Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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SHUBHAM PANDEY

Ahmedabad

Summary

Dynamic Senior Brand Engagement Executive with proven expertise at ZURU Tech India Pvt. Ltd. Skilled in social media management and customer experience enhancement. Adept at team leadership and performance coaching, driving significant improvements in service quality. Recognised for exceptional communication and collaboration skills, consistently delivering results under pressure.

Overview

11
11
years of professional experience

Work History

Senior Brand Engagement Executive

ZURU Tech India Pvt. Ltd
Ahmedabad
01.2020 - Current
  • Handling escalations and general queries on Zendesk (emails).
  • Social Media Management (IG and FB), and reporting.
  • Handling collaboration and PR queries for the brands.
  • Developed strategic plans along with the management to enhance customer experience.
  • Analyzed market trends to inform executive decision-making processes.

Acting Team Lead (Senior Executive)

Vodafone India Service Pvt. Ltd
Pune/Ahmedabad
01.2017 - 01.2020
  • Handled a team of up to 20 team members. Coached and trained them to drive performances regularly.
  • I made weekly performance reports to present to the stakeholders.
  • Coordinated training sessions for new employees in service protocols.
  • Monitored team performance and provided constructive feedback regularly.
  • Delegated daily tasks to team members to optimise group productivity.
  • Handled escalations in live chats.
  • Worked as a Tech Support Advisor for 6 months.

Online Chat Representative (Sales and Service)

Effective Teleservices Pvt. Ltd.
Ahmedabad
01.2015 - 01.2017
  • Handled Sales and Service for Verizon FiOS services (USA)
  • Consistently handled 3 chats concurrently
  • Awarded for the best chat quality and top performance on multiple occasions.

Education

Bachelor of Computer Applications -

Sabarmati University
Ahmedabad
07-2019

Skills

  • Solid written & verbal communicator
  • Customer experience
  • Social media management
  • Team leadership
  • Performance reporting
  • Training coordination
  • Effective communication
  • Collaboration skills
  • Excellent listener
  • Poised under pressure
  • Performance Driving and Coaching
  • Friendly, courteous, & service oriented
  • Objection Handling
  • Multi-Tasking

Hobbies and Interests

  • Singing
  • Reading
  • Travelling
  • Writing

Timeline

Senior Brand Engagement Executive

ZURU Tech India Pvt. Ltd
01.2020 - Current

Acting Team Lead (Senior Executive)

Vodafone India Service Pvt. Ltd
01.2017 - 01.2020

Online Chat Representative (Sales and Service)

Effective Teleservices Pvt. Ltd.
01.2015 - 01.2017

Bachelor of Computer Applications -

Sabarmati University
SHUBHAM PANDEY