Yasmin Khan
Social Media - ORM
Gurgaon
Summary
Social Media ORM Specialist managing high-volume customer interactions across social platforms and email. Expertise in complaint resolution and social listening. Leading social media ORM to enhance customer satisfaction and protect brand reputation through proactive monitoring, prompt resolutions, and continuous service improvement. Strong ability to handle sensitive queries and derive actionable insights from customer feedback and reporting.
Overview
9
9
years of professional experience
1
1
Language
Work History
Social Media ORM
Valuedrive Technologies Private Limited - Spinny
04.2022 - Current
- Manage high-volume customer interactions across platforms such as Instagram, Facebook, LinkedIn, YouTube, Twitter, Play Store, and Google My Business etc, ensuring prompt, professional, and brand-consistent communication.
- Preparing daily and weekly ORM reports highlighting sentiment analysis, customer feedback, and engagement metrics.
- Handle customer complaints, booking concerns, and product-related inquiries efficiently
- Escalate operational issues to internal CRM/operations teams and ensure resolution tracking.
- Monitor brand mentions (tagged & untagged) and identify emerging issues or viral conversations.
- Adept at managing high-volume email communication, preparing formal responses, and ensuring timely and accurate follow-ups with clients and internal stakeholders.
Verifier
iEnergizer
02.2021 - 03.2022
- Assisted internal departments with verifying customer information as needed.
- International process of UAE. Obtain verification information via phone and mail.
- Checked documentation for appropriate coding, catching errors, and making revisions.
- Verified accuracy of customer information by collecting and inputting data into the system.
- Prepared reports regarding verification results for management details.
- Ensured all customer information was collected, stored, and handled securely.
Sales Associate
Paisabazaar Marketing And Consulting Private Limit
10.2020 - 01.2021
- Assessed customer needs to provide assistance and information on product features.
- Provided accurate information about products, prices and services.
- Prepared regular reports on sales activities such as number of applications processed, approval rate.
- Explained and clearly articulated benefits of specific credit card.
Customer Retention Specialist ( RM )
PolicybazaarInsuranceBrokersPrivateLimited
04.2020 - 09.2020
- Responded promptly to emails from existing customers seeking assistance or advice.
- Provided customer service support to retain customers and address any inquiries or complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Greeted customers and answered inquiries regarding insurance policies.
- Reviewed insurance policies for accuracy prior to issuing them to customers.
Sales Associate
PaisabazaarMarketing And Consulting Private Limit
12.2018 - 04.2020
- Assessed customer needs to provide assistance and information on product features.
- Provided accurate information about products, prices and services.
- Prepared regular reports on sales activities such as number of applications processed, approval rate.
- Explained and clearly articulated benefits of specific credit card.
- Identified opportunities for cross-selling additional products or services.
- Analyzed customer profiles to recommend appropriate credit cards based on individual financial situation.
Customer Response Executive
OnePointOneSolutionsPrivateLimited
09.2017 - 12.2018
- Assessed customer needs to provide assistance and information on product features.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Provided accurate information about products, prices and services.
- Answered incoming telephone calls to provide store, products and services information.
Education
Bachelor of Commerce -
Mahamaya Technical University
01-2020
Skills
Social Media & Community Management
Customer Query & Complaint Resolution
Customer Interaction & Community Management
Good Time Management
Customer Relationship Building
Query Resolution
Customer Loyalty Building
Problem Solver
Timeline
Social Media ORM
Valuedrive Technologies Private Limited - Spinny
04.2022 - Current
Verifier
iEnergizer
02.2021 - 03.2022
Sales Associate
Paisabazaar Marketing And Consulting Private Limit
10.2020 - 01.2021
Customer Retention Specialist ( RM )
PolicybazaarInsuranceBrokersPrivateLimited
04.2020 - 09.2020
Sales Associate
PaisabazaarMarketing And Consulting Private Limit
12.2018 - 04.2020
Customer Response Executive
OnePointOneSolutionsPrivateLimited
09.2017 - 12.2018
Bachelor of Commerce -
Mahamaya Technical University