
Email Management Officer:
Personal Information
Title: Social Media Specialist
Languages
English
First Language
Hindi
Advanced (C1)
C1
Affiliations
- Social Media Enthusiast
- Upskilling
Timeline
Senior Executive
Locobuzz Private Solutions Limited
01.2023 - Current
Assistant Manager
HDFC Bank Limited
06.2022 - 01.2023
Assistant Manager
Kotak Mahindra Bank
01.2019 - 06.2022
Bachelors in Commerce - Commerce
VPM R.Z Shah College
Commerce
VPM College
St. Mary's Convent High School
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