Vimanyu Batra
Faridabad
Summary
Results-driven Social Media Team Leader with experience managing high-performing teams, ensuring quality delivery, and driving customer engagement across social platforms. Skilled in workflow management, performance tracking, coaching, and maintaining brand voice while meeting SLAs and client expectations.
Overview
10
10
years of professional experience
Work History
Subject Matter Expert
Hinduja Global Solutions
Mumbai
01.2022 - Current
- Acted as primary contact for agent inquiries and operational clarifications.
- Delivered real-time support during live promos to ensure adherence to SLAs.
- Proactively identified recurring issues and recommended process improvements.
- Conducted audits and dip checks to maintain quality standards.
- Provided coaching and feedback to agents for performance enhancement.
- Collaborated with management in developing training materials for new hires.
- Offered individualized support to team members and managers to foster continuous improvement.
- Maintained positive relationships with staff and management to enhance teamwork.
Social Media Analyst
ODCEM TECHNOLOGIES PVT. LTD
New Delhi
08.2019 - 10.2021
- Managed company queries and complaints across social media platforms, including Facebook, Twitter, and Instagram.
- Maintained turnaround time without breaches while ensuring high-quality responses.
- Handled balance inquiries and internet banking issues for Federal Bank customers.
- Assisted clients with loan applications for Non-NRI accounts at Federal Bank.
- Facilitated product inquiries and service appointments for IFB Appliances customers.
- Supported shipment tracking requests for Shiprocket and Ecom Express clients.
- Resolved field executive complaints for both Shiprocket and Ecom Express effectively.
Customer Service Representative
MARS RETAILTECH PRIVATE LIMITED
Delhi
05.2016 - 04.2018
- Efficiently managed high volumes of inbound and outbound calls.
- Adhered to company scripts while addressing diverse topics.
- Identified customer needs and researched issues to deliver accurate solutions.
- Handled technical and service escalations for associates in supervisor's absence.
Skills
- Social Media Management Tools (Sprinklr, Salesforce, etc)
- MS Office / G-suites
- Team Leadership & Supervision
- Performance Monitoring & Reporting
- Shift & Workflow Management
- Motivation & Team Engagement
Academicprofile - Schoolingcredentials
- GRADUATE (BA. Prog), School Of Open Learning, University of Delhi
- 12TH, Mahadev Desai Public School, CBSE
- 10TH, Mahadev Desai Public School, CBSE
Languages
- English
- Hindi
Hobbies and Interests
- Badminton (regular competitive play)
- Organizing recreational sports activities
- Listening to music
Personal Information
Timeline
Subject Matter Expert
Hinduja Global Solutions
01.2022 - Current
Social Media Analyst
ODCEM TECHNOLOGIES PVT. LTD
08.2019 - 10.2021
Customer Service Representative
MARS RETAILTECH PRIVATE LIMITED
05.2016 - 04.2018