Akshay Singh

Experience

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  Swiggy

  Jul 2019 - Dec 2019

  Client Service Representative
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  BulbulTv (acquired by The Good Glamm Group)

  Jan 2020 - Jan 2021

  Senior Client Service Representative

  Provided customer support by addressing inquiries related to the app and product, ensuring timely resolutions.Managed customer satisfaction by diligently logging and tracking queries, and collaborating with engineers to effectively resolve complaints.Maintained efficient operations by coordinating with all company delivery partners.Demonstrated social media expertise by handling escalated app/product concerns raised on social media platforms.Contributed to revenue growth by collaborating with the data team to analyze customer logs for upselling opportunities.Led and empowered the team by creating work schedules (rosters) and monitoring their performance to identify areas for improvement.Utilized data analysis skills to develop reports on team attrition and shrinkage using pivot tables in Excel. Show less

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  Lenskart.com

  Feb 2021 - Jul 2023

  Social Media Analyst

  As a social media analyst, my primary responsibility was to handle all the posts that were being raised on social media platforms and work on them according to their nature.Effectively managed a high volume of tickets raised by customers wherein I addressed their complaints and provided speedy solutions as this is the highest escalation desk at Lenskart.Handling the complaints that were raised to the CEOs as well.Assigning the work among the team.Personally coordinating with every department and taking end follow-up for every escalation.Making detailed RCAs (Root cause analysis) for CEO escalations.Preparing the team’s weekly roster and sharing reports related to their KRAs.Maintaining an RCA tracker. Show less

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  Cog Culture

  Aug 2023 - Jun 2024

  Senior ORM

  Holding overall 3+ years of experience in ORM/CRMI am currently Managing ORM for all Social Media platforms.Managing social media accounts of the brands (DLF, Central Park, Digital Connexion, & and HYD Airport)Regularly monitored and tracked mentions, reviews, and comments about the company or brand across various online platforms and social media channels.Managed and maintained a positive presence on social media platforms, engaging with followers, and responding to customer inquiries or comments.Coordinated monthly performance reviews and recommendations.Daily, monthly, and quarterly analysis reports are shared with the senior management andthe client.Daily follow-ups with Campaigners on Live updates. I am managing/Replying to all review platforms. I am responding to Google reviews, Trustpilot, Glassdoors, Ambitious Box, and Mouth Shut. Answering Quora Questions & and representing the Brand.Searching & and creating leads on Social Media/Web portals.Monthly/quarterly/Yearly reports presentation.Monthly, quarterly, and annual social media reports with insights into top performing posts.Working on keywords and topics for worldwide mentions. YouTube, and LinkedIn posts monitoring and updating relevant details. (Single-Handed) Listening tools - Konnect Insights, Sprinkler, Freshdesk, Quick Metrix. Show less