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
2020.01 - 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
2017.01 - 2020.01
- 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
2015.01 - 2017.01
- 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
Ahmedabad2019-07
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
2020.01 - Current
Acting Team Lead (Senior Executive)
Vodafone India Service Pvt. Ltd
2017.01 - 2020.01
Online Chat Representative (Sales and Service)
Effective Teleservices Pvt. Ltd.
2015.01 - 2017.01
Bachelor of Computer Applications -
Sabarmati University