Ashutosh Kumar Email & Phone Number

India

• Built ORM setup for newly launched products. Oversaw the rebranding of a major consumer service provider.• Responsible for end-to-end delivery of ORM activities. Own all ORM metrics, resolutions, and consistent responses with the language of Care and Trust. Successful in making the most responsive brand on social media.• Successful automation of Facebook Messenger responses and agent handover for unresolved issues.• Escalation & Influencer Management - Setup the process for escalated issue resolution and escalations from the CEO pages/handles. Responsible for social media influencer management.• Social Media Listening & Analytics - Brand Harvesting, Sentiment and Competitor analysis.• Derive actionable consumer insights from monitored data. Categorize data; prepare and share KPI reports depicting an overview of the brands performance, feedback reports consisting of the existing/current pinpoints of the brand along with suggestions to address and eliminate those pinpoints successfully.• Developed crisis communication plans to respond effectively to reputation-threatening situations. • Implemented native surveys on Twitter & Facebook through an auto trigger link. Thereby, increased the survey count by 130% and improved the monthly NPS score by 56 points.• Built a checker policy and work very closely with Contact Centre operations and Quality functions to identify the failures in the systems on a regular basis. Reduced Contact Centre escalation by 30%.• Deep partnership with other departments such as Marketing, Branding, Sales, Legal and Product Development.• Designed scripts/response templates and created SOPs for standardizing the process and for improving efficiency. Brought down the brand response time from 12 minutes to 4 minutes. Built a robust quality audit process.• Hands on experience - Sprinklr, OneDirect, Simplify 360, Brandwatch, Crimson Hexagon etc.