Tanveer Siddiqui
Bangalore & Hyderabad
Summary
Dynamic and results-driven Subject Matter Expert with nearly 9 years of hands-on experience in Customer Experience, Social Media Support, and Online Reputation Management. Known for supporting high-impact service teams and consistently improving CSAT scores by up to 65% for leading brands such as Myntra, Flipkart, Curefit, and DAZN.
Strong experience in handling end-to-end customer and employee concerns across social media, email, and chat channels, with a clear focus on fair resolution, policy adherence, and ethical decision-making. Well-versed in managing sensitive escalations, maintaining confidentiality, and ensuring alignment with company values and Code of Conduct. Proven ability to analyse case trends and customer feedback to identify risks, improve processes, and support continuous improvement in service quality and compliance standards.
Overview
10
10
years of professional experience
Work History
Ethics Support Specialist
Curefit
06.2025 - 12.2025
- Handled customer and employee escalation cases from start to end, making sure issues were resolved fairly, on time, and as per company policies and values.
- Reviewed complaints and concerns carefully, gathered required details, and coordinated with relevant internal teams like HR, Operations, and Legal wherever needed.
- Maintained proper case records and regularly updated case status in internal tracking tools to ensure transparency and timely closure.
- Used good judgment while dealing with sensitive matters and ensured confidentiality was maintained at all times.
- Worked closely with different teams to investigate issues, clarify facts, and arrive at practical and balanced resolutions.
- Regularly analysed feedback and past cases to identify repeated issues and shared inputs to help improve processes and reduce future escalations.
- Followed the company’s Code of Conduct and internal guidelines in all communications and decision-making.
- Supported reporting of escalation trends and case outcomes to help management understand risk areas and improvement opportunities.
- Managed multiple cases simultaneously in a fast-paced environment while meeting SLAs and business expectations.
- Used tools like MS Office / Google Workspace and collaboration platforms for documentation, reporting, and team coordination.
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.
- 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.
- Recognized for achieving 98% SLA compliance and 95% resolution accuracy.
Social Media - Escalations Specialist
Flipkart
08.2015 - 08.2019
- 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
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
- 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 - 12.2025
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