Manager Digital Marketing

Amit Thakur

House No.** B, Aman City, Kharar (Punjab)-India

Phone: +91-921*******, E-mail: **************@*****.*** Professional Overview

Presently working with Health Biotech Ltd. Chandigarh as a (Project Manager)

A competent professional with above 13 years of rich experience in Process Management, Operations Management, Customer Relationship Management & Team Management.

Deft in handling overall functioning of processes & implementing processes in line with the guidelines.

Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence. Areas of Expertise

Operations Management

Handling Outbound Promotional Campaigns & Inbound Operations.

Supervising the manual and dialling protocols.

Setting sales targets and making sure that sales required per day, week and month are met.

Making sure the centre is adhering to quality compliances and meeting the targets.

Achieving overall productivity and service level targets of the team.

Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency

Formulating and implementation of Periodic reports and suggestive analysis, inclusive of all dialler reports.

Providing Training to new Associates to handle calls.

Work closely with all support functions to maintain the consistency of the process.

Maintaining service level as per client requirements and make the roasting of the team accordingly.

Regular Client interaction for process related issues and growth.

Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions driving towards a high sense of satisfaction.

Preparing the internal and client related daily, weekly and monthly reports. Team Management

Managing manpower planning, recruitment, selection, induction, performance appraisal, training, etc.

Interacting with Agents & issue handling & coordinating with the Asset Manager for the department to ensure that systems are running as per the SLA.

Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & centre targets.

Quality Management

Working in close coordination in work groups for conducting process audits and detailing on quality requirements and finalizing the quality plan.

Maintaining quality standards by adherence to quality standards, norms & practices at suppliers end identifying gaps & taking corrective action.

Monitor calls on regular basis and providing feedback to the Associates based on Quality Audits and rendering suggestions for improvement.

Taking initiatives through various programs so that the team members adhere to all the policies and procedures

(TCOC etc).

Identifying the training requirements of each Team Member and arranging for the same. Organisational Experience

Since Sept 2017 till date with Health Biotech Ltd:

Working as project manager in Health Biotech Ltd (Product : Food Supplement)

Generate Sales through team from new as well as existing customers.

Define business objectives/goals and project timelines for the client delivery.

Work closely with Requirement lead to define the scope for the client delivery and communicate to the project team members.

Ensure the project remains on time and on budget and help motivate team members to hit their goals. Deliver presentations.

Monitor and control the project progress to ensure they are on track.

Work closely with cross functional teams such as BA, Development, QA and Deployment to deliver a quality product to the client.

Managing Digital Marketing, Freight, warehouse and Logistics (transport) of the process.

Other department specific duties as assigned.

Since June 08 to Sept 2017 with Tata Business Support Services:

Designing & deploying new processes, handling processes & ensuring smooth running of existing processes.

Shoulder responsibility for the performance and administration of the processes.

Ensure customer metrics are met/exceeded as per Service Level Agreements. Attainments till now:

As a Customer care Executive:

Won (You make the difference) award in Jan 2009 (From Tata Sky Client)

Won (Special Category) award in Feb 2009 (For receiving 6 appreciation calls on VIP escalation desk)

Won Star of the Month award in May 2009.

Won Star of the Month award in June 2009.

Won Star of the Month award in July 2009.

As a Team Leader:

Won 1st position in best Team Leader award in the month of April 2011.

Won 2nd position in best Team Leader award in the month of May 2011.

Won 2nd position in best Team Leader award in the month of July 2011.

Won 1st position in best Team Leader award in the month of April 2012.

Got lot of time best Team Leader award in the month of April 2012 to 2016. As a Manager:

Increased the revenue growth by 10% every year.

Academic Qualifications

10th from Punjab School Education Board.

12th in commerce from Punjab School Education Board.

Graduation in commerce from Punjab University.

MBA in Human Resource Management

Basic knowledge of computer including Ms-Word, Ms-Excel, Ms- PowerPoint & Internet. Personal Details

Date of Birth : 20th March 1984

Father’s Name : Mr. Rachhpal Singh

Nationality : Indian

Religion : Hindu

Gender : Male

Marital Status : Married

Date: Signature

Contact this candidate