-Effectively handling Social Media team for all 25 brands. Proven track record of strategic & tactical planning & execution. Built playbooks for consumer-facing social brands at diff stages of growth. Periodically checked consumer needs and problems and thus translating those to social media playbooks. -Led the team in process design and automation, improving efficiency and effectiveness.-Collaborated with cross-functional teams (Operations, Quality, Product, Tech) to standardize and stabilize processes, implement monitoring tools, set performance benchmarks, and drive new business initiatives.-Conducted market research, competitor analysis, and customer insights to optimize products and processes, identifying opportunities for customer journey reengineering.-Spearheaded projects focused on customer experience and automation, ensuring measurable business impact and continuous improvement.-Implemented process control and management systems, including mapping, design, documentation, and monitoring tools.-Managed project performance metrics, providing leadership with regular updates on project status.-Coordinated Change Management efforts and launched new customer journey flows for product rollouts.-Utilized structured problem-solving to address root causes and drive solutions.-Developed multiple guided workflows for PhonePe's Customer Support Bot and other automation platforms.-Managed CX readiness for new product launches, covering customer journey mapping, anomaly detection, FAQs, process design, BOT flows, CS tools, advisor training, and post-launch metric improvements.

Driving operational excellence and optimizing key processes to enhance customer satisfaction (C-SAT) across various groups. My core responsibilities include:Reducing TAT breaches by identifying bottlenecks and implementing long-term process improvements.Leading audits and deep-dive data analysis to improve service delivery and operational efficiency.Spearheading process improvement projects through data mining and analytics, ensuring impactful change and results.Optimizing workflows and driving automation to minimize inflow and boost team productivity.Facilitating stakeholder communication to ensure seamless cross-functional collaboration and swift resolution of challenges.Enhancing agent performance by analyzing errors and providing targeted coaching and feedback.Publishing WBR reports and supporting MBR reports, ensuring transparency and accountability across teams.Implementing new SOPs and documenting changes to ensure alignment with CX standards and continuous improvement.Conducting daily huddles and mini FGDs to stay updated on processes, address pain points, and drive innovation.With a focus on automation, efficiency, and team collaboration, I am committed to delivering exceptional customer experiences while driving continuous improvements within our processes

• Strategized and executed product training courses across India, enhancing customer engagement and product knowledge• Moderated webinars for India and APAC region, increasing brand visibility and industry presence• Designed surveys and created reports to measure event effectiveness, providing valuable insights for future marketing strategies

• Defined and documented data collection requirements for marketing analysis and research projects.• Identified focus groups and conducted on-stage events to gather data.• Managed a pool of data collection personnel and performed quality checks on collected data.• Coordinated with clients to gather requirements and provide information on services and methodologies.

With a solid background in marketing research and data collection, I specialize in defining and executing strategies to gather high-quality data for product marketing and research initiatives across Bangalore and Karnataka. My key strengths include:Designing data collection frameworks for accurate marketing analysis and research.Identifying target audiences and managing focus groups for effective data capture.Leading and coordinating on-stage events to engage participants and generate valuable insights.Overseeing data collection teams, providing training and conducting quality checks to ensure top-notch deliverables.Running surveys and questionnaires with selected audiences to gather actionable data.Collaborating with researchers to ensure data accuracy and align with project goals.Managing client relationships, ensuring seamless communication on requirements, services, and methodologies.Supporting business development through marketing collateral creation and contributing ideas for social media marketing.With a sharp focus on data quality and strategic marketing, I thrive on delivering insights that drive informed decisions and enhance campaign effectiveness.