Tanveer Siddiqui
Bangalore & Hyderabad
Summary
A dynamic and results-driven Customer Service SME with nearly 9 years of hands-on experience in Customer Experience, Social Media Support, and Online Reputation Management. Known for Guiding high-impact service team members and consistently improving CSAT scores by up to 65% across leading brands including Myntra, Flipkart, Curefit, and DAZN. Expert in managing end-to-end customer interactions across social media, email, and chat channels, with a strong focus on issue resolution, sentiment analysis, and brand protection. Adept at handling complex escalations—including high-visibility social media concerns—while maintaining a calm, empathetic tone that strengthens customer trust. Proven ability to turn customer feedback into actionable insights, driving continuous improvement in service delivery, product quality, and overall customer satisfaction.
Overview
10
10
years of professional experience
Work History
Ethics Support Specialist
Curefit
06.2025 - 08.2025
- Addressed customer and employee escalations with care, aiming for fair, timely resolutions.
- Looked into customer concerns, working to find reasonable solutions that align with company expectations.
- Worked with other teams when needed to resolve issues and improve processes.
- Helped shape and maintain practices that support both customer and employee satisfaction.
- Regularly reviewed feedback to spot recurring themes and areas that could benefit from improvement.
- Followed company guidelines and values in all aspects of problem-solving and communication.
SME Social Media – Customer Experience
DAZN SOFTWARE Pvt Ltd
09.2024 - 06.2025
- Supervised a team of 20+ social media customer service executives to manage real-time customer escalations.
- Conducted regular quality audits and training sessions to improve issue resolution TAT and CSAT scores.
- Led customer service initiatives during product launches and service outages, ensuring transparent communication.
- Collaborated with product, tech, and marketing to close the feedback loop and implement service enhancements.
- Monitored social media for sentiment, brand mentions, and emerging
trends. - Coordinated with internal departments to ensure uniform brand
messaging.
Social Media Escalation & SME Customer Experience
Cult.fit Healthcare Pvt Ltd
09.2021 - 08.2024
- Handled social media escalations across all major platforms including LinkedIn, Instagram, X (formerly Twitter), Facebook, and review platforms.
- Resolved high-volume customer queries on social channels with consistent, high-quality outcomes.
- Developed SOPs for query resolution, resulting in enhanced customer satisfaction.
- Led a 16-member team responsible for managing customer complaints, feedback, and inquiries via email support channels.
- Improved response times by 40% by streamlining workflows and integrating CRM tools.
- Increased CSAT scores by 65% through the implementation of data-driven service strategies.
Social Media Officer – Customer Service
Myntra & Jabong Pvt Ltd
09.2019 - 03.2021
- Handled social media escalations across all major platforms including LinkedIn, Instagram, X (formerly Twitter), Facebook, and review platforms.
- Collaborated with logistics and warehousing teams to resolve delayed deliveries and return issues.
- Created SOPs for consistent tone and escalation handling, enhancing brand trust and retention.
- Recognized for achieving 98% SLA compliance and 95% resolution accuracy.
Social Media - Escalations Specialist
Flipkart
08.2015 - 08.2019
- Managed complex and high-impact social media escalations across key platforms including LinkedIn, Instagram, X (formerly Twitter), Facebook, and consumer review sites, ensuring timely and reputation-safe resolutions.
- Resolved high volumes of customer queries and complaints on social media with a strong focus on quality, empathy, and first-contact resolution, contributing to improved customer sentiment and brand perception.
- Handled CEO-level and critical escalations with utmost sensitivity and professionalism, coordinating with cross-functional teams to deliver swift, high-priority solutions and protect brand integrity.
- Collaborated with the Return Escalation Team during peak sales periods to resolve pending return-related issues, ensuring smooth customer experiences and reducing return processing time.
- Proactively followed up with customers for closure on pending return-related escalations.
- Helped reduce refund-related complaints by identifying recurring issues and suggesting process improvements to leadership.
Education
B.COM - Human Resources Management
Rabindranath Tagore University
Bhopal12-2025
Skills
- Customer relationship management
- Issue resolution
- Ticket management
- Issue escalation
- Customer engagement
- Relationship building
- Documentation and reporting
- Online Reputation & Crisis Management
- Customer Experience & Satisfaction (CSAT)
- Team Leadership & Training
- Problem-solving abilities
- Team building
Languages Known
English, Hindi, Kannada, Urdu
Tools & Platforms
- Freshdesk
- Clarabridge
- Sprout Social
- Locobuzz
- Sprinkler
- Smart Assist
- Zendesk
Disclaimer
I hereby declare that the above-mentioned information is true and correct to the best of my knowledge and belief. I take full responsibility for the accuracy of the details mentioned. Date: Place: Signature: Tanveer Siddiqui
Timeline
Ethics Support Specialist
Curefit
06.2025 - 08.2025
SME Social Media – Customer Experience
DAZN SOFTWARE Pvt Ltd
09.2024 - 06.2025
Social Media Escalation & SME Customer Experience
Cult.fit Healthcare Pvt Ltd
09.2021 - 08.2024
Social Media Officer – Customer Service
Myntra & Jabong Pvt Ltd
09.2019 - 03.2021
Social Media - Escalations Specialist
Flipkart
08.2015 - 08.2019
B.COM - Human Resources Management
Rabindranath Tagore University
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