Karishma Adlakha Email and Phone Number

- Leading Social Media Escalations Team responsible for handling Social media pre- vs. post booking queries and CEO-tagged escalations- Responsible for driving critical escalations to closure by approaching cross-functional teams such as Product, Tech, Business Development, etc- Managing rosters and shift coverages to ensure shrinkage in control- Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality.- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.- Trained new team members by relaying information on company procedures and requirements.- Built strong relationships with customers through positive attitude and attentive response.- Responsible for driving RBI, Legal & Nodal escalations to closures within TAT under compliance guidelines- Providing process improvement insights and inputs to the Contact center and Tech/Product team by analyzing customer VOCs- Driving CSAT and NPS through data analytics,- DSAT out callings, product enhancements, and tracking Detractors- Deep dive analysis on customer complaints and escalations on different platforms e.g. Twitter,LinkedIn, Facebook etc, and plans to reduce them- Creation of Training SOPs and process updates- Competitor benchmarking for top brands to improve overall social media experience for the customers- Root cause analysis of escalations and strategies to reduce them in the future- Data analytics to reduce Open escalations and techniques to arrest repeat and reopen by improving FCR- Call audits for call center associates and providing feedback and insights to them to reduce customers coming to Social media- Driving customer retention plans while solving their queries on Social media platforms

Working to improve customer experience. To identify, clarify and resolve issues from a grassroots level.

- Responsible for providing customer support through Social Media to travel customers for Flights, Buses and Train- Ensuring end-to-end resolution to the customer by improved FTR- Handling any escalations within the organization and especially the repeat escalations to ensure right resolution within organization guidelines- Solving any escalation with the purpose of understanding the root cause of the problem and knowledge sharing with the team on root cause and how to fix them to reduce future escalations- Providing insights and inputs to Social Media Manager to improve customer experience- Worked on DSAT out calling and Product teams to improve customer experience- Case studies on app and providing insights to product to improve the app through voice of customers- Received the Rising Star award within three months of joining the company.