Content Compliance for Hotstar Specials (Hindi):1. Ensuring that all Hotstar Specials (Hindi) content adheres to regulatory and content compliance standards.2. Reviewing shows from the concept and scripting stages to ensure regulatory and content compliance.3. Conducting thorough reviews of rough cuts for final moderation to maintain compliance standards.4. Drafting show-specific network guidelines for production houses and executive producers to ensure adherence to compliance regulations.Social Media:Reviewing social media posts and promos for Hotstar Specials, Hindi General Entertainment Channels (GEC), and Hindi Movie channels.Complaint Responses:Drafting responses to complaints from the Broadcasting Content Complaints Council (BCCC) and the Ministry of Information and Broadcasting (MIB) related to content aired on television, ensuring timely and accurate communication.

At Walt Disney (Star India Pvt Ltd), I deploy tech tools to track and present the rising brand image crisis together with managing responses. I also rolled-out content publishing process and trained brands under Disney India; utilized tools like Sprinklr and social studio for content publishing and management.Apart from the aforestated I oversee crisis in terms of consumer discontent, negative feedbacks, copyright infringement, etc. Besides I came up with brand protection policies in the brand protection tools to protect brand’s reputation on social media.Key highlights:✔Employed SaaS tools for Disney India and its subdomain ✔Leverage the use of CRM tools that helped in enabling the brand to effectively manage business relationships with consumers & stakeholders✔Streamlined workflow and provided training to the brands ✔Uplift brand position and architecture with emphasis over brand safety against any infringement or negative involvement✔Used Saas tools for lowering major publishing risks; created an interface for content publishing for social media

As a Customer Experience Manager, I established and maintained relationships with key service providers and vendors, and customers.I maintained a Master Incident List and Master Requirement List (Client-wise) and followed up with all stakeholders for closure of the same. Moreover, I provided proactive and regular communication of changes to policies and procedures, project initiatives, and performance metrics. I focused on customer retention and satisfaction through the creation and management of deep and meaningful relationshipswith clients. Besides I complied with all risk and regulatory obligations; addressed issues and client complaints aiming customer satisfaction. I acted as the liaison for clients with all internal ATOS departments and ensured availability of resources to meet client's needs. Further, I alsoadhered to SLAs and tracked the deliverables to ensure quality and optimized the deliverables within budget and timeframe.

At ICICI Bank I handled CRM Operations wherein I managed grievances of customers and escalated them to senior management. I also orchestrated First Time Resolution (FTR) and Proactive Resolution Management (PRM) to ensure resolving problems in one go and avoid repetition of same issues.As Deputy Manager, I revamped communication deliverables of card operations; ensured organization wide adoption of introduced policies. I provided assistance for refund of credit cards; analyzed the root cause of increasing credit funds and suggested corrective measures.I reduced service rejection rate and drove strategies to reduce the scope of rework by implementing measures for process improvement. Also analysed monthly performance, and drafted reports to present it to senior management while recommending the changes in procedure. Conducted reviews periodically of all Assets & Card Operations teams with Retail Asset Operations National Head.

As a Research Analyst I procured survey data of newly launched products of major FMCG brands in Europe, Middle East and Asia. Rolled-out analysis for products and clients like Colgate, Hansaplast (Beiersdorf), Danone, Coca Cola, Philips, etc. Analyzed the data and suggested modifications in the product features for better customer satisfaction.