Lepakshi S kumar

CRM-focused operations professional with 4+ years of experience managing high-value client portfolios, optimising CRM workflows, and delivering measurable business outcomes. Holds an MSc in Marketing Analytics from the University of Stirling (UK) with hands-on expertise in Salesforce, HubSpot, SAP, Zendesk, Power BI, SQL, and Advanced Excel. Recently relocated to Bengaluru and actively targeting CRM Manager roles across SaaS, fintech, and consumer tech.

Brings strong analytical rigour, process compliance, and cross-functional leadership — backed by a 98% QA score, 30% client engagement uplift, and 40% direct sales growth across international roles.

Customer Service Consultant (Financial Operations) at First Source — Pastdue Credit Solutions Ltd (2025-06 – 2026-05)

Focus: CRM Operations · Account Lifecycle Management · SAP · Zendesk · QA & Compliance

• Maintained a 98% QA audit score across 500+ monthly account reviews — enforcing process compliance, documentation standards, and data integrity across all CRM records in SAP and Zendesk.
• Managed end-to-end lifecycle of 200+ client accounts — designed resolution workflows, tracked portfolio KPIs via Excel dashboards, and reduced escalation recurrence through structured root-cause analysis.
• Partnered with legal, collections, and operations teams to optimise CRM data flows, align reporting standards, and drive consistent team-wide KPI performance.

Customer Service Advisor – BA3 (Premier Client Advisor) at Barclays (2024-11 – 2025-06)

Focus: CRM Analytics · Client Portfolio Management · Power BI · SLA Monitoring · Cross-Sell Strategy

• Delivered 30% growth in high-value client engagement by executing structured CRM outreach campaigns, retention workflows, and data-driven cross-sell strategies personalised to individual portfolios.
• Designed Power BI and Advanced Excel dashboards to track CSAT, SLA adherence, and portfolio KPIs — providing senior stakeholders with actionable insights that reduced resolution timelines.
• Owned SLA compliance and first-contact resolution targets across a high-volume portfolio — proactively managing escalation queues and cross-functional coordination to maintain service standards.

Contact Centre Associate (Operations & Marketing) at Concentrix + Webhelp (2023-08 – 2024-08)

Focus: CRM Data Management · Pipeline Operations · Zendesk · Sales Analytics · Team Training

• Generated a 40% direct sales uplift through structured pipeline management, consultative engagement techniques, and disciplined objection handling across high-volume outbound campaigns.
• Owned CRM data integrity across Zendesk — logged, tracked, and reported daily individual and team sales metrics in Excel, enabling accurate performance reviews and trend identification.
• Trained and mentored new team members on CRM workflows, outreach best practices, and compliance standards — reducing ramp-up time and improving overall team output consistency.

Digital Marketing & SEO Intern at IIM Skills (2021-10 – 2022-12)

Focus: Digital Marketing · CRM Campaigns · Google Analytics (GA4) · Stakeholder Reporting

• Drove a 35% increase in organic traffic through keyword research, on-page SEO execution, competitor analysis, and content strategy — all tracked and reported via Google Analytics (GA4).
• Built weekly and monthly campaign performance reports for senior stakeholders, translating GA4 conversion and behaviour data into clear, actionable insights.
• Executed CRM-integrated email and social outreach campaigns to strengthen lead acquisition funnels and improve engagement rates across target audience segments.

Breakfast Chef (Hospitality Operations Coordinator) at Mercure Glasgow City Hotels (2024-09 – 2024-11)

Focus: High-Volume Operations · Process Compliance · Team Coordination

• Coordinated high-volume daily operations under strict time and quality standards — developed strong process discipline, team coordination, and pressure management skills in a fast-paced environment.

Commis Chef (Hospitality Service & Logistics Coordinator) at Idiot Bird Hospitality Ltd (2023-03 – 2023-07)

Focus: Workflow Adherence · Operational Coordination · Team Collaboration

• Supported multi-functional operations in a structured service environment — built foundational skills in workflow adherence, team collaboration, and operational efficiency under deadline pressure.

Freelance Designer & Client Marketing Manager at Self Practice (2021-01 – 2021-08)

Focus: Client Relationship Management · Digital Marketing · Lead Generation

• Executed interior and exterior design consulting projects for residential and small business clients, translating client requirements into aesthetic and functional execution plans.
• Managed independent branding and digital marketing outreach campaigns to acquire clients and drive local portfolio growth.

MSc in Marketing Analytics – University of Stirling (2023 – 2024)

BE in Civil Engineering – PES College of Engineering (2016 – 2020)

Master Course in Digital Marketing – IIM Skills