Headline

Senior Customer Support & Online Reputation Specialist

About

With over four years of experience in customer service, I have excelled in my roles as a Senior Escalation Experience Associate and Trainer. In addition to delivering exceptional customer service, I conducted regular training sessions for new hires, ensuring their seamless integration into the team. Alongside training responsibilities, I effectively handled marketing-related tasks, including managing escalations, addressing reviews and direct messages, resolving website queries, and generating insightful survey reports. My comprehensive skill set, encompassing customer relations, training and development, and marketing support, has contributed to my success in delivering exceptional service and achieving organizational goals.

Location

New Delhi

Work experience

Senior Customer Support Representative at Cumin Co., Jul 2025 - Aug 2025 · 2 mos, Gurugram, Haryana, India, At Cumin Co., I managed pre- and post-purchase customer interactions, ensuring every customer had a smooth and positive experience. I independently built the customer support flow from scratch, creating organized processes and templates that improved communication efficiency. • Key Achievements & Responsibilities: - Delivered end-to-end customer support via WhatsApp, email, and social media, maintaining a helpful and empathetic tone. - Designed and implemented templates, FAQs, and response flows to streamline communication. - Collaborated with operations and logistics teams for quick and accurate resolutions. - Compiled and maintained outreach data sheets, sending personalized emails to potential B2B clients for corporate and gifting partnerships. - Researched industry events and exhibitions to explore brand participation opportunities.

Influencer Marketing Specialist at Earth Rhythm, Jul 2024 - Dec 2024 · 6 mos, Gurugram, Haryana, India, - Handled barter collaborations and coordinated with influencers for product promotions. - Managed and maintained collaboration tracking sheets to ensure smooth execution and follow-ups. - Provided customer support via email, WhatsApp, and Social Media, ensuring timely and professional responses. - Created templates and documentation sheets to organize communication and streamline workflow. - Collaborated with internal teams to enhance service quality and customer satisfaction.

Senior Customer Support & Online Reputation Specialist at NAT HABIT, Nov 2022 - Aug 2024 · 1 yr 10 mos, Gurugram, Haryana, India, - Delivered exceptional product consultation and order management support via WhatsApp, Email, and Shopify, enhancing customer experience and driving sales. - Managed daily operations including order handling, code generation for promotions, and responding to website queries. - Actively engaged with customers across social media, review sites, and forums, crafting brand-aligned responses through platforms like Freshdesk and Meta to maintain a positive online reputation. - Collaborated with internal teams to address negative feedback and implement crisis management strategies, providing insights to prevent and resolve reputation risks effectively.

Chat advisor at NAT HABIT, Sep 2021 - Nov 2022 · 1 yr 3 mos, Gurugram, Haryana, India

Travel Advisor at HappyEasyGo, Jun 2019 - Oct 2020 · 1 yr 5 mos

Customer Service Advisor at Coverfox Insurance, Sep 2018 - May 2019 · 9 mos, Gurugram, Haryana, India

Education

Bachelor of Arts - BA, Humanities, Delhi University

Humanities/Humanistic Studies, Navyug English Medium School - India