Customer Care Manager

Resume

R. Narendran E-Mail:

******************@*****.***

Mobile : 994******* LinkedIn :

http://in.linkedin.com/in/nareninfo/

Summary:

. Eight plus years of working experience in Web based products & Digital

Marketing.

. Improved the Usability and Accessibility of the website.

. Handled Digital/Online/Social Media/Search Engine/Mobile/E-Mail &

Affiliate Marketing.

. Analyze competitive market strategies through analysis of related

products & services.

. Ability to co-ordinate and work with cross functional teams.

. Research and resolve design, navigation and functionality issues.

. To track the effects of changes made and further optimize and improve the

website.

. Implemented changes and achieved ranks for websites successfully.

. Preparation & maintenance of MIS Reports to meet the current business

requirements.

. Ability to work independently and willingness to take initiative and to

multitask.

Key Skills:

Portal Management / Product Development

Digital / Social Media / Mobile Marketing

Email Marketing, Affiliate Marketing

SEM / SEO / PPC

Data / Web Analytics

Market / Competitive Intelligence

Education:

Master of Business Administration (MBA) - 2010

Specialization: E-Business

Master of Science (MSc. IT) - 2007

Specialization: Information Technology

Bachelor of Arts - 2000

Major: Economics, Allied: Statistics

Certifications:

Google AdWords, Google Digital / Ecommerce & Mobile Analytics

certifications.

Computer Education:

NIIT (GNIIT) - 1999 - MS-Office (Excel, Word, Power Point & Access), C++,

UNIX, RDBMS, Sybase, Visual Basic, VC++, VJ++

SSI - 2000 - Web Programming (HTML, CSS, JavaScript), Java, Advanced Java,

Oracle / SQL

Professional Experience:

> BI / Product Manager (2010 to till date - Matrimony.com Limited, Chennai)

Roles & Responsibilities:

. Creating and managing online, mobile and social media campaigns targeting

various segments of audience to generate quality leads, drive traffic and

revenue.

. Tracking and analyzing effectiveness of online campaigns & campaign

landing Pages.

. Brainstorm, plan and execute SEO and Digital / Social Media marketing

campaigns.

. Managing social media accounts of the websites (Facebook / Twitter etc.).

. Identifying new affiliates and monitoring their activities to generate

quality leads.

. Understanding customer needs and consumer behavior through research &

feedback analysis.

. Conducting surveys among the users with regard to product & services to

improve the same.

. Analyzing product metrics regularly and use the learning for product

innovations and improvements.

. Monitoring and analyzing competitor's online marketing activities to

identify opportunities and threats within the market and to ensure that

we always maintain an edge over competitors.

. Innovating and delivering products that differentiate us from

competition. This will include new products as well as enhancements to

existing products.

> Assistant Manager, Product / Market Intelligence (2007 to 2010 - Consim

Info, Chennai)

Roles & Responsibilities:

. Perform periodic site audits to identify where the site needs

improvement.

. Pre & Post launch testing and resolve design, navigation and

functionality issues.

. Creating wire frames & prototypes as part of product specifications.

. Conducting regular competition analysis and recommending plan of action

to senior management.

. Monitoring key competitor sites, looking for changes and then documenting

with screenshots and other relevant data.

. Track and improve key product metrics and monitor those metrics.

. Working closely with Product, Online Marketing, Technical/Data-

Warehousing, Design, Content and Customer care teams to create synergies

leading to a high quality product.

. Preparing MIS reports to provide feedback to Senior Management on various

metrics.

> Product Executive (2006 to 2007 - Bharatmatrimony.com, Chennai)

Roles & Responsibilities:

. Generating new product ideas and enhancements to existing product and

features.

. Providing product related inputs to creative, marketing and customer care

teams.

. Identifying opportunities to increase revenues.

. Collate and analyze key daily/weekly/monthly data on various features

performance and report key findings.

> Senior Executive, Customer Care (2004 to 2006 - Bharatmatrimony.com,

Chennai)

Roles & Responsibilities:

. Handling customer queries related to website and its features through

Email, Chat and Phone.

. Resolving issues of the customers.

. Validating the details given by the registered members.

. Monitoring the activities of existing members.

. Identifying the scammers and blocking their accounts.

> Trainer & System Engineer (2001 to 2004 - SK Systems - Chennai)

Roles & Responsibilities:

. Teaching programming languages such as Core Java, Advanced Java, C++,

JavaScript, PHP, Perl and other web based programming languages and

Troubleshooting/Hardware system maintenance.

. Conducting theory as well as practical sessions as per the syllabus

. Completing the syllabus in accordance with institute's timetable

. Guiding students in practical and during project works.

. Evaluate and grade students' practical work.

Personal Details:

Name : R. Narendran

Father's Name : N. Raguraman

Date of Birth : 25-08-1978

Residing City : Chennai

Address : 160 / 6, Mangalam Colony,

Anna Nagar, Thirumangalam

Chennai - 600040

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