Syed Almas

ORM Executive

Talent

Delhi, DelhiMember since July 24, 2026

Excellent communication and customer service skillsStrong problem solving and conflict resolution skillsAbility to work under pressure and manage multiple prioritiesAbility to adapt in dynamic environment

Hire this person

Send a job offer directly to this candidate

About

Managed and strengthened the company's online reputation by proactively handling customer inquiries, concerns, and reviews across multiple social media platforms, ensuring consistent brand representation and customer trust.

Experience

ORM Executive - Vertex Global Services

(2022-07 - 2023-08)

Delivered timely, professional, and customer-focused responses to comments, messages, and feedback, maintaining high engagement levels and fostering positive customer relationships.
Coordinated closely with cross-functional teams including Operations, Product, and Customer Support to investigate, resolve, and communicate solutions for customer issues with accuracy and efficiency.
Achieved and maintained a 90%+ resolution rate for escalated customer concerns within 24 hours, significantly improving customer satisfaction and service responsiveness.
Executed social media engagement and promotional initiatives that increased brand visibility, customer interaction, and overall online presence.
Monitored customer sentiment, analyzed recurring issues, and generated actionable insights that contributed to process improvements and enhanced overall customer experience.
Maintained detailed records of customer interactions and escalations to support reporting, service optimization, and continuous improvement initiatives.
Supported customer retention efforts by delivering consistent service quality and ensuring effective communication throughout the resolution process.

ORM EXECUTIVE - HEXAWARE TECHNOLOGIES

(2025-06 - 2025-10)

Delivered immediate, brand-aligned, and solution-oriented responses while maintaining a consistent brand voice and strengthening customer trust and engagement.

Identified, categorized, and prioritized customer mentions (positive, neutral, and negative) based on severity, sentiment, and client expectations to ensure timely and effective issue resolution.
Managed end-to-end escalations by coordinating with cross-functional teams, ensuring rapid investigation, communication, and closure of high-impact customer concerns.
Applied ORM strategies and reputation management techniques to proactively tackle customer issues, reduce negative sentiment, protect brand perception, and maintain a positive online presence.
Tracked early warning signals and supported real-time crisis identification, escalation management, and incident response processes to minimize reputational risks.
Conducted trend analysis and customer sentiment monitoring to identify recurring concerns, behavioral patterns, and opportunities for service and experience improvement.
Prepared and presented manual and platform-generated ORM reports (daily, weekly, and monthly), providing qualitative insights, performance analysis, and actionable recommendations.
Collaborated closely with internal stakeholders and client teams to deliver data-driven strategic recommendations that enhanced customer experience and strengthened overall brand performance.
Consistently achieved 100% SLA compliance by maintaining response quality, meeting turnaround timelines, and ensuring timely resolution across customer interactions.

Associate-operations ORM - AIONOS PVT. LTD.

(2026-01 - 2026-06)

Worked in the aviation industry with a reputed airline as an Online Reputation Management (ORM) Executive, successfully managing customer engagement and brand reputation in a fast-paced, high-volume, and dynamic environment.

Managed end-to-end social media escalations and delivered timely, professional, and brand-aligned responses across multiple digital platforms including X (Twitter), Instagram, Facebook, Quora, Google Reviews, Play Store, Snapchat, and other customer engagement channels.
Handled communications and escalations involving high-profile and priority customers with professionalism, discretion, and a customer-first approach to maintain trust and protect brand reputation.
Resolved customer concerns, service-related issues, and reputation-sensitive cases by coordinating with internal stakeholders and ensuring clear, accurate, and timely communication.
Managed critical and escalated cases requiring collaboration with legal teams and external agencies to provide compliant resolutions, maintain transparency, and ensure alignment with company policies and regulatory requirements.
Applied ORM strategies, sentiment analysis, and issue prioritization techniques to minimize reputational risks, improve customer perception, and strengthen overall brand presence.
Monitored customer conversations and emerging trends to identify early warning signals, support crisis management efforts, and drive continuous service improvement.
Maintained service excellence by ensuring SLA adherence, delivering effective issue resolution, and contributing to an enhanced customer experience across all digital touchpoints.