Head of Digital
@ Zollofrance (zollo.fr)
Total years of experience :14 years, 9 Months
• Facilitated discussions, decision-making, and conflict resolution across all teams, ensuring seamless operations and project delivery.
• Increased e-commerce sales by 40% with minimal budget through innovative marketing strategies.
• Designed a comprehensive digital strategy combining owned, paid, social, and e-commerce channels, resulting in 60% engagement.
• Boosted productivity by over 30% by identifying complex impediments and assisting teams in delivering with commitment.
• Oversaw the company’s social media, responding to customer comments, questions, and feedback to enhance customer satisfaction.
• Delivered within budget forecasts by adopting cost-effective methods to boost online sales and achieve company sales targets.
• Wrote and edited digital marketing copy, and sent online promotions such as email newsletters, enhancing customer engagement.
• Ensured User stories were 100% ordered, defined, and ready for team execution, facilitating smooth workflow.
• Tracked, updated, and reported all Scrum activities, maintaining transparency and progress.
• Cleared and optimized backlogs, ensuring efficient project management.
• Ensured the team understood business goals, scope, and product domain, aligning efforts with company objectives.
• Evaluated and analyzed team risks, issues, and activity progress, providing strategic solutions.
• Met with senior management to discuss upcoming promotions and new products, aligning marketing efforts with business objectives.
• Involved in product designing and testing, ensuring high-quality deliverables.
• Developed the company’s online marketing strategy, driving brand growth and customer engagement.
• Planned future campaigns around significant dates or holidays, maximizing promotional impact.
• Managed the team by providing guidance, instruction, feedback, and performance reviews, fostering a high-performance culture
Facilitating discussion, decision making and conflicts resolution across all teams,
Identifying complex impediments and assisting the teams to deliver with a spirit of commitment,
Increased e-commerce sales by 40% with minimal budget,
Designed digital strategy combining owned, paid, social and e-commerce channels resulting in 60% engagement,
I have increased productivity by more than 30%,
Delivering within budget forecasts which includes adopting the most cost-effective way to boost online sales and accomplishing the companys online sales targets,
Writing, editing digital marketing copy and sending online promotions such as email newsletters,
Ensuring User stories were 100% ordered, defined and ready to be worked on by the team,
Ensuring all scrum activities were tracked, kept up-to-date and reported,
Clearing and Optimization of Backlogs,
Ensuring Business goals, scope and product domain are understood by the team,
Evaluating and analyzed teams risks, issue, and activity progress.
IT Management Analyst (e-Commerce Platform)
Service Management
• Responsible for service level adherence (SLA) of incidents and service requests concerning the company website and its performance
• Coordinate promptly with external vendor and infrastructure team for resolution of complex issues and minimise service impact
• Perform weekly ticket analysis for quality assurance, customer feedback and agestatus
• Perform Root Cause Analysis (RCA) of issues to help in investigations and corrective actions
• Design and provide weekly, monthly reports to my manager on service delivery KPIs
• Facilitate Incident & Service management trainings for new-hires
• Maintain a Knowledge Base (KB) of solutions and processes for troubleshooting issues
• Escalate sensitive and stalled issuesto the appropriate stakeholders
• Monitor the web monitoring tool to for Alerts and Threshold breaches
Web programming
• Responsible for company website management in terms of look & feel, and, performance
• Design marketing newsletters & articles for posting on social media
• Content Writing, Keyword generation, creating Backlinks for top rankings in Google searches (SEO)
Client Relationship
• Maintain a professional and cordial working relationship with clients (existing and potential), with provide periodic status updates and confidence building
• Interact with potential clients for B2B deals, and maintain an Excel-based client info database
Administration Tasks
• Participate in training and evaluation of new joiners in the company
• Prepare presentations, mailers and business proposals using Word and Powerpoint
• Manage a team of two admin assistants and coordinate their activities
Responsibilities:
• Responsible for the development of the Shopify website, liquid programming(themes) and corresponding apps (elilhaam.com).
• Experience in working with a made in themes and Storefront API and other web analysis tools.
• Experience with implementing/debugging 3rd party Shopify apps as well as creating custom solutions if necessary.
• Executed all digital marketing, google Ads, brand building, etc. (YouTube, SEM, SEO, Display Networks), and social media Ads.
• Design and provide weekly, monthly reports to management on digital marketing campaigns, and assess against goals (ROI and KPIs).
• Performs Audience Insights, Campaign Planners and Creative Hub technologies to deliver to the right networks.
