Shweta Mahara
New Delhi
Summary
An experienced consulting professional with a portfolio in Digital and Social Media Insights for Brand and Consumer.
Worked closely with multiple brands and platforms. With over 8 years of experience in digital and social media consulting, including Pan-India operations management since November 2022, I bring a proven track record of driving results and fostering team success.
My expertise lies in decoding consumer insights and driving brand engagement through strategic initiatives. I excel in motivating teams and ensuring compliance with procedures, enhancing efficiency and performance. I firmly believe that fostering a culture of collaboration, innovation, and continuous improvement is paramount to driving sustainable growth and achieving organizational objectives.
Overview
8
8
years of professional experience
Work History
Operations Manager, Customer Experience
PVRINOX Cinemas
New Delhi, India
11.2022 - Current
- Managing the Customer Relationship Management Team
- Managing the Brand communications going out to the customers for all the Channels under PVR Cinemas, SPI Cinemas & INOX Cinemas
- Planning & Strategizing the weekly & monthly Marketing/Promotional Campaigns across all the communication channels - SMS, Email & WhatsApp
- Executing the planned Marketing Campaigns to the PAN India audience
- Looking after the smooth execution of various contests running across all the News Channels
- Handling the CRM, SMO & ORM process for the brand & its Loyalty program - PVR Privilege along with creating monthly reports & presentations
- It included working on CRM platforms such as Salesforce -Service Cloud & Social Studio, Radian6, Brand-Watch, Locobuzz & Sprinklr
- Writing, editing, and proofreading content for e-mail Marketing, SMS Marketing, social media, and the company's website
- Help drive critical business decisions by analyzing metrics and designing reports
- This includes preparing weekly, monthly, quarterly and yearly report
- Analyze daily incoming/outgoing volumes and share a detailed breakup at the start/EOD
- Maintain and keep track of the team's daily performance in line with the business
- At present, leading a Team of 55 people including 3 leads and Two AMs.
Assistant Manager, Operations
Hinduja Global Solutions
Mumbai, India
01.2022 - 10.2022
- Create and manage employees' schedules, accommodating individual requests and requirements
- Partnered with AVP to create initiatives design to motivate staff & increasing overall productivity
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication
- Delivered top-notch administrative support to office staff, promoting excellence in office operations
- Developed social media strategy at the times of Crisis for the client
- Gather broad insights about each client, the kind of mentions (complaints/queries/feedback) by their customers and report the same
- Responsible for comment moderation, consumer interaction, and diffusing any online issues (complaints, returns, etc.)
- Analyzed Social Media data and done Social listening using Brandwatch
- Created Power Point Presentation as per the client's requirement
- Directed the hiring, training and performance evaluations of social media staff
- Helping them in response management
- Along with maintaining their roster and keeping a track on their daily performance.
Team Lead, ORM
OneDirect
New Delhi, India
09.2017 - 12.2021
- Helped in onboarding multiple big clients with my expertise
- Took care of After Sales-Services
- Developed social media strategy at the times of Crisis for many clients
- Ensured to maintain the highest level of customer services
- Handling social media channels for our clients which include responding to the mentions across social media channels
- Ensuring seamless communication with clients so that all responses posted are in line with client's persona
- Gather broad insights about each client, the kind of mentions (complaints/queries/feedback) by their customers and report the same
- Responsible for comment moderation, consumer interaction, and diffusing any online issues (complaints, returns, etc
- Create Daily, Weekly, Monthly and Quarterly reports of client and competitor social activities
- Analyzed Social Media data and done Social listening for a couple of brands using Brandwatch
- Created Power Point Presentation as per the client's requirement
- Directed the hiring, training and performance evaluations of social media staff
- Handled a team of fifteen members and helping them in response management
- Along with maintaining their roster and keeping a track on their daily performance.
Staff Writer
DforDelhi
New Delhi, India
07.2016 - 08.2017
- Writing about the different cuisine and restaurants famous Delhi
- Proofread and edit blog posts before publication on the site or social media page
- Coordinate with marketing and design teams to illustrate articles
- Promote content on social media
- Identify customers' needs and gaps in our content and recommend new topics
- Ensure all-around consistency (style, fonts, images and tone)
- Update website content as needed to attract readers and collect traffic.
Education
Masters in Mass Communication & Journalism - MA in Mass Communication
Delhi University
06.2017
Bachelor of Arts - Social Work
University of Lucknow
Lucknow, India04.2015
Senior Secondary Education -
Christ Church College
Lucknow 04.2012
High School Diploma -
Christ Church College
Lucknow04.2010
Skills
- Facebook analytics
- Twitter analytics
- Social media analytics
- Microsoft PowerPoint solutions
- Brandwatch
- Locobuzz
- Sprinklr
- Salesforce
- FreshDesk
- Customer Acquisition
- Customer Empathy
- Staff Development
- Data Analytics
- Training programs
- Customer Service
- Staff training/development
Languages
English
Punjabi
Hindi
Marital status
Unmarried
Personal Information
- Title: Manager, Operations & ORM (Customer Experience)
- Date of Birth: 02/09/1994
- Nationality: Indian
Timeline
Operations Manager, Customer Experience
PVRINOX Cinemas
11.2022 - Current
Assistant Manager, Operations
Hinduja Global Solutions
01.2022 - 10.2022
Team Lead, ORM
OneDirect
09.2017 - 12.2021
Staff Writer
DforDelhi
07.2016 - 08.2017
Masters in Mass Communication & Journalism - MA in Mass Communication
Delhi University
Bachelor of Arts - Social Work
University of Lucknow
Senior Secondary Education -
Christ Church College
High School Diploma -
Christ Church College