Twarita Rahut

Experience

• 

  Adeeba E Services Pvt Ltd

  Jan 2016 - Mar 2017

  Senior Technical Support Executive

  Provide technical assistance to customers on their queries related to Windows machine - customer based in UK Troubleshoot issues related to their BT routers - UK clientsPrinter troubleshooting - inbound support for printers Cross selling- software or service (antivirus)Maintain strict AHT and call qualityMaintain high quality customer satisfaction scores Great customer handling and superior customer service experience

• 

  Adobe

  Jun 2017 - Mar 2019

  Social Media Consultant

  • Extensively worked on Adobe Stock social platform – monitored social media applications such as Twitter,• Facebook, and open forums.• Work extensively on Sprout Social and reporting.• Involve with engineering during product feature release to perform testing on the features and ensure that they meet the relevant requirement and operate as expected.• Gained a deep understanding of Adobe Stock.• KPI- Post calibration on forums (>75%), SLA on incoming message threads (10 minutes).• Work on internal presentations for management to define weekly customer feature enhancements and issues.• Extensively use social media reports to showcase how the organization is performing in terms of various social platforms and identify the key issues which may lead to crisis. • Weekly dashboard preparation to highlight top issues shared by clients.• Worked multiple teams reports & dashboards for understanding customer issues• Possess understanding knowledge of Adobe Illustrator and Photoshop to further assist Stock customer with queries related to images.• Use Zendesk for creating tickets and assigning it across to Support teams based on community queries. Show less

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  Sprinklr

  Apr 2019 - Aug 2021

  Social Media Strategist

  • Empowering Sprinklr enterprise customers to improve their customers' digital experiences.• Community management of Enterprise clients on social media channels- Twitter, Facebook, Forum. • Research about industry trends, data mining and best practices to prepare data requirement framework.• Work closely with the Product Team on social media management, requirements and develop social media deployment plans accordingly. • Social Media Community Management for clients on Sprinklr platform- client platform moderation. • KPI at Sprinklr- NPS/CHI (7), Upsell Lead qualified (3 respective quarter). Note- all the clients are US-based. • Manage posts through the editorial calendar, and respective approval processes, in order to maintain the governance on the posts. • Being a champion for the respective client. • Work on various metrics across social channels and create intuitive reports for the clients.• Conduct new hire training and also monitor their performance on the platform.• Work on JIRA for feature log requests and tracking.• Presentations for clients to define ROI, value achieved through Sprinklr digital experience platform. Show less

• 

  Tech Mahindra

  Aug 2021 - Sept 2024

  • Team Lead

    Aug 2021 - Sept 2024

  • Team Lead, Social Media at TechMahindra

    Aug 2021 - Sept 2024
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  PepsiCo

  Sept 2024 - now

  Global Insights Manager