With over 5+ years of experience in Online Reputation Management and Social Listening, I have worked with brands such as Bajaj Finserv, HDFC Bank, Kia Motors, Suzuki Two Wheelers, BIBA, and Van Heusen. My experience includes building ORM processes from scratch, managing end-to-end social listening and reporting, and working extensively on tools like Sprinklr, Talkwalker, Meltwater, Konnect Insights, and Locobuzz. I have also been involved in mentoring teams, improving response quality and efficiency, and collaborating closely with stakeholders for campaign analysis and vendor management. I believe my experience aligns well with the requirements of this role, and I would welcome the opportunity to contribute to your team.

Hansie Fernandes

With over 5+ years of experience in Online Reputation Management and Social Listening, I have worked with brands such as Bajaj Finserv, HDFC Bank, Kia Motors, Suzuki Two Wheelers, BIBA, and Van Heusen. My experience includes building ORM processes from scratch, managing end-to-end social listening and reporting, and working extensively on tools like Sprinklr, Talkwalker, Meltwater, Konnect Insights, and Locobuzz. I have also been involved in mentoring teams, improving response quality and efficiency, and collaborating closely with stakeholders for campaign analysis and vendor management. I believe my experience aligns well with the requirements of this role, and I would welcome the opportunity to contribute to your team.

Available to hire

With over 5+ years of experience in Online Reputation Management and Social Listening, I have worked with brands such as Bajaj Finserv, HDFC Bank, Kia Motors, Suzuki Two Wheelers, BIBA, and Van Heusen. My experience includes building ORM processes from scratch, managing end-to-end social listening and reporting, and working extensively on tools like Sprinklr, Talkwalker, Meltwater, Konnect Insights, and Locobuzz.

I have also been involved in mentoring teams, improving response quality and efficiency, and collaborating closely with stakeholders for campaign analysis and vendor management.

I believe my experience aligns well with the requirements of this role, and I would welcome the opportunity to contribute to your team.

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Work Experience

Assistant Manager – ORM at Famous Innovation, Mumbai
January 1, 2025 - Present
Led ORM team with 98%+ SLA adherence; managed rostering and audits, reducing response inconsistencies. Monitored brand sentiment across social media, forums, and review platforms for 3+ major clients; designed escalation matrices for high-risk complaints. Cross-trained in Performance Marketing, supported campaign monitoring, audience targeting, keyword optimization, and performance analysis. Collaborated with social media, customer support, and marketing teams to ensure unified brand voice and consistent customer experience.
ORM Manager at Dentsu, Mumbai
May 1, 2024 - September 1, 2024
Oversaw daily ORM operations; developed structured response guidelines and escalation protocols, reducing negative feedback resolution time by 20%. Built client-facing performance dashboards tracking KPIs and response TAT; monitored brand mentions and sentiment in real time across social and review platforms. Planned and optimized team schedules to ensure full coverage and consistent quality during peak activity periods.
Assistant Manager – ORM & Insights at Netscribes Data & Insights Pvt Ltd, Mumbai
September 1, 2023 - May 1, 2024
Identified workflow bottlenecks and drove process improvements, boosting team productivity by ~15%. Developed client-facing productivity dashboards and presented key operational metrics to internal teams and clients. Managed audit rostering and handled critical escalations, following crisis management protocols to protect brand reputation.
Sr. Executive – Quality Control at Mirum (Social Wavelength), Mumbai
February 1, 2023 - September 1, 2023
Monitored agent performance daily and delivered structured feedback, driving measurable improvements in quality scores. Analyzed rolling 3-month Quality Scores and implemented corrective training; conducted calibration and dip-check sessions to ensure team alignment. Handled client escalations and proposed process improvements that reduced repeat escalations.
Sr. Executive – ORM at Mirum (Social Wavelength), Mumbai
October 1, 2020 - January 1, 2023
Managed ORM for Bajaj Finance across Facebook, Twitter, LinkedIn & Instagram — handling 100+ customer queries daily. Monitored Play Store & App Store reviews; created customer sentiment reports shared directly with client leadership. Developed response templates for unique and edge-case scenarios, reducing average handle time by 15%.

Education

Add your educational history here.

Qualifications

Graduation
January 11, 2030 - January 1, 2018
H.S.C
January 11, 2030 - January 1, 2014
S.S.C
January 11, 2030 - January 1, 2012
Train the Trainer - LinkedIn Learning
January 11, 2030 - July 7, 2026
Power BI Essential Training - LinkedIn Learning
January 11, 2030 - July 7, 2026
Digital Marketing Course - Udemy
January 11, 2030 - July 7, 2026

Industry Experience

Media & Entertainment, Professional Services, Software & Internet

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