Sahil Bathija

Strategy Development:

• Develop and execute the social listening strategy aligned with organizational goals and marketing objectives.
• Identify key social media channels and platforms for monitoring based on audience demographics and industry trends.
• Collaborate with cross-functional teams to integrate social listening insights into broader marketing and communication strategies.

Tool Management and Expertise:

• Evaluate, select, and manage social media monitoring tools and platforms (e.g., Locobuzz, Talkwalker, Sprinklr) to ensure effective data collection and analysis.
• Stay updated with advancements in social listening technology and recommend enhancements or new tools to optimize performance.

Data Collection and Analysis:

• Monitor social media channels, news publications, blogs, and news sources to track brand mentions, sentiment, and emerging trends.
• Conduct in-depth analysis of social media data to extract actionable insights and present findings to stakeholders.
• Perform sentiment analysis and competition benchmarking to identify opportunities and mitigate risks.

Insights Reporting and Communication:

• Communicate insights effectively to relevant teams to support decision-making and top complaints on social media.
• Provide actionable recommendations based on data-driven insights to improve brand perception and customer engagement.

Crisis Management and Risk Mitigation:

• Monitor for potential crisis or reputational risks through social listening and promptly escalate issues as needed.
• Develop crisis response protocols and collaborate with crisis management teams to address issues effectively.

Stakeholder Engagement and Relationship Management:

• Build strong relationships with internal stakeholders, including executives, to understand their information needs and deliver insights that support their strategic priorities.
• Partner with external agencies as needed to enhance social listening capabilities and expand insights.

• Mentored new joiners, resulting in stronger staff development and increased productivity.
• Assisted team members with enhanced social media responses and email templates as per current market trends.
• Maintained MIS of voucher codes (confidential data) issued to customers as service gestures or compensation.
• Studied various reports to analyze team performance and conducted feedback sessions with the team to ensure better performance month on month.
• Expectation setting with team members to ensure achievement of all KPIs defined in customer service function.
• RBI/Governor/PMO/FM tagged escalation data submission to compliance (month on month).
• Analyzed Google Play store data with net-banking product owners for reviews with senior leadership of the bank.
• Created Standard Operating Procedure (SOP) for MD escalation team to ensure all the parameters are being followed as per defined KPIs.

• Managed MD/RBI/Social media influencer/Senior management tagged escalations received on the bank's social media handle.
• Collaboration with stakeholders for end-to-end case resolutions and to ensure SR closure within system defined TAT.
• Built partnerships with diverse internal teams to streamline processes.
• Prepared various escalation data and dashboards for weekly reviews with seniors.
• Initiated weekly huddles with every team member for aligning everyone with the agenda of customer delight.
• Identified loopholes and gathered feedback from the team and shared relevant information with stakeholders to implement changes and improvise customer experience journey.

• Extensive training for new hires to meet service levels.
  Responsible for interaction with new joiners for better understanding of customer queries and service quality purposes.
• Managed to achieve team cross-sell targets for various banking products such as General Insurance, Credit Card & Paperless Personal Loans.
• Handled level 1 escalations and coordinated with stakeholders for end- to-end case resolutions carrying customer first approach.
• Managed mobile app outbound team working on digital feedbacks given by clients on Google Play Store & App Store.
• Studied various data points and reports and shared feedback with team members to reduce average call time.
• Initiated daily huddles with new joiners to improve effectiveness.

• Learned and maintained in-depth understanding of banking products to offer knowledgeable and educated responses to customer queries over the phone.
• Consistently met the cross-sell targets, helped in generating CASA leads and booking fixed deposits over the phone.

• Managed company & individual accounts in Tally ERP 9 for IT purpose.
• Maintained income & expenses for multiple clients in MS excel.
• Follow-up with clients for tax payments.
• Assisted clients in generating E-Challan for tax payments.
• Filed IT Returns for Salaried professionals.