StudioX (WPP) - The Coca-Cola CompanySocial Listening & Advocacy Performance Measurement

• Consumer Insights: Uncover conversation volumes, consumer insights, category mapping, deciphering important and meaningful data that allows the business to make decisions based on the reports.• Managing a team & handling the various social media analytics & ORM requirements for clients across categories- Aviation, FMCG, Telecom, Automobile, Health & Personal Care.• Explored and used over 10+ listening, ORM and social Media tools –Sprinklr, Talkwalker, Unmetric, Social Bakers, Sysomos, Locobuzz, BrandWatch, OneDirect, Meltwater, Hootsuite, Tweetdeck, Fanpage, Google Analytics, etc.

• Customer Retention: Identified feedback patterns and generated actionable insights for defending market share through customer retention.• Online Reputation Custodian: Analyzed social media customer feedback to produce consumer behavior trends to enhance engagement opportunities.• Manage a team that focuses on delivering best-in-class online customer experience in aviation sector.• Stakeholder Management: Eliminate silos and take ownership of communication and resolution of escalations across all internal and external stakeholders.

• Driving social media insights and listening for client using social media tools• Escalation Management: Troubleshooting and handling high-profile escalation on social media through client engagement strategies.• Performance Monitoring: Managing team performance and ensuring customer engagements and standard operating procedures stay in line with the desired brand identity and online reputation.