Sanath G S

Customer Relations and Operations professional with experience managing community engagement, Online Reputation Management (ORM), and New User Experience (NUX) functions. Skilled in leading cross-functional teams, handling high-impact escalations, and driving brand-safe, customer-centric resolutions. Adept at building engagement strategies, optimizing onboarding flows, and coordinating with internal teams to strengthen brand trust and improve customer experience.

Associate Customer Relations and Operations Manager - sugar.fit

(2026-04)

• Serving as Community Manager, handling escalations across platforms while developing and executing community engagement plans and strategies to strengthen brand presence and customer trust.
• Simultaneously leading two teams, ORM (Online Reputation Management) and NUX (New User Experience), managing day-to-day operations, team workflows, and performance across both functions.
• Overseeing ORM team operations including monitoring brand mentions, managing public-facing responses, and ensuring consistent, brand-safe resolutions across all channels.
• Acting as Relationship Manager, handling internal escalations and coordinating cross-functionally to ensure timely resolution and alignment across teams.
• Leading the NUX team to optimize new user onboarding flows, improve first-touch customer experience, and reduce early drop-off through proactive engagement and issue resolution.

ORM Specialist / Social Media - Customer Experience - Enser Communications (Bewakoof Client Process and Base)

(2025-05 - 2026-03)

• Managing social media and ORM escalations for Bewakoof across public and private platforms.
• Handling complex cases such as missing products, wrong deliveries, RTOs, refund disputes, product quality complaints, and Consumer Forum escalations.
• Working closely with warehouse, logistics, catalogue, tech, and MIS teams using OMS checks and CCTV verification to deliver timely, brand-safe resolutions.

Customer Experience (Email, Chat, Inbound Calls) - Enser Communications

(2024-10 - 2025-04)

• Handled customer interactions across email, chat, and inbound calls, resolving concerns related to orders, deliveries, refunds, cancellations, and payments.
• Ensured SLA adherence, accurate ticket documentation, and SOP compliance while coordinating with internal teams for timely resolution.

Diploma - Dialysis Therapy (2021 - 2024)