PRIYANKA SHINGRE
Mumbai,MH
Summary
Adaptable and impact-driven social media and Customer Experience Specialist with nearly 4 years of experience in digital engagement, customer support, and product consultation in the wellness and direct-to-consumer (D2C) space. Demonstrated success in managing high-volume social media interactions, enhancing brand reputation, and delivering product education that leads to stronger customer retention. Proficient in online reputation management, campaign alignment, influencer coordination, and using analytics and AI tools to inform content and engagement strategies. Known for cross-functional collaboration, event coordination, and a user-first approach that supports business growth and customer loyalty.
Overview
4
4
years of professional experience
Work History
Sr. Associate, Customer Delight – Social Media
Zywie Ventures Pvt. Ltd. (OZiva)
06.2024 - Current
- Led social media engagement across Instagram, Facebook, Twitter (X), and YouTube, maintaining brand consistency and resolving queries through timely interactions.
- Monitored customer sentiment using social listening tools and aligned messaging to evolving audience expectations.
- Resolved customer issues via DMs, comments, and reviews on Amazon, Flipkart, and company website, contributing to an improved brand trust score.
- Supported influencer-driven campaigns and user-generated content initiatives to drive engagement and visibility.
- Tracked performance KPIs, such as response time, engagement rate, and sentiment trends, to optimize support workflows.
- Partnered with the marketing team to align social responses with campaign objectives and promotional calendars.
- Collaborated with creative teams to suggest engaging formats (Reels, Stories, Polls) based on user interaction trends.
- Documented FAQs and response templates to improve team productivity and response consistency.
- Conducted weekly audits of brand mentions and user feedback to identify opportunities for proactive engagement.
- Leveraged generative AI tools (e.g., ChatGPT, Canva AI) to draft customer responses, generate content prompts, and analyze FAQs.
- Assisted in planning and executing live digital wellness events and Q&A sessions, ensuring timely coordination with product and tech teams.
Associate, Customer Delight – Product Expert
Zywie Ventures Pvt. Ltd. (OZiva)
11.2021 - 05.2024
- Provided detailed, personalized consultations on nutrition and wellness products, aligning solutions with individual health needs.
- Maintained expert-level knowledge of product formulations, certifications, and usage instructions to ensure compliance and accuracy.
- Trained new joiners on product USPs, ingredient benefits, and customer support best practices, improving team onboarding efficiency.
- Collaborated with product and marketing teams by relaying customer feedback and highlighting trends in preferences and concerns.
- Contributed to a 20% increase in customer retention through empathetic, value-based conversations.
- Created customer support SOPs for product troubleshooting, improving first-contact resolution time.
- Managed escalations related to sensitive health concerns or misinformation, ensuring brand safety.
- Participated in product training videos and webinars to enhance awareness and engagement.
- Analyzed common support queries to suggest UX and packaging improvements to product teams.
- Assisted in coordinating webinars, expert panels, and product launch events, managing speaker queries and ensuring participant engagement.
Education
Diploma - Physical Fitness and Weight Management
Dr. B.M.N. College of Home Science
Mumbai, MH04-2017
B.Sc. - Food Science and Nutrition
SNDT Women’s University
Mumbai, MH04.2018
Skills
- Social Media Engagement
- Online Reputation Management
- Product Consultation
- Customer Experience (CX)
- Content & Campaign Collaboration
- Influencer Support
- CRM Understanding
- Marketplace Review Handling
- Event Coordination
- Social Listening & Analytics
- AI Tools (ChatGPT, Canva AI)
- Digital Communication
Project Involvement
- Played a key role in rolling out a festive campaign response workflow that reduced TAT during peak seasons.
- Contributed to the restructuring of response templates during influencer collaborations to better match campaign tone.
- Participated in internal pilot testing of a CRM migration and provided feedback on usability for social support teams.
Languages
English
Hindi
Marathi
Timeline
Sr. Associate, Customer Delight – Social Media
Zywie Ventures Pvt. Ltd. (OZiva)
06.2024 - Current
Associate, Customer Delight – Product Expert
Zywie Ventures Pvt. Ltd. (OZiva)
11.2021 - 05.2024
B.Sc. - Food Science and Nutrition
SNDT Women’s University
Diploma - Physical Fitness and Weight Management
Dr. B.M.N. College of Home Science
Similar Profiles
Prachi JainPrachi Jain
Customer Experience Team Lead at OZivaCustomer Experience Team Lead at OZiva
Bazila WagleBazila Wagle
Nutritionist at OZivaNutritionist at OZiva
RAJAT JAINRAJAT JAIN
Senior Manager Performance Marketing at OZivaSenior Manager Performance Marketing at OZiva
Dimple JaisinghDimple Jaisingh
Senior Associate at Tata Consultancy Services Pvt LtdSenior Associate at Tata Consultancy Services Pvt Ltd
JEYA SEKAR DHASNEVIS VINOTH JEYA SEKAR DHASNEVIS VINOTH null
Production Manager at FREELANCEProduction Manager at FREELANCE