Prabhdeep Singh

Leading Teams in ORM, Social Listening, Customer Engagement & Experience, Brand Advocacy & Data-Driven Insights • • • Leading team of 12 managing ORM, listening, and advocacy Driving CX strategy and improving engagement & sentiment Building community and advocacy programs

Managed end-to-end social media CX across all major platforms Led team of up to 48 handling 2000+ interactions/month Improved FRT from 35 mins to 15 mins via SLA optimization Owned ORM, sentiment tracking & social listening (Salesforce, Brandwatch, etc.) Drove NPS improvement via insights and feedback analysis Handled escalations, crisis cases, and sensitive customer issues Built dashboards for SLA, FRT, TRT, and performance tracking Ensured KPI/SLA adherence and stakeholder reporting Mentored team, managed rosters, and improved productivity