SAIRAM SURESH ETTE
Mumbai
Summary
Responsible Online Reputation Management executive, passionate about delivering outstanding quality and service. Offering 7 years of experience in industry with history of recognition for performance.
Overview
8
8
years of professional experience
Work History
Sr. BRM Executive
Gozoop Online Private Limited
Mumbai
07.2025 - Current
- Managed Akasa Air's digital reputation, enhancing brand image across social media and review platforms through proactive monitoring of customer sentiment.
- Engaged with passengers across various channels, addressing feedback, queries, and complaints with timely, empathetic responses.
- Produced daily escalation reports, identifying key issues and ensuring quick resolution by routing them to the relevant teams.
- Supported real-time disruption management by providing operational updates during delays, ensuring accurate communication with internal teams.
- Contributed to monthly performance reports, analyzing customer feedback trends and service improvements for better operational insights.
- Coordinated with internal teams during crises to minimize passenger impact and ensure prompt issue resolution.
- Maintained strong client relationships by serving as a primary point of contact for flight-related services, ensuring satisfaction and trust.
Sr. Assistant, Digital Operations
Concentrix Services India Private Limited
Mumbai
08.2023 - 07.2025
- Overseeing response management across various social media platforms for a leading airline company, ensuring timely adherence to client-defined turnaround times.
- Crafting tailored responses for diverse scenarios, including inquiries, expressions of appreciation, and complaints.
- Swiftly identifying potential escalations or influencer-related issues, promptly notifying the client.
- Coordinating with internal and airport teams to address escalations on social media, facilitating customer service recovery efforts.
- Compiling and forwarding customer feedback, reviews, and escalations to relevant stakeholders via email for necessary action.
- Prioritizing cases for resolution by customer care or escalation teams.
- Providing guidance and mentorship to new team members.
- Organizing daily and weekly data of overall mentions received through Sentimental in Excel based on sentiment.
Sr. ORM Executive
Dentsu Creative
Mumbai
06.2020 - 08.2023
- Managed response management for major brands across all social media platforms.
- Preparing Daily, Weekly, Monthly, Quarterly, Yearly and other necessary Ad-hoc excel and presentation reports.
- Timely Co-ordination with the Client and highlight the potential escalations with Customer Service team.
- Ensure complaints/queries are highlighted to customer service team on mail.
- Tracking/Maintaining excel sheets.
- Managing the TAT for first level responses and bringing efficiencies in overall TAT responses.
- Mentored new employees.
Customer Service Executive
Indiabulls Housing Finance
Mumbai
11.2017 - 02.2020
- Took calls and interacted with customers related to their queries, providing resolutions, taking requests, and complaints.
- Handled grievance of customers through inbound calls and provided effective resolutions to the customers.
- Reverted to customers through e-mail or call with proper resolution with regards to queries, complaints, and requests, keeping follow-ups with the Specialist to provide resolution to the customer on a daily basis within the given TAT.
- Handled all customer queries and complaints raised on social platforms like Facebook, Instagram, Consumer Forums, and Twitter.
- Solved/answered prospect and customer issues, complaints, questions/queries in close coordination with the other departments.
- Provided resolution within the framed timelines.
Education
Post-Graduate Diploma - Marketing Management
Welingkar Education
Mumbai, MH01.2022
Bachelor of Management Studies -
LALA Lajpatrai College
Mumbai, MH01.2017
HSC -
A.E.S Jr.College
Mumbai, MH01.2014
SSC -
Holy Cross High School
Mumbai, MH01.2012
Skills
- Team Player
- Time Management
- Leadership
- Handling Pressure & Workload
- Client Communication
- Quality Check & Review
- Konnect Insights
- Simplify 360
- Gold CRM
- Skyspeed Reservation
- Navitaire
- Go-now
- One Direct
- MS-CIT
- Escalation handling
Hobbies and Interests
- Playing Cricket
- Watching Cricket, Football and Movies
- Listening to Music
Languages
- English
- Telugu
- Marathi
- Hindi
Timeline
Sr. BRM Executive
Gozoop Online Private Limited
07.2025 - Current
Sr. Assistant, Digital Operations
Concentrix Services India Private Limited
08.2023 - 07.2025
Sr. ORM Executive
Dentsu Creative
06.2020 - 08.2023
Customer Service Executive
Indiabulls Housing Finance
11.2017 - 02.2020
Post-Graduate Diploma - Marketing Management
Welingkar Education
Bachelor of Management Studies -
LALA Lajpatrai College
HSC -
A.E.S Jr.College
SSC -
Holy Cross High School
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