Sonia
New Delhi
Summary
Senior Associate at Zomato specializing in Social Media Management and team mentoring, with a demonstrated ability to enhance customer satisfaction and service quality. Recognized for fostering strong stakeholder relationships while driving high team performance and operational efficiency. Expertise in problem-solving and conflict resolution contributes to successful project outcomes. Dedicated to leveraging skills for organizational success and ongoing professional development.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Associate
Zomato
10.2022 - Current
- Delivered customer satisfaction by offering helpful and informative customer service via social platforms, i.e., LinkedIn, Twitter, Instagram, and Facebook.
- Handled critical escalations, addressing customer concerns escalated to stakeholders, and the CEO.
- Managed vendor associate training and quality control, providing feedback to drive performance improvement and adherence to standards.
- Responsible for internal and external quality audits to maintain customer satisfaction and service quality.
Operation Associate
GLOBIVA
06.2021 - 10.2022
- Customer Handling: Managed customer interactions with a focus on resolving queries, addressing concerns, and ensuring a positive experience across multiple communication channels.
- Team Mentoring: Provided guidance and support to team members, fostering a collaborative environment, and promoting professional development through coaching and feedback.
- Performance Auditing: Conducted regular performance audits to assess service quality, identify areas of improvement, and implement corrective actions to meet organizational standards.
- On-the-Job Training: Led and managed OJT batches, overseeing the onboarding process, and ensuring new hires were equipped with the skills and knowledge to succeed in their roles.
Education
Master of business administration - Finance and International Business
Guru Gobind Singh Indraprastha University
Bachelor of business administration -
Guru Gobind Singh Indraprastha University
Skills
- Responsible and self-motivated
- Positive attitude: Creating a positive work environment
- Goal-oriented: result achiever, meeting deadlines
- Problem-Solving and Conflict Resolution
- Compliance and Standards Adherence
- Social Media Management (LinkedIn, Twitter, Instagram, and Facebook)
- Quality Control (QC) and Auditing
- Training and mentoring
Disclaimer
I hereby declare that the particular given herein are true to the best of my knowledge & belief and I understand that if any information given above is incorrect my candidature is liable to be rejected.
Certification
- Intern, India Infoline limited (BBA project)
- Intern, Videocon limited (MBA Project)
Timeline
Senior Associate
Zomato
10.2022 - Current
Operation Associate
GLOBIVA
06.2021 - 10.2022
Master of business administration - Finance and International Business
Guru Gobind Singh Indraprastha University
Bachelor of business administration -
Guru Gobind Singh Indraprastha University
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