ORM Executive - Vertex Global Services
(2022-07 - 2023-08)
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.
- 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.
