Performance driven professional with 13+ years of experience in managing content and people across multiple geographies with primary focus on client management.
Skilled in cross-functional, multi-cultural coordination with a pragmatic approach to improvise on solutions and resolve complex business issues
Diverse skillset due to exposure to different industries
Overview
13
13
years of professional experience
4
4
Languages
Work History
Manager, Technical Support
CareerBuilder.com India Pvt. Ltd
Noida, UP
04.2019 - Current
APAC and EMEA Operations for L1 & L2 teams
Call, Email & Chat Support
Escalation Management
Quality Control
Process Definition & Implementation
Data Reporting & Analysis
Cross-functional Liaising
Employee Lifecycle Management
Workforce Planning & Budgeting
Business Case Development
SLA Definition & Management
Performance KPIs
Platform Migrations
Vendor Relationships
Strategic Stakeholder Relationships
Disaster Recovery Management
EPG Scheduler | Red Bee Media Content Discovery
Ericsson Global India Pvt. Ltd
Noida, UP
11.2017 - 03.2019
EPG Scheduling - Linear & VOD
European Broadcasters - German, Italian, English, Spanish channels
Managed Services Delivery Platform tools
Quality Auditing
SLA Management
Onboarding New Tools for Automation
Escalation Management
Root Cause Analysis
Cross-domain training
Stakeholder Management
Automation of data collection
Facilitating Ease of Access
ACE award for outstanding performance in Q1-2018
Recognition as Key Contributor in 2018
Social Media Specialist / Product, Evangelist
Knowlarity Communications Pvt. Ltd
Gurgaon, HR
07.2015 - 12.2016
Evangelist
Ore Responsibility – Social Media Servicing, Escalations management, Online reputation management, Customer communication and Integrated Product communications
Ob Profile – Product, :
Add new and improve upon existing digital content by creating friendly user-interface using interactive support content to make cloud telephony an innately understood product
Vendor management – Understanding product requirements from channel partners and B2B customers to identify requisite technological advancements in product
Customer engagement via in-app, web-based and direct sources to gauge Net Promoter Score and identify pain areas
Integrated communication with internal & external stakeholders to apprise them of actions and outcome of product development
Liaising with product development to communicate clear customer requirements and prepare in-depth release notes for all stakeholders
Job Profile – Social Media Operations:
Manage grievance handling and escalation within tight timelines on all social media platforms
Responsible for creating new processes to promote customer excellence
Work with sales, delivery and support teams to reduce overall TAT and improve product delivery time
Handle escalations for CEO Desk on business and service related issues
Key Achievements
Reduced FRT from few days to 7 minutes on Facebook
Reduced Resolution time from weeks to 48 hours
Reduced number of SM escalations from 5 a day to once a week
Automated order confirmation and delivery to reduce overall production time.
Team Leader
InterGlobe Technologies Pvt. Ltd
Gurgaon, HR
04.2012 - 07.2013
Social Media Servicing Team
Ore Responsibility – Team Management, Social Media Servicing for KLM Royal Dutch Airlines
Ore Responsibilities:
Managing team 25 language experts in 3 different languages (English, German, and Japanese)
Liaising between technical team and end users to provide quick and satisfactory resolution
Handling customer queries via multiple CRMs including Salesforce and Hootsuite
Populating daily dashboard on all three languages, maintaining SLAs, TATs, and Quality
Identifying early warning signs and taking preventive measures for team
Working with talent acquisitions to interview for new positions and replacements
Integrated Communications for Senior Management Review
Senior Product Manager
Rated Apartments Pvt. Ltd
New Delhi, DL
06.2010 - 03.2012
European Operations
Core Responsibility – Property Acquisition, Front Desk
Job Profile - Operations:
Responsible for maintaining high quality team performance
Developing company’s business in Europe especially Germany, Austria, Switzerland, France, Spain and Italy
Acquiring serviced apartments and vacation rentals in these countries for Rated Apartments
Translation of all German & English communication, agreements and contracts
Testing applications functionality for tech team before implementation on live site
Solely created and successfully launched German website “www.ratedapartments.de”
Education
Master of Arts -
Sunrise University
Alwar, RJ
Bachelor of Arts -
University of Delhi
German Language Expert -
Goethe Institute
Associate of Science -
MGD School
Jaipur
Skills
Organization and Time Management
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Timeline
Manager, Technical Support
CareerBuilder.com India Pvt. Ltd
04.2019 - Current
EPG Scheduler | Red Bee Media Content Discovery
Ericsson Global India Pvt. Ltd
11.2017 - 03.2019
Social Media Specialist / Product, Evangelist
Knowlarity Communications Pvt. Ltd
07.2015 - 12.2016
Team Leader
InterGlobe Technologies Pvt. Ltd
04.2012 - 07.2013
Senior Product Manager
Rated Apartments Pvt. Ltd
06.2010 - 03.2012
Master of Arts -
Sunrise University
Bachelor of Arts -
University of Delhi
German Language Expert -
Goethe Institute
Associate of Science -
MGD School
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