Headline

Team Lead @Razorpay | Social Media Ops & Escalation Management | Customer Experience Strategist | AI Mastermind (Outskill) | Ex-Flipkart

About

Experienced Social Media Team Lead at Razorpay, specializing in customer engagement, issue resolution, and brand reputation management. I focus on handling high-priority escalations, streamlining support processes, and driving customer experience excellence through social channels. Passionate about digital communication, crisis management, and cross-functional collaboration, I partner with internal teams to address merchant concerns, optimize support strategies, and strengthen trust between businesses and customers. With expertise in risk assessment, payment solutions, and customer advocacy, I ensure businesses receive timely, effective resolutions that protect brand reputation and enhance loyalty. Skilled in social listening, analytics, and stakeholder management, I thrive in fast-paced environments where proactive problem-solving and strategic decision-making are essential. 🚀 Recently upskilled as an AI Mastermind (Outskill), I bring cutting-edge expertise in AI tools, prompt engineering, automation, and workflow optimization. I leverage AI to enhance social media operations, improve decision-making, and unlock innovative approaches for customer engagement and support scalability. 📌 Explore my Digital Resume here: https://pro-web-profile.preview.emergentagent.com/

Location

Greater Bengaluru Area

Work experience

Team Lead - CS Ops at Razorpay, Jul 2024 - Present · 2 yrs 1 mo, Bengaluru, Karnataka, India

Social Media Team Lead at Flipkart, Apr 2024 - Jul 2024 · 4 mos, Bengaluru, Karnataka, India

Specialist at Flipkart, Sep 2017 - Jul 2024 · 6 yrs 11 mos

Senior Specialist at Flipkart, Mar 2021 - May 2024 · 3 yrs 3 mos

Education

Bachelor of Commerce - BCom, Business/Commerce, General, RJS Evening College