AK
Ajay Kumar
Assistant Manager – ORM at Shiprocket
Work Experience
Shiprocket
Oct 2020 - Present -4 yrs, 10 months
India
- Job Details:Lead ORM operations; manage customer escalations and reviews across platforms; supervise a team; collaborate with cross-functional teams; generate sentiment analysis and VOC reports; coordinate with internal teams to address recurring issues; developed and standardized SOPs.
Bloggers’ Mind Digital Pvt. Ltd.
Oct 2017 - Apr 2020 -2 yrs, 6 months
India
- Job Details:Managed ORM and sentiment tracking for leading B2C brands; engaged with user-generated content; designed SOPs and reporting frameworks; oversaw influencer research.
Paytm
Aug 2016 - Sep 2017 -1 yr, 1 month
India
- Job Details:Handled real-time brand mentions and escalations; liaised with internal teams for timely resolutions.
Helpchat
Jul 2015 - May 2016 -10 months
India
- Job Details:Provided digital support via chat; managed incoming brand complaints and escalations; identified repeat complaint patterns.
Education
Bachelor's Degree in Computer Applications
Comm-IT Career Academy – GGSIPUJan 2012 - Jan 2015 - 3 yr
Skills
- Online Reputation Management (ORM)
- Social Listening & Sentiment Analysis
- Customer Escalation Management
- Review Platform Optimization
- Crisis & Risk Communication
- Root Cause Analysis (RCA)
- Influencer & Community Engagement
- Process Improvement & Team Leadership
- Communication
- Team Leadership
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Languages
English
BeginnerHindi
Beginner