Senior Operations Manager (Escalations & CRM)

KARAN KUMAR

EDUCATION

Senior Operations Manager

(Head Of Escalations)

+91-750******* ***********@*****.***

EXPERIENCE

Be Me 2024 – Present

Head of Operations

Lead critical operational functions to ensure customer satisfaction and optimize workflow efficiency.

A key focus has been on managing and resolving customer escalations, successfully reducing them by 38% through strategic initiatives and team leadership.

Responsible for the direct management of several key teams, including a 7-member CRM team, a 6-member packaging team, and a 3 member event team.

Management of packaging material vendors, ensuring a smooth and cost-effective supply chain.

Oversee offline marketing and warehouse management, to provide a comprehensive view of operations from inventory to customer delivery.

Planning and executing product shoots, contributing to the brand's marketing presence.

Managed scheduling, training and inventory control. Built strong operational teams to meet process and production demands.

Collaborated with team leaders on quality audits.

Purgatory777 Sept,2023 - March,2024

Business Manager

Developed and executed strategic influencer marketing campaigns aligned with brand objectives and target audience demographics.

Cultivated and maintained strong relationships with influencers and brand ambassadors to drive brand

awareness and engagement.

Developed engaging content strategies tailored to different social media platforms, utilizing a mix of visuals, videos, and copywriting to maximize audience engagement.

Utilized data analytics tools to track and analyze campaign performance metrics, optimize content strategies, and drive continuous improvement. (Also utilized data analytics tools to track and evaluate the performance of influencer campaigns, optimizing strategies based on key metrics such as engagement rate, reach, and ROI)

Fostered community engagement through active

participation, responding to comments and messages, and building a loyal follower base.

Identified and collaborated with influencers whose audience demographics align closely with the brand's target market, ensuring maximum impact and engagement.

Proper ideation for the creative full track on social media team timely posting of creative and running google Ads on them.

ABOUT ME

Highly motivated and results-oriented Operations and Escalation Management professional with a proven track record in optimizing processes, leading teams, and significantly reducing customer escalations. Adept at managing diverse operational functions including customer relationship management, packaging, vendor relations, events, and warehouse operations. Seeking to leverage extensive experience in a challenging leadership role.

Achievements

Successfully reduced customer escalations by 38% at Be Me.

Achievement letter from Epic Businesses for work on the D2C client, which included creating a sacrosanct email flow, FAQ, and dashboard.

Email flow increased brand awareness and drove sales with an open rate of 16.87% and a click-through rate of 1.36%.

FAQ automation: answered common customer questions about the product, reducing support tickets.

Increased the number of audience and spread out

information by promoting the seminar, cultural events and webinar through social media apps.

Epic Businesses Jaipur April,2023-Sept,2023

Project Manager

Conducted regular status meetings with internal teams and external partners to track progress against established milestones.

Analyzed data from various sources such as surveys, interviews, focus groups to inform decision-making related to projects.

Coordinated resources across multiple departments and teams as needed for successful completion of projects. Facilitated resolution of conflicts between team members when necessary.

Developed and maintained project plans, timelines, and budgets.

Drafted reports summarizing progress made on projects for review by the executive leadership team.

Advised other departments on best practices related to managing large-scale projects.

Managed multiple projects with competing deadlines simultaneously.

Certifications/Training

Hubspot Project Management Certification

Hubspot Social Media Marketing Certification

Life skill Training program of Barclays from Rubicon Google AI Certification

Central University of Rajasthan

Masters In Science (Digital Society) 2021-2023

College of Commerce, Science and Arts

Bachelor in Science (Physics Hons.) 2017-2020

SKILLS

Shopify

Looker Studio

Google Analytics

Email Automation: Omnisend

Google Data Studio

Basecamp/Odoo Project Management,

Google Suite (Gmail, Docs, Sheets, Slides)

Microsoft Office (Word, Excel, PowerPoint)

AWARDS

www.linkedin.com/in/karan-kumar-48a645147

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