Culinary and Food
Badminton
Manisha Vartia
Digital Customer Support
Toronto,Ontario
Summary
Dynamic Social Media Specialist with proven success at Whizz, adept in CRM tools like Hubspot & Zendesk/Freshdesk. Enhanced customer retention through strategic engagement campaigns, achieving an 80% customer satisfaction score. Skilled in ticket lifecycle management and fostering collaboration across teams, driving efficiency and productivity in high-volume environments.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Social Media Specialist
Whizz
Gurugram, Haryana
06.2020 - 04.2022
- Handled customer inquiries via phone, email, chat and social media along with managing social media presence through monitoring of comments, reviews on Instagram while engaging with the audience and thus, collaborating with sales and support teams efficiently.
- Resolved an average of 350+ guest care tickets per week via email and social media platforms, maintaining efficiency and accuracy under high volume and ensuring prompt triaging.
- Achieved a customer satisfaction score (CSAT) of 80%, consistently meeting team benchmarks.
- Handled inquiries, complains, and service issues with a customer-first approach, resulting in improved customer retention.
- Maintained detailed records of interaction in CRM/ticketing platforms(e.g.zendesk,freshdesk,sprinklr).
- Provided regular ticket status reports to stakeholders and contributed to process documentation.
- Streamline ticket categorization process, improving routing accuracy and agent productivity.
- Designed loyalty-driven engagement campaigns that increased app usage frequency by 25%.
Education
Master of Science - Mathematics
Guru Nanak Dev University
India 07.2018 - 05.2020
Bachelor of Science - Science
Guru Nanak Dev University Amritsar, IN
India 07.2015 - 05.2018
Skills
- CRM(Hubspot) & Zendesk/Freshdesk
- Ticket Lifecycle Management
- Customer Segmentation & Retention
- Customer Engagement
- Vendor Management
- Microsoft Office
Interests
Timeline
Social Media Specialist
Whizz
06.2020 - 04.2022
Master of Science - Mathematics
Guru Nanak Dev University
07.2018 - 05.2020
Bachelor of Science - Science
Guru Nanak Dev University Amritsar, IN
07.2015 - 05.2018
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