Ashish S.
Manager - Customer Service Orm Social Listening @Raymond Lifestyle Limited
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WORK HISTORY
Manager - Customer Service Orm Social Listening @Raymond Lifestyle Limited
Thane, IN
Leading the setup of the entire customer service function, including complaint management, social media engagement, and escalation processes. Developing and implementing customer service workflows, SOPs, and escalation matrices to ensure seamless operations. Deploying social media listening and CRM tools to enhance customer interactions and streamline response management. Establishing a TAT of 3 hours for first response and 9 hours for complaint resolution to improve service efficiency and customer satisfaction. Collaborating closely with sales, marketing, and product teams to align customer service strategies with business objectives. Setting up monitoring systems for NPS and CSAT scores, with plans to leverage insights for continuous improvement. Working on data-driven reporting and sentiment analysis to identify trends and enhance customer experience.
EDUCATION
Rajeev Gandhi Institute of Technology and Management
Bachelor's degree
ABOUT ASHISH S.
With over 12 years of experience in Social Listening, Online Reputation Management (ORM),…
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