Headline

SME | Social Media Management, AI-Driven | Customer Service Specialist

About

Social Media Specialist with over 2 years of expertise in managing and enhancing customer relations across multiple prestigious brands, including Titan Eye+, Skinn by Titan, Helios, World of Titan, and IRTH by Titan. Skilled in developing and executing strategic social media campaigns, leveraging customer insights, and utilizing AI tools to optimize engagement and brand loyalty. I excel in creating tailored strategies that drive customer satisfaction and foster brand advocacy. Passionate about using social media to build meaningful connections and eager to take on new challenges in social media management.

Location

Bengaluru

Work experience

Senior Customer Service Associate at 24-7 Intouch, Sep 2025 - Apr 2026 · 8 mos, India, Acted as a subject matter expert within the team, assisting in onboarding and mentoring new hires and junior advisors to ensure process adherence and service quality. Facilitated knowledge-sharing sessions and provided regular feedback to help improve the performance of team members. Handled escalated and complex customer issues with professionalism, empathy, and swift resolution, ensuring high satisfaction and loyalty. Collaborated with cross-functional teams to streamline workflows, improve customer experience, and relay user feedback for product and policy improvements. Maintained deep knowledge of Airbnb policies, safety protocols, and platform updates to provide accurate and timely assistance to global users.

Senior Customer Service Advisor at Concentrix, Nov 2024 - Jun 2025 · 8 mos, Bangalore Urban, Karnataka, India, Acted as a subject matter expert within the team, assisting in onboarding and mentoring new hires and junior advisors to ensure process adherence and service quality. Facilitated knowledge-sharing sessions and provided regular feedback to help improve the performance of team members. Handled escalated and complex customer issues with professionalism, empathy, and swift resolution, ensuring high satisfaction and loyalty. Collaborated with cross-functional teams to streamline workflows, improve customer experience, and relay user feedback for product and policy improvements. Maintained deep knowledge of Airbnb policies, safety protocols, and platform updates to provide accurate and timely assistance to global users.

Social Media Specialist at Titan Company Limited, Jan 2022 - Aug 2024 · 2 yrs 8 mos, Bangalore Urban, Karnataka, India, Responsibilities: -Managed social media customer relations, utilising AI-driven tools to automate responses, categorise inquiries, and provide real-time customer support. -Analyze customer behaviour, predict trends, and optimize responses to common inquiries, reducing response time and improving customer experience. -Implemented AI solutions for proactive engagement, enabling automated personalized responses that increased customer retention and satisfaction. -Collaborated with cross-functional teams to ensure proper brand messaging and customer service goals. -Monitored and analyzed social media engagement, incorporating insights from AI analytics to refine strategies and content. Key Achievements: -Improved customer response efficiency through AI-powered automation and predictive analysis. -Enhanced customer satisfaction scores through the integration of AI for personalized interaction. -Successfully trained the customer service team on using AI tools to maintain consistent and effective social media communication.

Education

Bachelor of Engineering - BE, Automobile/Automotive Mechanics Technology/Technician, Acharya