Adil
ORM • Assistant Manager - Social Escalations • Shopify Sales (1+ Year) • Zoho CRM • Customer Experience & Conversion Optimization
- Role
- Online Reputation Manager at ixigo
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Adil
Experienced professional with 6+ years in CX, ORM, escalations, AI/BOT processes, reporting, and client communication. Skilled in root-cause analysis, NPS evaluation, team support, and customer engagement.I also have 1 year of international sales experience (EST shift) with hands-on Shopify operations and Zoho CRM, managing the full journey from draft to sale.Focused on delivering insights, improving processes, and driving strong customer outcomes.
Experience
Online Reputation Manager
Apr 2022 — Present · Gurugram, IN
Providing support to new hires and taking responsibility for escalation issues not handled by the L1/L2team- Within the provided turnaround time, respond to and resolve concerns- Social media dispute resolution for Twitter, Facebook, and other social networks- Client support via email, social media, twitter, Facebook, Linked in, and checking for any disputes if any- Ensure that cases are resolved by following up with internal or external vendors/Partners-In order to reduce the number of complaints, identify issues and bugs from complaints and fix them- A brief summary of each case is created and the root cause analysis is gathered.
Education
IHM Srinagar
BHM, Hospitality Administration/Management
2014 — 2017
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