Shashank Koundinya

Background

About Shashank Koundinya

I am a driven and results-oriented professional with extensive experience in Online Reputation Management and Customer Service. Currently, I am working as a Senior Executive in Online Reputation Management at Swiggy, a leading food ordering and delivery platform in India. In my role, I have successfully mentored and trained four teams to clear their certification, providing them with hands-on experience in the process. I have also delivered and maintained detailed reports of the training process data. With my effective communication skills, I have played a prominent role in altering training SOPs as per both company standards and trainees, achieving a smooth running of the process by win-win situation. I am currently leading and mentoring a team of 12 people in clearing their training. Additionally, I proactively attend all the queries, complaints, and requests across the company's social media platforms, including Twitter, Facebook, Google Play Store, iTunes, and LinkedIn. Working closely with the marketing team, I ensure a positive noise in social media to maintain a positive brand image. As an expert in communication, I effectively collaborate with various teams to drive customer satisfaction and maintain a positive brand image across all social media channels. My high level of individual discretion ensures customer satisfaction and business success. I accurately document all customer issues via emails and customer support tools and adhere to the process, following up timely. In my role, I also deliver social media monitoring and effectiveness reports to keep the customers and stakeholders informed about the status of the problem. Overall, I am a proactive, enthusiastic, and dedicated professional who thrives in a fast-paced and dynamic environment. With my exceptional communication and leadership skills, I am committed to driving customer satisfaction and maintaining a positive brand image across all social media channels.