Consultant
NA
Total years of experience :20 years, 5 Months
For my clients, I create online brands from the ground up, beginning with their concept. I collaborate with their strategic team to conduct a variety of assessments to understand the market niches and then work with the stakeholders to construct their business model.
To build the product, I then work on a variety of teams and their leads, including the product lead, UI/ UX team, front-end web development team, backend team, and anybody else in between to build the product and brand assets. Once ready, I proceed with the launch plan.
Here are a few of the startups I've recently built and launched in India with a new and unique value
proposition.
Startup 1: This project was in the Online Medical space with 5 different offerings.
Startup 2: This project was in the Smoke Cessation space.
Startup 3: This project was in the CPG / FMGC - Ready To eat, Frozen and dry food space
Post-launch, I work with the marketing operations and communication teams to grow and generate
revenue.
My role was to expand their presence and run daily operations. During my tenure with this company, I worked with multiple brands to assist them with their business challenges. For example, expansion, profitability, launch, rebranding, positioning and so on.
Developed strategies to help our clients overcome obstacles. For instance, we've run campaigns, worked on SEO, ran PPC campaigns, media buying, undertook rebranding of clients' assets including the website, and created various collaterals for our clients.
Achievements:
• An Airline Company - Ran a social media campaign to encourage Middle Eastern nationals to book short vacations. This resulted in meeting the target within a very short period.
• A Rent car Company - Ensured the brand was discoverable across all the search engines with targeted messaging and offers.
• A Law firm - Helped them to communicate its new brand positioning.
• An Interior design Company - Designed a brochure to communicate a new range of exclusive furniture.
Establish the Matrimonial brand in the Middle East and North Africa.
End-to-end responsibility for customer onboarding, daily operations, and weekly payment reconciliation with the accounts department.
Plan ROI-driven marketing and sales activities. Worked with internal (technical, product management team, finance, etc.) and external (local marketing team, BPO, etc.) teams to ensure the brand's growth.
During the monthly performance meeting, review and inform stakeholders on all business metrics.
Set up and ran a call centre to handle all inbound calls for customers with questions, concerns, and complaints, as well as outbound calls to convert leads into sales.
Mentored and established a high-performing operations culture.
Achievements:
Launched and grew the business at a 33% Avg growth rate YOY ( over a period of three years)
My responsibility was to oversee the regular operations of the frequent flyer programme for Sri Lankan Airlines. I had to make sure that the objectives of order fulfilment and customer service were met.
Daily operational activities included personnel management and dealing with escalations while adhering to all service standards.
This was under the same group of companies as iSmart Timex. My role was to manage the existing
Contact Centre operation and get new clients.
Achievements
• Successful in negotiating & closing a deal with a leading private hospital in Sri Lanka - (Hemas)
• Close deals with two prominent fashion retailers - Odel and Avirate.
• Responsible for winning the tender on executing FOSS (Free and open-source software) for the
My role was to ensure that performance targets were met across inbound, outbound and back-office services.
I directly led and managed an operations team of 500 employees; comprising Sr. Managers, Managers, Team Leaders and Customer care executives.
Conduct team annual operations evaluations, and align KRA with corporate objectives.
Make sure that the L&D and recruitment teams are appropriately led and that the necessary manpower is ready to join the operations as needed.
Developed a highly motivated workforce by aligning teams around metrics, objectives, and rewards.
During our monthly, quarterly, and annual management reviews, inform the internal and external stakeholders of our performance.
Achievements
• I met targets across all the businesses within the first three months of taking over the operations.
• To make our call centre one of the best in Sri Lanka, I closely worked with our support teams, including HR, IT, quality assurance, learning and development, WFM, my top line, and the client-side accounts managers.
My role was to overlook and facilitate a loyalty program for a client and to help them grow by building
loyalty programmes by studying possible customer drivers.
Achievement
• Our clients were successful in cross-selling their other products
• End users supported the brands initiative and spread positive word of mouth
Manage capacity in two areas - Technology and Infrastructure) for 5 global delivery centres (3 in India and 2 outside India)
Effective asset utilization and forecasting asset requirements
Achievements
• Managed this role by continuously improving the process and accomplished - Zero escalation from any Head of programs
Promoted to the manager and moved to another process outbound telemarketing program
My role was to lead a team of 50 agents with three team leaders and we achieved our sales targets every month
• Conduct regular business reviews with external clients to update them on operational and quality performance.
• Part of internal business reviews to update on our operational and quality levels against the Service Level Agreement (SLA) of our Clients.
• Facilitated the reward and recognition program to ensure the team were motivated.
My role was to take inbound calls.
Achievements
I met all operational targets and quality scores month on month consistently. I was awarded for consistently maintaining top-quality scores. This award was given to those who met consistently top-quality scores over a quarter. I was also assigned to mentor new hires before they started their new role.
My role was to take inbound calls. Achievements I met all operational targets and quality scores month on month consistently. I was awarded for consistently maintaining top quality scores. This award was given to those who met consistently top-quality scores over a quarter. I was also assigned to mentor new hires before they starting their new role.
Below are the modules covered in my diploma Digital Marketing Essential Digital Marketing Planning Marketing and Consumer Behaviour
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