Shivani Diwedi

I’m a proactive, customer-focused social media specialist with a strong background in handling customer interactions, influencers, and vendors. In my recent role, I analyzed drivers’ issues and resolved them while also supporting app, payment, and account queries to keep customers moving forward.

As Social Media Coordinator (Social Pulse), I managed feedback, complaints, and reviews for the brand using Sprinklr—ensuring timely, accurate responses. I handled negative comments and reviews, managed crisis situations, and stayed on top of trending news, relevant hashtags, and collaboration opportunities to strengthen the brand’s image.

I also deliver official statements and create detailed, data-driven PowerPoint presentations summarizing performance metrics, team productivity, and customer feedback. Through analyzing user interactions, I worked with the client to develop AI chatbot responses by defining response logic and aligning outputs with business and user requirements.