Assistant Operations Manager - HYPD Marketing Technologies Private Limited - New Delhi, India
(2024-03)
- Manage end-to-end operations for multiple brands, ensuring smooth order processing and fulfillment.
- Act as the primary point of contact for partner brands, handling queries and resolving escalations.
- Coordinate with Product, Tech, Sales, and Support teams to streamline cross-functional workflows.
- Monitor operational metrics and implement process improvements to drive efficiency.
- Ensure quality control (QA/QC) and adherence to standard operating procedures (SOPs).
- Manage product cataloguing and listing accuracy across multiple brand storefronts, ensuring correct pricing, descriptions, and inventory data.
- Coordinate OMS integrations (Shopify, EasyEcom, Unicommerce) with brand and tech team, ensuring seamless order, inventory, and catalogue synchronization while troubleshooting issues to minimize downtime.
- Support onboarding and system integration of new brands onto internal operations platforms.
- Maintain reports and dashboards to track orders, catalogue health, and drive continuous improvement.
- Design and maintain a comprehensive training module covering CLT and brand operations processes, enabling any employee to independently learn and understand HYPD's end-to-end systems and workflows.
- Create and maintain brand-specific SOPs to standardize the replacement process, ensuring consistency and a smooth experience across all partner brands.
Team Lead – CRM - HYPD Marketing Technologies Private Limited - New Delhi, India
(2023-10 - 2024-02)
- Led a team of CRM and customer success executives, overseeing daily task allocation, quality, and performance while assisting the CRM Manager with operational and administrative tasks.
- Tracked and improved team KPIs including response time, resolution time, and customer satisfaction (CSAT).
- Mentored and trained new joiners on CRM tools, processes, and escalation-handling protocols.
- Oversaw product cataloguing updates to ensure accurate, up-to-date customer-facing information.
- Handled complex, escalated customer and creator queries requiring cross-team coordination.
- Managed HYPD's online reputation by responding to customer comments and DMs across social media platforms, addressing queries and protecting brand image.
- Compiled team performance reports and shared actionable insights with senior leadership.
Senior Customer Success Executive - HYPD Marketing Technologies Private Limited - New Delhi, India
(2022-09 - 2023-09)
- Responded to customer and creator inquiries via email and chat, ensuring timely and professional communication.
- Understood customer and creator needs to provide accurate and effective issue resolution.
- Tracked, managed, and followed up on customer requests to ensure timely closure and satisfaction.
- Collaborated with cross-functional teams to resolve issues and improve support processes.
- Owned daily operations including returns, refunds, and escalated issue resolution for a portfolio of top-tier brands.
Operations Executive - Proximity Immigration Private Limited - New Delhi, India
(2021-11 - 2022-08)
- Assisted clients in understanding immigration processes, requirements, and timelines.
- Addressed and resolved client inquiries and concerns promptly and professionally.
- Coordinated with clients to collect, verify, and process required documentation.
- Collaborated closely with team members to ensure smooth operations of the immigration process.
- Monitored and managed application timelines to ensure prompt processing and delivery.
Marketing Research Associate - ACG Digital Marketing Private Limited - New Delhi, India
(2020-07 - 2021-10)
- Conducted market and audience research to build segmented target groups for direct outreach.
- Collected and analyzed customer insights using online sources such as blogs, forums, and articles.
- Coordinated with cross-functional marketing team members to align research insights and lead-generation efforts with campaign objectives.
- Executed email and webmail marketing campaigns, assisting outreach and lead-generation efforts.
