Gourav P

Experience

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  IEnergizer

  Oct 2021 - Aug 2022

  Assistant Customer Service Operations

  •Providing timely resolution to customer queries via social media platforms, ensuring a positive brand image.•Upholding brand identity by ensuring uniformity in tone, voice, and terminology across all communication channels.•Handling management, grievance, CEO, and legal escalations with professionalism and efficiency.•Analyzing customer feedback and social media metrics to improve service strategies and customer engagement.•Training and mentoring new team members on best practices for customer interaction and brand representation.•Coordinating with product development teams to relay customer insights and contribute to product enhancements. Show less

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  Apollo 24|7

  Aug 2022 - Apr 2023

  Executive ORM

  •Assigned and coordinated daily tasks, maintaining a balanced workload among team members and facilitating smooth operations throughout the day.•Managed complex escalations, including those from the CEO, upper management, legal departments, and other critical areas, ensuring prompt and effective solutions to maintain organizational harmony and client satisfaction.•Trained new team members thoroughly, providing them with the necessary knowledge and skills to integrate seamlessly into the team, enhancing overall team performance and cohesion.•Owned and delivered end-to-end resolution for all handled cases, ensuring customer satisfaction and timely issue closure.•Coordinated with cross-functional teams including Product, Tech, and Operations for prompt follow-up and resolution.•Conducted thorough analysis of cases to identify root causes and implement corrective actions in processes, personnel, or product funnels to enhance user experience.•Provided clear and timely updates to customers on the status of their issues, ensuring they are informed throughout the resolution process.•Maintained accurate records of all cases and resolutions to track progress and identify areas for improvement.•Assisted in developing and implementing standard operating procedures to streamline case handling and improve efficiency.•Collaborated with team members to share knowledge and best practices, fostering a supportive and learning-focused environment.•Continuously sought feedback from customers to understand their needs and improve service delivery. Show less

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  Cheil India

  Jun 2023 - now

  Account Executive (Samsung Group)

  •Ensuring that all responses adhere to our standard operating procedures (SOP) with a focus on achieving optimal response rates for effective customer query and feedback handling.•Working proactively to identify and address negative posts or comments that could harm our brand image. This includes removing content related to criticism, sarcasm, competition mentions, or profanity, and escalating serious issues to the appropriate manager or Head of Department (HOD).•Systematically documenting risks, issues, and emerging queries from our online interactions to ensure early identification and prompt resolution of potential issues.•Moderating discussions and managing responses during live events to maintain our brand’s integrity, addressing participant interactions and concerns in real-time.•Promptly responding to contest winners and streamlining the process to enhance participant experience and engagement.•Establishing a consistent routine for ORM reporting, ensuring insightful analyses and reports are delivered to support our business objectives.•Actively monitoring and enhancing our online brand presence, fostering strong customer relationships through engagement.•Utilizing tools like Sprinklr to manage the brand's online reputation by promptly resolving queries and analyzing user data at scale.•Assisting and training team members to optimize performance and deliver exceptional results during critical situations, maintaining high-quality work while meeting turnaround time (TAT) requirements.•Preparing daily, weekly, and monthly reports on social response management, team performance, and work summary analysis.•Facilitating training sessions for new team members on processes and tools to ensure smooth onboarding.•Coordinating and moderating various Live Commerce Events on Fireworks, including seeding, FAQ creation, and end-to-end query management.•Developing launch product content and managing contests to drive engagement and brand awareness. Show less