Understanding the effectiveness of using tags in social media query management - a perspective from X Solutions Limited

Abstract

I have been preparing this report as part of my internship program which was the requirement of the university to complete my graduation and I included my whole work experience from the Query Management Team (Airtel) at X Solutions Limited. The main reason to prepare this internship report is to combine both the practical experience and theoretical learning, so I have prepared the report based on my experience, learning and tried to compile my journey of internship in this report. Mainly I performed the task of managing queries of customers made via Facebook which is a social media platform, worked for the brand Airtel Bangladesh specifically. The learning I got, managing issues of basic quality management, employee performance evaluation, and development sessions.