Tridev Ranjan Sharma
Indirapuram
Summary
Result-oriented Senior Specialist and ORM Manager with over [7] years of experience in Online Reputation Management, Social Media Escalations, and Digital Customer Experience across leading brands such as Paytm, SBI Cards, Axis Bank, and Shiprocket.
Proven expertise in managing brand image, resolving high-priority customer grievances, and driving positive engagement across platforms like LinkedIn, Twitter (X), Instagram, Facebook, and Google Reviews.
Adept at handling high-volume escalations, collaborating with cross-functional teams, and developing ORM frameworks that align with brand tone and compliance policies in BFSI and e-commerce sectors.
Strong track record of enhancing brand sentiment, reducing response TAT, and maintaining professionalism even during crisis or viral situations.
Overview
8
8
years of professional experience
Work History
Senior Specialist
Shiprocket
Gurgaon
05.2025 - Current
- Senior Specialist – Online Reputation Management & Customer Experience
- Managed high-priority customer escalations across LinkedIn, Facebook, Instagram, X (Twitter), Google Reviews, and other digital platforms.
- Managed critical and VIP customer cases while ensuring SLA compliance.
- Improved customer satisfaction through proactive escalation management and service recovery.
- Coordinated with Operations, Logistics, Finance, Product, Claims, and Support teams to resolve complex customer issues.
- Investigated shipment, refund, delivery, insurance claim, and service-related concerns while ensuring timely resolution.
- Monitored online customer feedback to identify recurring service issues and recommended operational improvements.
Online Reputation Manager
Net Impact Solutions. (Axis Bank)
02.2024 - 08.2024
- Managed customer escalations received through digital platforms.
- Improved customer experience through timely grievance resolution.
- Ensured SLA adherence while handling priority customer cases.
- Collaborated with stakeholders to improve service quality and customer satisfaction.
- Coordinated with internal teams to resolve banking and insurance-related customer concerns.
- Maintained escalation reports and operational dashboards.
Senior Executive in Social Media
SBI Cards
04.2021 - 02.2024
- Coordinated with insurance partners for policy servicing and customer issue resolution.
- Coordinated with insurance partners to ensure timely policy servicing and effective resolution of customer issues.
- Collaborated with cross-functional teams to improve customer satisfaction.
- Managed high-priority customer escalations related to SBI Card products and insurance services.
- Maintained operational reports to track performance metrics and ensured compliance with SLA requirements.
- Managed customer communication through email and digital channels to address inquiries. through email and digital support channels.
Operations Executive - Social Media
Paytm
03.2020 - 03.2021
- Managed high-priority customer escalations related to insurance services.
- Coordinated with insurance partners for policy servicing and customer issue resolution.
- Resolved customer grievances related to premium deductions, policy issuance, and claims.
- Collaborated with cross-functional teams to improve customer satisfaction.
- Maintained operational reports and ensured SLA compliance.
- Handled customer communication through email and digital support channels.
Operations Executive - Social Media
Ikya (Quess Corp. Ltd)- Paytm
11.2018 - 03.2020
- Escalation handling
- Talking to the sellers on mail and voice
- Dealing with customer query
- Co-ordinating daily activities as per requirement as and when required with in team and with other departments also
- Acted as buffer for other departments of operations as and when required
Education
BSc. - Hotel Management
Institute of Hotel Management
Dehradun, IndiaIntermediate -
Delhi Public School
Vidyut NagarHigh School -
Delhi Public School
Vidyut NagarSkills
- Online Reputation Management (ORM)
- Customer Experience Management
- Customer Escalation Management
- Insurance Operations
- Insurance Partnerships
- Customer Grievance Resolution
- Insurance Policy Administration
- Claims Coordination
- Policy Distribution
- Cross-functional Collaboration
- CRM
- SLA Management
- Regulatory Compliance
- Process Improvement
- Microsoft Excel
- MIS Reporting
- Team Management
- Problem Resolution
- Verbal & Written Communication
Languages
- Hindi
- English
Languages
English
Advanced
C1
Timeline
Senior Specialist
Shiprocket
05.2025 - Current
Online Reputation Manager
Net Impact Solutions. (Axis Bank)
02.2024 - 08.2024
Senior Executive in Social Media
SBI Cards
04.2021 - 02.2024
Operations Executive - Social Media
Paytm
03.2020 - 03.2021
Operations Executive - Social Media
Ikya (Quess Corp. Ltd)- Paytm
11.2018 - 03.2020
BSc. - Hotel Management
Institute of Hotel Management
Intermediate -
Delhi Public School
High School -
Delhi Public School