Open to opportunities

Srikakulam Sowmya

@srikakulamsowmya

I manage social media customer support, community engagement, and escalations to protect brand reputation and improve customer experience.

India

Message

What I'm looking for

I'm looking for a customer-focused social media or customer operations role where I can manage digital engagement, resolve escalations, analyze customer feedback, and improve service quality in a fast-paced global environment.

I'm currently supporting Coinbase across social platforms, app stores, Reddit, and Trustpilot, monitoring customer conversations, digital sentiment, and critical issues that affect brand reputation.

Previously at DAZN, I handled customer queries across Facebook, Instagram, X, and mobile app stores, investigated cases through CRM tools, coordinated complex resolutions with cross-functional teams, and produced operational reports in Excel. At IDFC FIRST Bank, I resolved account, transaction, and payment enquiries while maintaining 90%+ quality scores and meeting SLA, KPI, and customer satisfaction targets.

I bring a customer-first, detail-oriented approach to social media operations, content moderation, community management, case documentation, and process improvement in fast-paced global environments.

Experience

Work history, roles, and key accomplishments

Current

Social Media Support Analyst

Current

Coinbase

Dec 2025 - Present (8 months)

Monitor and respond to customer interactions across multiple social media platforms while maintaining brand voice and customer satisfaction. Oversee community management across Facebook, Instagram, X, iOS App Store, and Google Play, and manage customer cases using Sprinklr, Salesforce, and Jira.

Social Media Monitoring Community Management Customer Engagement Sentiment Analysis Sprinklr Salesforce Jira SLA Management KPI Management Escalation Management Content Moderation

Social Media Support Agent

DAZN

May 2024 - Dec 2025 (1 year 7 months)

Managed customer queries across multiple digital channels while consistently meeting service level agreements. Investigated customer concerns using CRM platforms and coordinated with cross-functional teams to resolve complex issues.

Customer Support CRM Social Media Management Reporting SLA Management Cross Functional Collaboration

Customer Support Representative

IDFC FIRST Bank

Jun 2023 - Apr 2024 (10 months)

Provided customer support by resolving account, transaction, and payment-related inquiries while delivering a seamless customer experience. Investigated and resolved customer issues in compliance with banking policies and operational procedures.

Customer Support Banking Operations SLA Management KPI Management Escalation Management Documentation Process Improvement