• Planning and Execute Customs conversion goals.
• Creating the landing pages and optimize it to the user.
• Good Skills in Liquid, Rubiks and HTML to execute Email Marketing Campaign and API integration.
• Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels.
WEB DEVELOPMENT & SEO: WWW.ELILHAAM.COM WEBSITE
• Experience with Shopifys theming system and Liquid Templates.
• Responsible for company website maintenance in terms of look & feel, health and availability.
• Determined optimal business logic implementations, applying and designing best design patterns using Python.
• Developed Python based API (RESTful Web Service) for the companys website
• Developed and designed e-mail marketing campaigns using HTML and CSS.
• Designed newsletters & articles for posting on social media.
• Worked with and developed Shopify Website for the Clients.
ALTISOURCE PORTFOLIO SOLUTIONS PVT. LTD.
Bangalore, Other, India Aug 2011- Nov2012
Transaction Coordinator
Worked as a Transaction Coordinator, responsible for: • Managing and monitoring the transaction process through interfacing with Real Estate
Professionals, clients, escrow companies and property management companies.
• Maintaining escrow files and coordinating/processing all information and documents pertaining to the sale and escrow of each home.
• Performing accounting-related, administrative duties including: * Setting up home inspection appointments
* Assisting agents in communications
* Client Relationship Management (CRM) duties.
Responsibilities:
• Coordinated incident and service requests created to investigate and resolve failures & disruptions in real estate transactions between real estate buyers and sellers. The role involved active voice and e-mail coordination between the client, real estate agents and legal advisors in the US.
• Facilitated Incident and Problem Management Reviews between the business and IT suppliers to determine the root cause of outages and delays, and come up with corrective actions to avoid them in the future.
• Liaised with IT supplier and business users to ensure escalations were addressed and resolved within agreed service levels.
• Assisting juniors with communication skills and generate process improvement ideas.
Bangalore, India Dec 2010 - Jul 2011
Quality Analyst (Mortgage)
• Responsibilities include: • Distributing daily work to the team members
• Provide reports to the client on the daily orders received, completed & other activities
• Perform Quality Checks of completed orders and provide feedback to associates
• Perform analysis of complex requests using the Vision and eAbstract applications and provide the analyzed abstract to the client/customer
• Train new joiners on Title Point suite of applications, which is used for combining title,
tax and document image searching in a single web-based application
• Perform charting and documentation activities using MS Word, & MS Excel
• Take up initiatives and generate process improvement ideas
Responsibilities:
• Close to 2 years of experience in a US-based voice and non-voice Mortgage Service process, involving Searching, Analyzing, and producing Real Estate policy documents for Title Insurance procedures, in accordance with US-state specific regulations.
• Handling e-mail requests from Insurance & Title companies on status updates of property payments/taxes/escrow details.
• Follow-up on customer issues and escalations with periodic reporting& documentation.
• Perform Quality Checks of completed orders and provide feedback to associate teams.
• Developed performance metrics and reports for dashboards and balanced scorecards.
• Generated trend reporting and identified actions to improve service delivery.
FIDELITY NATIONAL FINANCIAL INSURANCE
Bangalore, India Oct 2009 - Nov 2010
SERVICE LINK ASSOCIATE (MORTGAGE)
18 months experience in Inbound, US non-voice Mortgage Service process, involving Searching,
Analyzing and Policy document production in the Service Link system for Title Insurance
procedures.
Principal Responsibilities: • Handling inbound requests from mortgage borrowers and insurance & title companies on status
updates on payments/taxes/escrow details
• Assisting with dispatching year-end mortgage statements to end users and follow up with the internal department for generating the same.
• Ability to do research on payment delays and taxes incurred in loan accounts of the borrower, when requested by the borrower about the same
• Follow up on the tasks raised for resolution of customer issues with respect to the mortgage
payments and close the same by customer.
Service Link Activities: * Search orders are processed in accordance with US State-specific guidelines, Service Link and client requirements.
* Product knowledge on Full Title Search, Institutional Lender Search, Institutional Lender Search with easements and restrictions, Property Report Search, Deed Copy Search, Updates, Mortgage Recordings
Anna University, Tamil Nadu Tamil Nadu, India May 2005 - Jun 2009 Bachelor of Engineering (B.E), Electronics & Communication Engg. Skills/Languages Analytical & Computer Usage Skills: Applied E-Mail & Telephonic Communication: Applied