Vihan Sharma

Social Media Manager @IndiGo (InterGlobe Aviation Ltd)

Gurugram, IN

Develop, implement, and manage social media strategy for serviceable mentions.• Create strategy for Online Reputation Management.• Collaborate with Marketing, Sales, Customer Service, and Product Development teams.• Manage a team of social media agents, ensuring effective resolution of customer queries, reviews, engagement on brand posts• Conduct quality analysis of social media engagement, process and refine the processes.• Keep a vigil over social media platforms to identify a potential crisis situation and taking actions to neutralize or counter it.• Work on brand reputation management and improvement.• Set up ORM processes, leading to a reduction in escalations over time.• Conduct social media analysis, sentiment analysis, and peer sentiment analysis.• Oversee social media content and responses, optimizing user engagement.• Evaluate and onboard social media tools, monitoring and suggesting content optimization.• Hire, train, and provide feedback to team members.• Present industry peer analysis to relevant stakeholders.• Analyze issue drivers across social media and recommend corrective actions.• Identify fraud loops and information misuse on social media walls, raising alarms and implementing solutions.• Handle escalation reporting and prepared reports to manage response metrics and achieve SLAs.• Conduct R&D to identify loopholes and bugs, leading the team to work on fixes.• Audited Root Cause Analysis (RCA) and implemented process enhancements.

College of Aero. Engg. & Tech.

A.M.E., Aeronautical Engineering

Sikkim Manipal University - Distance Education

Bachelor of Business Administration - BBA, Business Administration, Management and Operations

Meerut Public School

12th, Science