•I am a professional customer relations and social media marketing officer, currently a member of a dynamic CX team to deliver exceptional service, drive customer satisfaction, and enhance brand loyalty.•Engaged with customers and responded to inquiries promptly via official Outlook emails, social media (Facebook and Instagram), live chat, and WhatsApp Business.•Manage social media calendars, scheduling, and daily posting.•Collaborate with the marketing and e-commerce departments to align social campaigns with brand objectives.•Managed online orders verification, confirmation, fulfillment, and dispatching daily.•Integrated advanced CX tools and technologies, including CRM systems, to streamline customer interactions and improve service quality.•Stay up to date with the latest trends, tools, and algorithms

•In that role, I Led and managed a customer service team at Limelight to develop a better customer experience.•Handling official Outlook Emails, Social media Facebook & Instagrarı (Inbox & comments) live chat & official WhatsApp Business.•Provide online resolution to all problems, manage and resolve customer complaints and offer solutions to all queries under the policies of the company.•Coordinating with all the courier services for urgent deliveries or complaints and analyzing courier performance every month.•Managing Replacement cases, Reverse Pickups. Returns, Vouchers & submitting requests for processing of partial and complete Refunds.•Making sure the orders are getting dispatched timely and managing the return ratio of ordersaccordingly. Regularly maintaining accurate records and establishing protocol to share records with upper management with managed data in excel.•Provide customer service to clients to ensure their satisfaction and trust and increase sales volume.•Strong hands on all logistic portals of TCS. Leopards, Call Courier. Swyft, MNP. Trax. DHL & Skynet Worldwide Express.