Customer Service Manager

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Archana Chettiar

EC-***/*** Aries Coop Housing Society Evershine city Avenue Sector 2

Gokhiware

Vasai East Thane 401208 **********@*****.*** 989-***-****

Objective: Professionally accomplished E-Business Manager with knowledge

of handling and executing e-commerce business. I am looking for an

opportunity to enhance my knowledge and skills with a company that provides

an engaging atmosphere.

Summary: Total experience of 11+ years with 5+ years in Online/E-commerce

Domain with knowledge of Consumer Electronics, Retail, Kids Toys, Beauty,

Skincare and Print Media. Possess excellent communications skills with

multi tasking abilities.

Work Experience

Started my own Business and also work as a freelance content writer April

2013 - till date

E-Business Manager at PrintBindaas Pvt Ltd March 2012 - April 2013

An online printing solution provider for B2C and B2B business consumers

Accomplished

* Design services successfully initiated and executed for business and

marketing collaterals.

* Gifting products introduced and marketed to business and direct

consumers.

* Worked with the team to increase the sales from 10 lakhs to 25 lakhs

during the year

* Successfully recruited and mentored a team of 3 executives.

* Evaluated and negotiated prices on courier services and logistics

Responsibilities

* Managed the development and execution of marketing initiatives

* Managed Key accounts and developed new business avenues as well

* Responsible for promoting products and services directly to on-line

customers

* Developed and managed design and marketing of new programs

* Identifying, managing and evaluating on-going web alliances and

partnership

* Responsible for contract negotiation and system integration

Freelance Project: Customer Support and Set-up of Operations for a start-up

company for beauty and skin care products June 2011 - January 2012

Accomplished

* Framed and set up processes rules for customer support, customer

retention, customer relationship management

* Successfully Setup Order and Delivery Management Process

* Managed the Product Catalogue along with uploads of various brands in

cosmetics and skincare

* Managed and maintained inventory of products

Manager E-commerce at The Bombay Swadeshi Stores Limited July 2010 - June

2011

A 106 year old retail company that sells traditional Indian products to

customers both in India and abroad

Accomplished

* Successfully initiated a makeover and development of the website

* Developed the concept and executed the same within three months

* Developed and successfully executed new processes for website

management, handling customer queries and catalogue management.

Responsibilities:

* Managed the development and execution of the website and marketing

strategies

* Promotions of products directly to on-line customers in India and

abroad

* Set up logistic partnership and negotiated rates.

* Web alliances and partnership with other companies like Clear trip etc

and websites like compare the Bazaar, I-mint, gift social, gift cards

India, Infibeam, Taj online, and Indiatimes.

* Responsible for contract negotiation and system integration

* Responsible for customer support, customer retention, customer

relationship management, customer engagement and customer acquisition

Manager E-commerce & Corporate at Mitashi Edutainment Pvt Ltd April 2008 -

May 2010

Company in Consumer Electronics and Educational Kids Toys for the last 20

years and a major brand in the TV video game industry

Accomplished

* Increased Sales turnover to 6cr in 08-09 from 3.5cr in 07-08

* Revamped and executed a new website for Mitashi

* Contributed to the Company turnover by at least 15% percent for the

year 08-09

* Recruited and developed a team of highly motivated individuals with

skills to oversee every aspect of E-business

Responsibilities:

* Mentoring and handling a team of 7 executives

* Designing and implementing website marketing plans and strategies

* Managing the development and execution of marketing strategies

* Identifying, managing and evaluating on-going web alliances and

partnership that included corporate like Bharti Airtel, Sun Pharma,

Glenmark, HLL, Mahindra & Mahindra, Wallace Pharma, JB Chemicals,

Ranbaxy

* Promoting products and services directly to on-line and offline

customers

* Developed, managed marketing of new programs

* Responsible for contract negotiation and system integration

* Responsible for customer support, customer retention, customer

relationship

Business Development Manager at Sadhrta Retail Pvt Ltd a February 2007 -

March 2008 (An IT company setting up a new shopping website for all

products from A-Z

Accomplished:

* Successfully promoted the website in Malhar 07 and IEEE 07

* Managed a portfolio of 17 Vendors within three months

* Initiated and partnered with Madura Garments, Bajaj Electronics etc

for their product catalogue to be showcased on the upcoming website.

Responsible:

* Handled a team of 3 Business development executives

* Development of vendor management systems the shopping website

* Handle customer acquisitions for the e-retailing site.

* Responsible for contract negotiation and system integration

* Responsible for Customer support, customer retention, customer

relationship

Translator, moderator and Interpreter at Kissamago Professional Services

Marketing Research Agency September 2003 - January 2007

Accomplished

* Awarded the Best Performer for a research done on Financial Metrics

* Worked with companies like HLL, AC Nielsen-ORG Marg, HRG, Path

Finder's, IMRB and Lintas

* Rendered correct concepts/meanings between source and target languages

conveying clarity, tone, and style from one language into another

* Provided strict renditions of the messages including every detail of

the conversation

* Interpreted during research and qualitative customer visits held

within Indian projects - Provided simultaneous translation of oral and

written information from Hindi and Marathi to English and Marathi and

Hindi from English, as needed.

* Moderated research groups for FMCG products and more.

* Provided professional translation services for project discourses and

interviews held for different focus groups for different consumer

segments.

Customer Service Associate at Zenta Technologies August 2002 - July 2003

* Adjudged the Star performer of the month for the highest collection

* Provided customer service and account management support services for

the security group of American Express Credit cards

* Handled incoming queries from customers

* Managed and resolved customer complaints regarding fraudulent service

charges on their card accounts

* Handled collection of amount accrued on customer credit card accounts

in the US.

* Handled upset and escalated calls.

* Maintained and updated outbound call reports.

Education

. Dual-MBA in E-commerce and Operations from Institute of Business and

Retail

Management (2012-2014)

. Masters in Commerce (M.com), specialization Marketing Management, from

Narsee Monjee College 2004

. Bachelors of Commerce (B.Com) Accounts, Exports and Industrial

Psychology from Narsee Monjee College of Commerce and Economics 2001

. H SC from Narsee Monjee College of Commerce and Economics 1998

. High School SSC, English, PCM from St. Joseph's Convent High School

1996

Certifications: Advance Program in Social Media Marketing IAMAI & NIIT

Imperia October 2010

Interests

Reading, writing blogs, travelling, adding to my knowledge and new

technologies

Personal Details:

Date of Birth: 25-01-80

Family Background: Mother - Teacher Sisters- Both working

Archana Chettiar

Mumbai Date

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