Nitin kumar

Social Media Moderator

Positive Gems

Jun 2025 – Present

Transitioned from Customer Support into Marketing, owning social media moderation and brand voice; curated and scheduled content across platforms; monitored engagement metrics; managed DMs, comments, and escalations; collaborated on campaign rollouts and content strategy.

Customer Support Executive

Positive Gems

Jun 2025 (Transferred to Marketing)

Resolved inbound queries and escalations with a strong focus on first-contact resolution.

Digital Marketing Specialist (Google Ads)

Freelance

Mar 2020 – Nov 2024

Managed Google Ads campaigns end-to-end; conducted keyword research; built custom and lookalike audiences; applied geo and demographic targeting; developed A/B ad variations; improved Quality Scores; delivered monthly performance reports with KPI trends and strategic recommendations.

Quality Auditor & Trainer

OYO Rooms

Feb 2019 – Dec 2019

Audited service quality across properties; maintained brand standards; designed training programmes on upselling, product knowledge, and customer service etiquette.

Duty Officer

PVR Cinemas

Dec 2014 – Feb 2016

Led guest experience operations and resolved escalations; trained staff on SOPs and hospitality etiquette; oversaw audit compliance and inventory management; conducted structured SOP training; led monthly inventory assessments.

Guest Relation Executive

PVR Cinemas

Jul 2013 – Dec 2014

Orchestrated high-profile movie premiere events; maintained the premium Gold Class image; executed promotional campaigns; managed menu planning, food production, and quality assurance; prepared sales reports; assisted with budgeting, recruitment, and training.

Intern

Maruti Suzuki India Ltd

Jun–Aug 2017 · Gurugram

Intern

Radisson Blu Suites

Dec 2011–Apr 2012 · Gurugram