Manager Digital Marketing

ANUP K V Cell# +91-973******* E-mail: ********@*****.*** or *************@*****.***

SKILLS SET

PROFILE SUMMARY

Operations Management

Team Management

Escalation Management

Customer Relationship Management

MIS Reporting

Vendor Management

Stakeholder Management

Process Management

Customer Service

Marketing management

• A competent professional with over 11+years of work experience in Operations Management, People management, Process Management, customer service and stake holder Management.

• Expertise in monitoring delivery of high-quality customer experience, elevating customer satisfaction while adhering to the SLAs & work processes and thus managing cost-effective project operations

• Adept in managing teams for running successful process operations and developing procedures& service standards for business excellence

• Demonstrated abilities in achieving KPI and service delivery of the project

• Skilled in managing & influencing larger teams including technical and non- technical resources both offsite & onsite

• Proficient in leading both contact center & overall back end operations, taking feedback of user experiences shared; identifying potential areas of improvement and implementing to improvise customer satisfaction matrices

• Motivated and self-directed professional that can operate within proper guidelines

• An effective communicator with good analytical, leadership, interpersonal, planning and problem solving skills.

• Committed to ensure the customer satisfaction is achieved without any compromise.

Worked as a business consultant for various MSME’s.

Lead generations * Digital marketing support and supervision * Tele-conversions of the leads

Marketing management * Counselling of the customers * P&L accountability * ROI

Customer service management * E2E operations management and Customer satisfaction. Career growth Path: Sr.Business Operations Manager < Contact Centre Manager < Market research analyst < Operations coordinator.

WORK EXPERIENCE

BUSINESS CONSULTANT MANAGER: - Jan’16 TO June’18 and Jan’19 TO Present MONSANTO HOLDINGS PVT.LTD._Sr. Manager Operations (Fasal/FF project):- Sep’14 TO Nov’15 INTUIT INC PVT. LTD. _ Operations Lead (Fasal project):- Feb’10 TO Sep’14 Role:

As Business Operations Manager

Undertook activities related to:

• Real time, daily market price collection of various commodities/crops across India through 60-80 FoS(Fleet On the Street) vendor partner teams onto platform with timely & accuracy.

• Escalation & risk mitigation on the day-to-day business operations and managed budget

Spearheaded 3 back-end operations team for the smoother operations

Coming up with innovative ideas and rapid experimentation of the various market price collection models that work out to meet operational efficiency and cost effective model for the organization.

Accountable for planning and organizing marketing events in the field with the help of partners

Ensuring that vendor SLA and deliverables were met; conduct weekly & quarterly reviews with the vendor partner teams and with the direct reporting employees.

As Contact Center Management

Encouraged agents and contact center staff with proper adequate training.

Carried out customer feedback surveys to improvise the service offerings

Guided Business Operations Team to investigate customer escalation & resolve issue with the agreed TAT

Accountable for transitioning contact center to a single location to centralize operations and saved cost

Assisted Sales Team with Call Center Team support to run promotional campaigns to the customers Highlights:

Merit of receiving Best Performer Award for June-Aug’13 quarter for effectively managing business operations of vendors with 0% customer escalation, timely & accurate delivery of information to the end users

Essayed a stellar role in saving:

• About ~ 1MN $ annually by innovating, experimenting & implementing new roaming data collection model from the mandies

• Cost of about ~ 0.5MN$ annually for transitioning the contact center to a centralized location.

Functioned as sole backbone of Sales & Marketing Team to achieve the revenue targets by converting just dial prospect leads into sales

Generated and submitted MIS reports with the APAC Head

Served as one point of contact for all the channel partners and ensuring the additional revenue generates even from distributors apart from direct sales.

Organized marketing events, delivered demos to the prospects, raised invoices through Microsoft ERP tool and arranged logistics

Highlights:

Played a key role in generating about USD 1MN sales through channel partners and just dial leads

Steered efforts in maintaining relationship with partners & internal team members to achieve best quality customer satisfaction

Role:

Accountable for converting the walk in prospects into customers in the Nokia mobile outlet and selling minimum of 12 Nokia handsets in a day.

Maintained a track of competitor sales in outlet and reported to Team Lead Highlights:

Efficiently sold 85% of Nokia phones to the walk in prospects into the outlet; about 16 handsets were sold per day against the set 12 target per day

Holds the distinction of receiving ‘Best Promoter’ Award with Silver Medal in Jan’08

B.Sc. (Physics, Chemistry, Mathematics) from Bangalore University in 2007 with 72% aggregate.

DOB- 17-06-1986 Marital status- Single/Unmarried. Languages- English, Hindi, Kannada, Telugu & Tamil. EDUCATION AND PERSONAL DETAILS Coming up

with innovative ideas and rapid experimentation of the various market price collection models that work out to meet operational efficiency and cost effective model for the organization PROTOCOL SOLUTIONS/POSIFLEX_ Sales Operations coordinator: - Apr’08 TO Apr’09 NOKIA_ SALES PROMOTER: - Aug’07 TO Mar’08

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