Prajwal Shetty

• Social Media Escalations & Program managing Member Communications

• Proficiently managed and resolved escalated customer issues on Social Media platforms, demonstrating a high level of empathy and problem-solving ability to achieve customer satisfaction. • Developed and implemented social media customer support strategies to streamline response times, increased engagement, and manage customer expectations effectively. • Implemented quality assurance measures and created Customer Service SOP and Social Media SOP to ensure consistency in responses, adherence to brand guidelines, and continuous improvement in customer service delivery. • Utilized social media monitoring tools like Freshchat and Meta Business Suit to track brand mentions, identify trends, and proactively address customer concerns and feedback. • Led a team of 9 including chat, email and call process, providing coaching, and ongoing training to enhance their skills. • Generated performance reports and analysed data to measure the effectiveness of customer support initiatives and identify areas for improvement. • Successfully orchestrated the implementation and seamless integration of tools such as Freshdesk, FreshChat, and Ozonetel, transforming them from ground zero into fully operational CRM and ORM solutions.

• Have been a part of a pilot batch, which gave me an opportunity to gain knowledge in deep about how Social Media works and team management. • Developed an in-depth understanding of the company’s products and services, becoming the go-to source for questions and inquiries from internal and external stakeholders. • Developed and maintained relationships with internal and external stakeholders to ensure alignment and collaboration. • Have been a top performer for the entire time working here. • Have worked on two different ORM tools and also handled brand’s Social Media handles. • Worked on problem fixes for Zendesk which was on boarded as an ORM and CRM tool. • Have got multiple appreciations from customers on Twitter and LinkedIn. • Got a recommendation on LinkedIn from a happy customer and also a customer created a post on LinkedIn and Twitter. • Have noticed a major loophole in the privacy policy (regarding data deletion) and helped the team change it. • Helped in recovering money from multiple frauds (stopped a product from being delivered for a fraud order). • Was part of the Fraud Investigation Unit apart from BAU, which helped me gain immense knowledge on how fraud happens, how it is investigated, and how to come up with tech developments to avoid fraud. • Have been awarded as the best performer for OND.

• Have been awarded as the best performer since Jan’2022. • Have managed to main a quality avg. of 95% and above.

• I’m passionate to work with diligence. Willing to learn new skills by enjoying the process through learning, sharing, and implementing as a part of meeting the job requirements. • Have managed to get numerous appreciations on social media platforms from satisfied customers. • As a recognition of the work done, a story was posted 5 times about me on the official Flipkart stories page on Instagram. • Within a year of my journey in Flipkart, was selected as a trainer for a new batch and got them to clear the certification with 100% results. • Supervised a team as aux team-lead for the social media team for almost 4 months. • Facilitated regular team meetings to ensure alignment on objectives and strategies. • Have always maintained a very good relationship with all the stakeholders, my colleagues, and also the leads and managers. • Highest number of appreciations in the Social Media Team for the months of Oct, Nov, Dec -2019. • Highest rating in Social media Team consecutively for the months Jan, Feb, and Mar - 2021. • Highest resolution rate in Social Media Team for the months Jan, Feb, Mar, Apr - 2021. • Have worked on the reduction of the revenue leakage caused by overriding returns. • Have worked on terminal action process which would help the customer get a quick resolution.