Neha
Toronto,ON
Summary
Energetic Marketing Operations and Customer Service Executive with over 4 years of demonstrated ability in delivering mission-critical results. Offering outstanding communication and cross-cultural team management skills. Entrepreneurial attitude for optimal profitability with strong skills for developing and overseeing marketing campaigns.
Experienced in organizing advertisements, communication campaigns and promotional events as well as to conduct market research to evaluate trends for brand awareness.
Passionate to utilize strong communication skills, leadership abilities, and analytical approach for research and marketing to deliver result-oriented campaigns.
Overview
6
6
years of professional experience
Work History
Marketing Operations Executive
Ixigo
10.2022 - 08.2023
- Handled Campaign Marketing for ixigo, which is a travel based app. Developed communication strategies using email, SMS, Whatsapp, app notifications etc.
- Managed all digital/ brand marketing campaigns across Google, Facebook/Instagram/Twitter and Apple Search.
- Responsible for Customer Lifecycle Management via e-mail, push notifications, in-app and web properties.
- Configured platform & partner discounts, coupons & vouchers.
- Managed banners across apps & website for different offers & sale events.
- Optimizing conversion funnels using Branch tool, Clever tap and internal analytics dashboard.
- Built frameworks for targeting, acquiring, educating and nurturing user base using Campaign Management to drive company's sales for trains, airlines and buses.
- Used data and testing to optimize and improve content and targeting for all customer communications as well as performed marketing research in terms of peer campaigns.
- Defined annual marketing plan, proposed and monitored marketing mix strategies and program.
- Helped with yearly audit around expenses (regarding partner offers and ixigo's in-house offers)
- Studied and integrated new tools and technologies for marketing automation.
- Analyzing data and identifying opportunities to increase engagement & revenue and maintain a healthy social media presence.
- Created SEO content and proofread content for several SEO pages.
Customer Support Executive
Ixigo
12.2020 - 09.2022
- Interact with over 70 customers to provide and process information in response to inquiries, issues, and requests and maintain strict SLAs for replies.
- Deep dive into actual issues/concerns raised by users and liaise with internal teams to find resolution.
- Work across multiple channels to communicate with customers and handle queries such as, email, chat, social media (FB, Twitter) etc.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Organized customer information and account data for business planning and customer service purposes.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Customer Service Associate
Accenture
12.2018 - 01.2020
- Handling app and transaction related queries and escalating those to relevant teams.
- Providing support to over 50 customers real time via voice/chat and email as per process requirement.
- Meeting up with client's expected targets and achieving numbers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Seller Support Associate
Amazon Development Centre (India) Pvt
10.2017 - 11.2018
- Managing over 30 seller's accounts, dealing with their queries related to policies and agenda of selling on Amazon.
- Providing sellers with voice and non-voice support with regard to their queries.
- Managing Product Information to be displayed on the Amazon product website.
- Keeping check on products' brand authentication by following up with customers' reviews and sellers' requests.
- Provided sellers with accurate information concerning platform policies for sales, database issues and listing inaccuracies.
- Answered questions regarding seller inventory, shipping, payments and buyer complaints.
- Provided seller support on refunds, posted feedback and policy changes.
- Advocated for sellers and provided feedback to enhance selling process for overall improvements.
- Worked extensively with other departments, utilizing resources to provide seller support.
Education
PGDM - Digital And Content Marketing
York University
Toronto, ON05.2024
Bachelor of Computer Applications -
SRPA Adarsh Bhartia College
Punjab, India08.2017
Skills
- Market Research
- Process Management
- Customer Handling
- Campaign Management
- Quality Assurance
- Team Collaboration
- SEO
- Freshdesk
- CRM Tools
- Clevertap
- Literary Works Writing
- Editing Articles
Timeline
Marketing Operations Executive
Ixigo
10.2022 - 08.2023
Customer Support Executive
Ixigo
12.2020 - 09.2022
Customer Service Associate
Accenture
12.2018 - 01.2020
Seller Support Associate
Amazon Development Centre (India) Pvt
10.2017 - 11.2018
PGDM - Digital And Content Marketing
York University
Bachelor of Computer Applications -
SRPA Adarsh Bhartia College
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