Shoaib Mulla
Navi Mumbai
Summary
Dynamic professional with a proven track record at FCBKINNECT in enhancing customer experience through strategic ORM and analytics. Excelled in problem-solving and adapting to new technologies, significantly improving brand engagement. Skilled in advanced Excel and fast learning, adept at driving process improvements and leveraging data for decision-making. Achieves beyond targets with a detail-oriented approach.
Overview
4
4
years of professional experience
Work History
Senior Executive- ORM & Analytics
FCBKINNECT
01.2024 - Current
- Oversee real-time brand interactions across digit platforms, ensuring prompt and effective responses.
- Utilize analytics tools to track customer sentiment, engagement patterns, and escalation trends.
- Develop data-driven insights to refine ORM strategies and enhance customer experience.
- Identify potential reputation risks and implement proactive mitigation measures.
- Drive process improvements by leveraging AI-driven sentiment analysis and response automation.
- Create detailed ORM reports with key metrics and actionable recommendations for leadership.
- Collaborate with marketing, customer service, and product teams to align ORM efforts with business goals.
- Benchmark brand performance against competitors and industry best practices to enhance digital engagement.
ORM Associate
Netscribes
08.2022 - 01.2024
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Monitor and respond to customer queries, complaints, and feedback across social media and online platforms.
- Engage with users professionally to maintain brand reputation and customer satisfaction.
- Escalate critical issues to the relevant internal teams for resolution.
- Track, analyze, and report ORM metrics, sentiment, and customer trends.
- Ensure timely and appropriate responses in line with brand guidelines and policies.
- Manage crisis situations by addressing negative sentiment and mitigating risks.
- Collaborate with internal teams to improve customer experience based on insights from online interactions.
- Identify and flag potential brand reputation risks, ensuring proactive issue resolution.
- Stay updated with industry trends, competitor activities, and best ORM practices to enhance brand engagement strategies.
Support Executive
Yes Bank
01.2022 - 06.2022
- Coordinated priority of support work based on client and business needs.
- Managed customer-facing FAQ and knowledgebase on media sources.
- Maintained composure when faced with difficult customer situations.
- Tracked inbound support tickets to provide clear resolutions to customers.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Created, prepared, and delivered reports to various departments.
Operations Executive
S Graphix
11.2020 - 10.2021
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective.
- Drove team engagement to achieve aggressive company targets.
- Assigned delegates to manage high volume of e-mails and call transfers.
- Defined strategic goals to drive resource allocation, capability requirements and budgeting activities.
- Oversaw projects to help goals, tasks and milestones align with organizational strategy.
Education
Bachelor in Management Studies - Marketing Management And Research
Sanpada College of Commerce And Technology
Navi Mumbai10-2020
Skills
- Soft Skills:
Fast Learner & Adaptable: Quickly grasp new technologies and processes
Problem-Solving: Analytical approach to resolving technical and operational challenges
Detail-Oriented: Strong focus on accuracy and efficiency in data handling
- Technical Skills:
Advanced Excel: Pivot Tables, VLOOKUP, Macros, Data Analysis, and Automation
Accounting & Finance: Tally ERP for bookkeeping, invoicing, and financial reporting
Graphic Design: CorelDRAW for creative design, branding, and marketing materials
- CRM & Customer Engagement Tools:
Sprinklr: Social media management, analytics, and campaign execution
Talisma CRM: Customer relationship management, email automation, and support
Languages
English
Timeline
Senior Executive- ORM & Analytics
FCBKINNECT
01.2024 - Current
ORM Associate
Netscribes
08.2022 - 01.2024
Support Executive
Yes Bank
01.2022 - 06.2022
Operations Executive
S Graphix
11.2020 - 10.2021
Bachelor in Management Studies - Marketing Management And Research
Sanpada College of Commerce And Technology
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