Shrutika S. Balsaraf
Navi Mumbai
Summary
Seasoned professional with over 15 years of experience in brand reputation management, social media listening, and crisis management. Proven success in enhancing brand visibility and amplifying conversations, resulting in a 20% increase in revenue. Expertise in developing strategic initiatives that foster positive brand perception and mitigate risks during critical situations. Committed to leveraging insights and innovative approaches to drive impactful results in fast-paced environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Manager – Brand Reputation Management
Gozoop Group
07.2021 - Current
- Excelled in a collaborative and entrepreneurial setup by coordinating with strategy, creative, and analytics teams to deliver 15+ multi-industry ORM campaigns, ensuring client satisfaction and repeat business.
- Efficiently managed 12+ client accounts simultaneously, balancing crisis interventions, content publishing, and reporting, consistently delivering on-time with 100% deadline adherence.
- Proactively engaged clients through regular reviews and insights sessions, leading to a 50% increase in client retention and upselling of ORM services.
- Liaised across internal departments (content, design, SEO, and tech) to resolve client issues within 24–48 hours, ensuring seamless execution of ORM deliverables.
- Handled ad hoc client requests such as urgent campaign launches, crisis escalations, and real-time monitoring, achieving 95% satisfaction rate in client feedback surveys.
- Managed expectations and outcomes by aligning reporting with client KPIs, reducing negative sentiment by 30% within 3 months for multiple high-profile accounts.
- Implemented structured tracking of account activities using analytics dashboards and CRM-style reporting, enhancing transparency and accountability for both internal teams and clients.
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and suppliers through account development.
Research Associate – Data Analyst (Volunteer)
Teesside University
12.2019 - 05.2021
- Worked with a PhD student for executing the data in Python, SQL, and Ms Excel
Fraud Prevention Consultant
Firstsource Solutions
09.2019 - 05.2021
- Prevented fraudulent transactions on payment cards by analyzing high-volume customer data and applying security protocols.
- Guided customers through compliance-driven verification processes, balancing fraud risk mitigation with positive client experience.
- Utilized tools like Cloud9, Transaction Manager, and Python/Excel for fraud detection, complaint analysis, and workflow efficiency.
Manager – Social Listening & Online Reputation Management
Netbiz Systems
04.2018 - 06.2019
- Led online reputation management and crisis interventions through customer sentiment analysis, competitor benchmarking, and social listening, strengthening client brand image across digital channels.
- Delivered consumer behavior and market trend reports using analytics and listening tools, enabling clients to identify opportunities and improve marketing effectiveness.
- Managed multiple digital projects and client accounts, ensuring timely execution, cross-team collaboration, and maintaining high client satisfaction levels.
- Cross-trained existing employees to maximize team agility and performance.
Assistant Account Manager
IPG Media Brands - Interactive Avenues
04.2017 - 04.2018
- Oversaw multi-channel digital marketing campaigns, ensuring alignment with client KPIs and achieving measurable ROI improvements.
- Built and maintained client relationships by delivering timely reports, insights, and proactive solutions.
- Collaborated across media, creative, and analytics teams to execute campaigns that improved brand visibility and engagement.
Senior Image Executive
Dentsu Aegis Network - Perfect Relations
07.2015 - 03.2017
- Managed public relations and reputation strategies for high-profile clients, ensuring strong media visibility.
- Created press releases, briefs, and communication material that improved brand sentiment and recall.
- Supported crisis communication efforts, delivering timely strategies to mitigate reputational risks.
Information Analyst
Cheers Interactive
12.2010 - 06.2015
- Produced competitive and market intelligence reports through secondary research and monitoring.
- Edited and delivered client-specific news abstracts and newsletters, enabling data-driven decisions.
- Provided industry trend insights that improved client visibility into competitor activities.
Education
PGDM - Artificial Intelligence and Data Science
Teesside University
Middlesbrough, UK01.2020
MCOM - Business Management (Specialization – Marketing)
R.A. Podar College of Commerce Economics, Mumbai University
01.2012
Skills
- Consumer & Competitor Insights Reporting
- Project Management & Deadline Adherence
- Forecasting market dynamics
- Data-driven Decision Making
- Strategic Account Growth
- Teamwork and Collaboration
- Excellent Communication Skills
- Lead Conversion
- Employee Training
Certification
- Advanced program in Digital Marketing, Digital Communication and Media 2018-2019
- IBM Data Science Methodology – Coursera 2020
- IBM Opensource tools for Data Science – Coursera 2020
- IBM Data Science Orientation – Coursera 2020
STRENGTHS
- Analytical thinking and planning
- Attention to detail
- Flexible and Optimistic
- Project management
Timeline
Manager – Brand Reputation Management
Gozoop Group
07.2021 - Current
Research Associate – Data Analyst (Volunteer)
Teesside University
12.2019 - 05.2021
Fraud Prevention Consultant
Firstsource Solutions
09.2019 - 05.2021
Manager – Social Listening & Online Reputation Management
Netbiz Systems
04.2018 - 06.2019
Assistant Account Manager
IPG Media Brands - Interactive Avenues
04.2017 - 04.2018
Senior Image Executive
Dentsu Aegis Network - Perfect Relations
07.2015 - 03.2017
Information Analyst
Cheers Interactive
12.2010 - 06.2015
MCOM - Business Management (Specialization – Marketing)
R.A. Podar College of Commerce Economics, Mumbai University
PGDM - Artificial Intelligence and Data Science
Teesside University
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