Amit Potdar

Experience

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  [24]7

  Feb 2012 - Jul 2013

  Technical Support Representative

  > Assisted Adobe customers globally with issues related to downloading, installation, and the initial launch of products.> Primarily provided support via chat, with additional assistance through calls and remote sharing.> Key performance indicators (KPIs) included average handling time (AHT) and customer satisfaction (CSAT).> Consistently met targets on a daily, weekly, and quarterly basis.> Recognized as the best newcomer for the Adobe process.

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  Concentrix Limited Company

  Oct 2014 - Mar 2016

  Technical Support Representative

  > Provided support to Apple customers for how-to and troubleshooting issues related to iPhone, iPad, iPod, and Mac devices.> Primarily, we assisted customers via calls, with remote sharing when necessary.> Successfully completed product training and developed technical support skills.> Key performance indicators (KPIs) included achieving average handling time (AHT), customer satisfaction (CSAT), and first contact resolution (FCR).> Recognized for delivering exceptional customer service. Show less

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  Dentsu Aegis Network

  Feb 2017 - Jul 2017

  Digital Marketing Intern

  > Understanding Client-Agency Relationships: Familiarity with Full Service Agencies, Creative Agencies, and the Processes of Creating and Decoding Creative and Media Briefs.> Consumer Digital Habits Analysis: Skilled in analyzing digital habits to create detailed digital personas.> Google AdWords Expertise: Proficient in keyword research (brand, generic, informational, intent-based) and campaign structure and management.> Social Media Strategy Development: Experienced in selecting the appropriate social media platforms (e.g., Facebook, Twitter, Instagram, YouTube) based on the target audience and the product/service being promoted.> Brand and Marketing Insights: Knowledgeable in understanding brand personality, target groups, influencer marketing, and online reputation management. Show less

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  Sprinklr

  Oct 2017 - May 2022

  Social Media Analyst

  > Collaborating with Enterprise-Level Brands: Worked with in-house digital marketing teams and agencies to manage global social media accounts, including moderation, triage, engagement, and reporting.> Social Listening Setup: Establish social listening around brands' products, services, or campaigns to derive actionable insights.> Sprinklr Tool Configuration: Configured the Sprinklr tool to align with brands' ongoing activities, including adding users, setting permissions, creating queues, macros, dashboards, listening topics, and managing workflows.> Social Care & Agent Auditing: Enhanced customer journeys and improved customer experiences through social care and agent auditing.> Digital Marketing Expertise: Maintained a holistic understanding of digital marketing and stayed current with industry trends.> Team Coordination & Relationship Building: Coordinated and built relationships with various teams, including marketing, operations, sales, and other stakeholders.> Online Reputation Management: Optimized the Online Reputation Management workflow for India's largest auto manufacturer.> Community Building Strategy: developed strategies for community building and moderated engagement in communities for large enterprises.> Client Activities Management: Managed a wide range of activities for clients, including advocacy programs, agency interactions, and business planning. Show less

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  YASH Technologies

  May 2022 - now

  Senior Consultant

  > As a full-time outsourced professional for a renowned global healthcare company, I am responsible for engaging with various stakeholders, including global communications, marketing, social moderators, and therapeutic area directors. > My role involves developing strategies for social media listening across multiple use cases, such as patient, healthcare professional, disease, product, and event monitoring, using tools like Sprinklr, "Audiense", Everyone Social, and Omnichannel tools. I help businesses derive key and actionable insights from these dashboards.> Additionally, I have served as an acting service delivery manager. My experience includes handling vendor calls, managing contracts, budgeting, and project management.> Developed and implemented comprehensive social listening strategies to monitor and analyze online conversations across various regions and digital channels.> Collaborated with cross-functional teams to integrate social listening insights into broader business strategies.> Presented findings to the senior leadership, contributing to strategic decision-making.> Led a team of Sprinklr implementation consultants, managed service consultants, and social media analysts to ensure the smooth execution of various social and digital activities for internal stakeholders. Show less