Akansha A. Email and Phone Number

- Actively monitoring all social media handles and platforms manually as well as using social listening tools wherever required- Promptly flagging negative tweets, posts, videos, comments and put them on record- Effectively identifying and utilising social listening tools for response management- Sharing the brand posts, tweets, posts, comments on real-time basis with the respective managers- Preparing and sharing reports depicting an overview of the brands sentiment, reports quantifying the tonality towards the brand- Collecting, collating, identifying trends on social media and sharing insights through analysis of incoming audiences comments on a real time basis- Data analysis for preparing presentation and weekly/monthly reports

- Managing RMG process excellence team for better user experience (process improvement)- Continuous Process Automation to curb the number of agents in order to reduce the overall operational cost- Chatbot development and integration with CRM - Managing Social Media Escalation and ORM Team - Content development for customer interfaces like Application and Chat Bot Content- Impart Training to Vendor & In-house associates on Product & Issue Handling Process

- RMG Issue Handling SOP Development by reviewing the User Journey from the scratch - Continuous Process Automation to curb the number of agents in order to reduce the overall operational cost- Analysing process gaps and process improvement - Social Media, ORM & Chat Bot Content- Product & Process SOP and flow documentation

- Developed issue handling process & canned responses sent to customer queries for RMG processes- Lead social media content development team (blog articles, social media posts and quiz content)

- Lead team of quiz writers (research, train, proofread)- Process flow & social media content development

- Research, developed, & proofread creative social media content development (posts, website blogs & articles)- Imparted training to new writers on topic search and writing styles