Coordinating HR and social media initiatives Responsible for creating content for publishing on social media platformsFormulating social media calendar and SOP

Map out the community strategy based on the target audience and create a plan of action i.e., the community calendarAnalyse shared interests of the community and organisation with the help of dataEncourage engagement among community members through campaignsProactively monitor and address customer grievances, issues, and trends across various online platformsDevelop and implement effective campaigns to promote a positive online reputation.Collaborate and share knowledge to boost the effectiveness of marketing effortsEnsure compliance with applicable laws, regulations, and ethical guidelines in online reputation management practices, for eg: outline the code of conduct

Plan for and build an online B2B SaaS community for platform usersManage community communicationsEngage platform users in insightful conversations and look for ways to create useful and creative contentDomestic and International event coordinationRespond to and moderate queriesCoordinate with different teams, organise events and incite conversations to increase user interactionCollaboration with HR for key HR processes and responsibilities across the entire HR lifecycleUse research methods, including data collection, diagnosis, and analysis with attention to detail and accuracyCollaboration with CS for customer-related activities such as onboarding, engagement etc

Involved in the set up and implementation of communication campaigns to align with company objectives, for 10k+ community membersIdeated, launched and managed SOP for processes for the teamDeveloped bi-weekly communication/ content plans, devised and implemented B2C community communication initiatives.Created engaging content for campaignsAddressed queries from the community and channelised grievancesOrganized and participated in events to build the community and boost brand awarenessInvolved in managing expectations, building relationships with relevant stakeholders

Conducted teacher recruitment and trainingShortlisting, sharing feedback with candidatesPart of the Globalisation teacher-upskill project

• Proofreading, editing and writing personalised emails as part of a predictive hiring process. • Ensuring that quality is maintained, personalisation is realistic and practical as per the job role and candidate profile. • Taken up the initiative of maintaining the process update log - this involves following team discussions and documenting new processes. • Streamlining of information used by peers in a manner that up-to-date process data is available.

• Led driving the use of English among the teaching staff • Held brainstorming sessions with school heads and single-handedly created modules and conducted interactive sessions for teachers and students for 2 locations • Identified key improvement areas for Spoken English and devised tailor-made training sessions for the staff • Conducted specialised Spoken English classes for students from Nursery to 10th Std • Constantly involved in reworking modules with teaching staff and management to improve the speaking skills of the students

45-day project which involved designing comprehensive content for the customer-facing fraternity.

Managing stakeholder expectationsAttended client-led training in the UK and received certification for e-learning and self-learning training methodologies. Further trained batches in India in alignment with adult-learning principles.Setup Training Team along with colleagues at the new centre in Punjab, involved in centre go-live Took up the initiative of improving the compliance % for one of the business KRAs of monthly quizzes and successfully achieved high-end resultsSingle-handedly led entire client ID management for both Bangalore and Mumbai locations.Mentoring trainers through observations, and feedback discussions, attending client calibrations for the activity and helping trainers achieve required levels of developmentFormulated modules and executed various process changes, worked on PeopleSoft and LMS

Co-ordination with Operations to ensure that all new-hire batches go live as per schedulePlanning the shift timings and alignment of the batches to ensure effective cost-management in terms of transport etc.Involved in critical discussions with the client and constantly led both verbal/ non-verbal communication with client representativesPlayed key role in the launch of product/ applications by clients by designing training sessions and involved in providing feedback for progressDesigned and led several training sessions, product knowledge seminars, sales strategy and training. Trained batches in Mumbai and Bangalore for a Collections process and single-handedly supported them in their OJT (On Job Training). Achieved high-end results on the quality of calls takenMigrated back-to-back batches for process ramp-ups

Monitored the productivity and performance of agents and identified training requirementsObtained certification in grooming freshers into professionals with the required skill-set of an international calibre.

Query handling for Customer Services, Semi-technical, Back Office and Collections processesEscalation handling and reporting

Supported client-base Citibank, North AmericaAdministered financial solutions for customers and provided advise on various banking products

Handled and managed customer information for a UK based Utility Provider called United UtilitiesFaced customers and resolved various account-related queries and offered required solutionsRated as one of the best agents in training and production for providing high-quality customer-service

Accepted catalogue sales-orders from customers for FMCG products, for a voice-based project for a leading chain of departmental storesAchieved appreciation from clients and management for high numbers of upsellsWas further transferred to a pilot batch of another internal process and successfully met the client requirement in terms of volume and quality

Promoted distinguished products at trade shows and exhibitionsHandled face-to-face contacts with new and established customersEnhanced product-sale and contributed to brand awarenessCarried out varied promotional activities for a vast client-base such as Kwality Walls, Sunsilk, Intel Pentium, Compaq, etc.Activities include in-shop promotions, exhibitions, events, road-shows, contests etcManaged events at the Delhi branch and coordinated for promotions along with training promoters