YASH R CHORDIA
Mumbai
Summary
I am a dynamic and results-oriented Manager with a proven track record of optimizing operations, driving efficiency, and fostering high-performance teams. Skilled in strategic planning, employee engagement, and policy enforcement, I excel at aligning business objectives with market trends and regulatory standards. With a strong analytical mindset, I navigate complex challenges, implement data-driven solutions, and enhance overall productivity. Thriving in high-pressure environments, I am highly task-driven, adaptable, and committed to delivering excellence in every facet of operations.
Overview
12
12
years of professional experience
Work History
Social Listening & ORM Manager
Reliance Jio Infocomm Ltd.
12.2023 - Current
- Managed ORM for the world's biggest wedding—Sh. Anant Ambani’s—ensuring timely escalation of all mentions. Led ORM for RIL Group entities like Jio, Reliance Smart, JioHotstar, Ajio, and Vantara.
- Built ORM processes from scratch, amplifying positive stories and strategically engaging competitor customers.
- Worked on creatives and ran email campaigns to boost brand engagement.
- Used Konnect Insights for ORM and analytics, ensuring real-time tracking.
- Daily use of AI tools like ChatGPT for content creation.
- Basic knowledge of Meta Business Suite & YouTube Watch for social media management.
- Worked with cross-functional teams for seamless social media escalation resolution.
- Optimized operations, implemented process improvements, and improved team efficiency.
ORM Manager
Epowerx Learning Technologies Pvt Ltd. (Sfiill-Lync)
04.2022 - 06.2023
- Managed the team to fulfill daily requirements as per the Organization needs
- Built Response SOP for the ORM Team members to ensure all types of queries can be answered on social media
- Ran G led Kaizen projects to streamline processes for better customer experience
- Worked closely with other departments to ensure every social media escalation was solved end to end
- Commented positively on the most influential/negative comments
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste
- Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Delivered feedback to decision-makers regarding employee performance and training needs
ORM Manager
WhiteHat Jr
06.2020 - 05.2022
- Monitor and analyze online content to track reputation trends and ensure effective brand reputation management
- Facilitate issue resolution by addressing customer concerns and inquiries across multiple channels
- Deliver an exceptional consumer experience through proactive engagement via inbound/outbound posts, tweets, and emails
- Conduct in-depth audits of online information to safeguard and enhance the brand's reputation
- Continuously track and monitor brand perception across social media, search engines, blogs, and online communities
- Effectively manage multiple tasks within strict time frames, ensuring efficiency and accuracy in reputation management
Senior Customer Service Representative
ANI Technology Pvt Ltd (Ola Cabs)
12.2016 - 05.2020
- Specialist in managing transport and driver escalation queries with a strong focus on resolution and customer satisfaction
- On-the-job training support alongside the Back Team Leader for new joiners, ensuring a smooth learning curve
- Conducting training sessions for both new and existing team members to enhance their expertise in handling escalation calls
- End-to-end management of customer escalations, ensuring successful and timely resolutions
- Proactive follow-up on critical escalations, even beyond company policies, while maintaining TAT compliance
- Supervisor - Safety Response Team, responsible for managing inbound calls from agents related to customer and driver safety concerns
- Real-time handling of social media escalations, ensuring prompt resolutions and brand reputation management
- Managing high-priority customer escalations directed to the CEO's office, delivering swift and effective resolutions
Customer Service Representative
Quifir India Pvt Ltd
08.2014 - 07.2016
- Company Overview: An online marketplace for buying and selling services and goods
- Handled high-value package tracking and sales after-sales service
- Coordinated with senior management on stock availability
- Ensured smooth communication and service for customer queries
- An online marketplace for buying and selling services and goods
Customer Care Agent
Shop24seven
01.2013 - 01.2014
- Handled inbound calls and processed orders for products showcased on television for brands like Softel and Telebrands
- Effectively managed customer objections and ensured compliant sales closures
- Assisted clients with order tracking and issue resolution
- Coordinated with senior management to ensure stock availability across multiple brands
Education
H.S.C -
Nahata College of Commerce
06.2013
B.Com Graduation - undefined
Rashtrasant Tufiadoji Maharaj Nagpur University
01.2023
S.S.C - undefined
Biyani Public School
06.2010
Skills
- Staff Management expertise
- Experience in driving improvement initiatives
- Email Marketing
- Strategic planning abilities
- Coaching and mentoring skills
Timeline
Social Listening & ORM Manager
Reliance Jio Infocomm Ltd.
12.2023 - Current
ORM Manager
Epowerx Learning Technologies Pvt Ltd. (Sfiill-Lync)
04.2022 - 06.2023
ORM Manager
WhiteHat Jr
06.2020 - 05.2022
Senior Customer Service Representative
ANI Technology Pvt Ltd (Ola Cabs)
12.2016 - 05.2020
Customer Service Representative
Quifir India Pvt Ltd
08.2014 - 07.2016
Customer Care Agent
Shop24seven
01.2013 - 01.2014
B.Com Graduation - undefined
Rashtrasant Tufiadoji Maharaj Nagpur University
S.S.C - undefined
Biyani Public School
H.S.C -
Nahata College of Commerce
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