Shobha Kamala - Social Media Manager and customer support, Roguenews

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Work Background

RogueNewsDirector, Social Media & Customer support operations

Jul. 2020 - Dec. 2022New York, United StatesResponsibilities and Achievements: Roguenews NFT Marketplace Creation: •Defining project requirements: Clearly outline the requirements and goals of the NFT marketplace. Determine the features, functionality, and scope of the project. •Planning the development process: Create a development roadmap with milestones, timelines, and deliverables. Break down the project into manageable tasks and allocate resources accordingly. •Designing the architecture: Collaborating with my team to design the overall architecture of the NFT marketplace. Determine the database structure, APIs, user interface, and other technical components. •Developing the backend: Use .NET technologies such as ASP.NET or ASP.NET Core to build the server-side logic and API endpoints. Implement features such as user authentication, NFT creation, listing, trading, and transaction management. •Test and debug: Conducting thorough testing at each stage of development to identify and resolve any bugs or issues. Perform unit testing, integration testing, and user acceptance testing to ensure the marketplace functions are as expected. Responsibilities and Achievements: Social Media Management & WordPress •Created and established social media profiles for Roguenews.com ensuring consistent branding and an effective online presence. •Managing the social media platforms and customer support for Roguenews.com. •Developed and launched the Roguenews.com website, focusing on user-friendly design and functionality. •Implementing social media campaigns and content strategies to increase brand awareness, engagement, and website traffic. •Engaging with the online community, responding to inquiries, comments, and feedback promptly and professionally. •Monitoring and analyzing social media performance metrics to track the effectiveness of campaigns and make data-driven decisions for improvement.

UpworkCompliance Officer - Oodlebit

Nov. 2019 - Apr. 2020Vietnam•Managed all KYC (Know Your Customer) applications and handled general customer service queries related to compliance. •Single-handedly handled the entire KYC process for a period of 5 months, ensuring accuracy, timeliness, and adherence to regulatory requirements. •Conducted thorough reviews and verification of customer documentation to ensure compliance with internal policies and regulatory guidelines. •Implemented efficient processes and streamlined workflows to enhance the efficiency of the KYC process. •Collaborated with internal teams, including customer support and operations, to address customer queries and provide timely and accurate responses. •Maintained accurate records and documentation of KYC activities, ensuring compliance with data protection and privacy regulations. •Proactively identified and reported potential compliance issues or risks, assisting in the development of risk mitigation strategies.

SonetelAssociate Team Lead

Feb. 2017 - Jul. 2018Hyderabad Area, India•Managed the daily operations of the Consumer Customer Service Team, handling increasing complexity and business impact. •Participated in the hiring, training, and ongoing performance assessment of up to 12 Customer Service Representatives. •Managed and assigned team workflows, ensuring efficient handling of escalations and maintaining a high level of customer satisfaction. •Monitored the team's performance on a regular basis, assessing the skill sets of individual analysts to ensure they were adequately equipped to handle daily activities and achieve 100% resolution of customer queries. •Conducted monthly performance evaluations, monitored calls, and identified key drivers for improvement. •Assisted in the preparation and collation of departmental Management Information System (MIS) reports, including complaints, inquiries, and escalation reports. •Highlighted recurring trends and irregularities that had the potential to escalate into service, financial, or reputational risks. •Supported the takeover of 24/7 fraud monitoring activities, ensuring effective fraud prevention and detection measures were in place. •Conducted quality analysis for the team of Customer Support Representatives, providing feedback and coaching for improvement. •Oversaw and fostered compliance with policies, procedures, and best practices, ensuring adherence to regulatory requirements. •Led processes and workflow redesign initiatives, updating procedures to maximize efficiency and reduce costs. •Analyzed fraud trends and updated procedures to mitigate risks, staying proactive in fraud prevention efforts. •Worked closely with third-party partners to ensure uninterrupted service to customers.

LinkedInPremium product Specialist

Sep. 2013 - Sep. 2016Bengaluru Area, India•Provided global support to consumers, addressing inquiries and requests via email and phone. •Played a key role in identifying, analyzing, and troubleshooting issues in various environments, ensuring a high level of customer satisfaction (CSAT above 8.5 on average). •Escalated potential bugs to the appropriate departments for resolution. •Educated LinkedIn members on improving their professional network and maximizing their experience on the platform. •Upsold and supported premium members, assisting them with their membership benefits. •Engaged members and potential members, promoting LinkedIn as a valuable tool for professional networking. •Gathered member feedback and enhancement suggestions, sharing them with the product team for consideration. •Assisted with translations for global communications to cater to a diverse member base. •Mentored other team members on the functions and features of the LinkedIn site. •Reported any violations of the Privacy Policy, User Agreement, or Terms of Service to the Risk Operations team. •Troubleshot and escalated technical issues to the product support team as needed. •Established effective working relationships with various teams within the organization, including Product, Product Marketing, and Product Support, to facilitate smooth communication and provide feedback on process, policy, and product changes. Additional Responsibilities: •Tracked and created monthly statistics for the team, sharing them with the team manager. •Compiled and organized customer feedback, creating PowerPoint presentations for the entire consumer support team. These presentations were displayed on television screens in the support area to motivate the team.

HSBCFraud Analyst

Nov. 2012 - Mar. 2013Bangalore•Examined account patterns and trends to identify potential instances of fraud. •Sent and reviewed merchant support requests to aid in the investigation process. •Handled inbound and outbound calls with card members and merchants, effectively managing difficult situations and providing excellent customer service. •Developed proficiency in account security, chargebacks, merchant support, customer service, and fraudulent applications to contribute to the investigation process. •Consistently achieved 100% quality and demonstrated the highest productivity within the team. •Conducted thorough reviews of each transaction using multiple fraud detection systems and established procedures to identify suspected fraud or suspicious activity. •Analyzed both international and domestic credit card transactions. •Assisted customers by verifying and resolving potential fraud activity through inbound and outbound telephone calls.

HSBCTransition Trainer

Aug. 2011 - Mar. 2013Hyderabad•Traveled to Jersey, Channel Islands, UK, to complete the transition of the Investment Wealth Management (IWM) Switches & Surrenders queue to HSBC. •Trained the team, ensuring a successful transition within the given timelines. •Migrated two additional processes online from clients, training the entire team and establishing BAU operations.

HSBCProcess Trainer and Auditer

Feb. 2010 - Jul. 2011Hyderabad Area, India•Cross-train the entire team in 17 different queues and make the entire team as a back up for every emergency situation. •Audit teams work in all the queues and make sure that team continuously gives 100% quality to the business area. My team has stood out as the best team in Service Delivery.

HSBCProcess Specialist and Process Trainer

Feb. 2009 - Mar. 2012Hyderabad Area, India•Strive continuously to improve process by identifying the loop holes and give the best possible solutions to make process simple, fast and reliable to set a benchmark for Service Level Agreement. •Training team and working closely towards making the different processes BAU (Business as usual) successfully in the given timelines. •Manage a Generic Mail box where we receive the instructions from various sources to sell or switch the investment on behalf of client. •Continuously chasing product providers to check the deal placement and everything related to it throughout and make calls when required.

Wipro TechnologiesTechinical Support

Oct. 2007 - Apr. 2008HyderabadSupport the HP laptop users all over the US who had issues and tried to make their experience better. Remote Sessions for better experience. Scheduling calls for assistance. Generating reports for the team on daily basis.