Deputy Manager - Communications & Social Media
Reliance
Total years of experience :20 years, 7 Months
In my current role,
1) I ensure that communication is sent to Telecom customers as per the internal communication policy & also as per the guidelines set by Telecom Regulatory Authority of India (TRAI).
2) I also handle Outbound IVR campaign management & ensure that all Inquiries, requests & complaints posted on the organization’s Facebook page are replied to within the committed SLA.
3) I develop & maintain Intranet content for the products & services of the Reliance group. This includes content development & layout design, updation & management, version control, data archiving, periodic review of content, image management etc.
4) I am the single point of contact for various teams like Product, Quality, Process & Customer Service delivery teams.
5) I co-ordinate with clients & other internal functions for developing & integrating the Knowledge base to provide solutions that are closely aligned with the Client's objective & requirement.
6) Create awareness on new offers, new products & services roll out within the organization by sending e-mails & SMS at the time of rollout.
7) Ensure internal SLA's are met, quality check is conducted by following the Maker - Checker concept.
8) I ensure that all processes / new changes are documented to enable quick learning & faster turnaround time.
9) Generate performance reports for the team & guide team members who are lacking to meet the team's objectives.
10) Introduced 15 innovative enhancements which have enabled Customer Care touch points handle customers faster & more efficiently
Part of the Communications & Content team: Responsible for providing service related communications to all Enterprise customers through e-mail, SMS, Electronic Data mailers (EDM) etc
Ensure the communications talk about the service benefits to Enterprise customers and conform to brand guidelines.
Defined scope of work and on boarded three partner agencies: Design, Knowledge Management & Corporate Videos.
Manage the commercial billing & invoicing process for these agencies (PR, PO, Notes for approvals) and ensure all spends are within the Annual Operating Plan (AOP).
Work with agencies on a daily basis to convey the project briefs, clarify doubts, do a first-level check, ensure adherence to timelines with no compromise on quality. Created logo and Wall Branding designs for the Priority Support Center
Dissemination of service related communication & Customer Advisories through various mediums - EDM, SMS, IVR & Out-calling scripts.
Maintain & update information pertaining to Customer Service & Leadership Assurance pages on Tata Docomo website
Creation of corporate videos which touch upon Customer service themes and launch of our new Priority Support Center
Creation of standardised templates & formats for front-end teams that are in line with branding norms. These are used by teams which carry out service related activities (Bulk Verifications, Legal audit inspections etc)
Created an online repository of all service related communication sent to customers which is referred to by front end teams.
Keep the Customer Service & Operations (CSO) function top-of-mind by writing articles such as ‘Highlights of CSO Town Hall’ every quarter, ‘Launch of Priority Support Center’ etc. These are published in the Employee Communications newsletter which is viewed at a national level.
Manage internal communications when the single point of contact is not available. These communications include Product & process releases, organisational announcements, Customer First appreciations, Town-Hall invites etc.
Achievements:
Created a detailed application for the Confederation of Indian Industry (CII) Customer Obsession award. This aided us in winning the Active Customer Engagement (Service) award (Large Business organisations)
Was awarded the TTL-High Flier award four times for various accomplishments in Communication & Content.
Distinction