At L'Oréal Paris (India), I manage customer interactions for premium beauty and personal care brands across digital channels. I handle queries, complaints, service requests, and complex escalations, using Sprinklr to manage conversations and monitor social media interactions.
I investigate customer concerns, identify recurring issues, and coordinate with internal teams to reach effective resolutions. I also monitor response quality, turnaround times, and SLA commitments, and contribute to process improvements and response standardisation.
Previously, as an ORM Executive at Pinstorm Technologies Pvt. Ltd., I managed online reputation management for multiple client brands. I monitored online conversations, ratings, and sentiment, and contributed to workflow standardisation and service-quality improvements.
