Upasana Pal

Results-driven and adaptable professional with over 3.1 years of hands-on experience in Online Reputation Management (ORM), Customer Support, Academic Counselling and Sales. Demonstrated success in strengthening client relationships, managing digital brand presence, and implementing effective social media strategies to enhance brand perception. Skilled in handling customer escalations with empathy and precision, while leveraging tools like Meta Business Suite, LimeChat and KwikChat Chat to monitor, analyze, and improve online engagement and sentiment.

Sr. ORM Executive at Anveya Living Pvt. Ltd. (2024-02 – 2026-03)

Senior Online Reputation Management Executive managing brand presence and digital engagement

• Managed brand presence across major social platforms like FB, Instagram, Reddit, Quora, Youtube and application reviews
• Tracked and analyzed performance using Meta Business Suite
• Handled community engagement and improved sentiment metrics
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements
• Collaborated with cross-functional teams to align business objectives and initiatives
• Identify and neutralize viral negative content to prevent further spread, and protect brand reputation
• Engagement data is analyzed through Kwikchat Tool, allowing for detailed sentiment analysis to categorize audience interactions as positive, negative, or neutral

Academic Counselor at CollegeDekho (2022-12 – 2024-02)

Academic Counselor providing guidance to students on career planning and college selection

• Guided students through career planning and college selection process
• Assisted students with college applications to increase acceptance rates
• Advised on academic decisions and course selection for optimal educational outcomes

Intern at Tata Motors Pvt. Ltd. (2022-06 – 2022-12)

MBA Intern analyzing employee welfare facilities and workplace support systems

• Performed analysis of employee welfare facilities as part of MBA internship
• Analyzed workplace support systems, and recommended improvements
• Aligned health package recommendations with specific client needs to drive engagement
• Modified sales approaches using feedback from customers and colleagues to increase efficiency
• Provided outstanding service that strengthened client retention efforts

MBA – Integral University

B.Sc – C.S.J.M. University

Intermediate – Stepping Stones Intermediate School

High School – K.G.H.S. School