ABHILASH N

• Enterprise Client & Strategic Account Management: Managed strategic enterprise accounts across APAC, ANZ, and EMEA, strengthening client relationships, driving retention, and supporting long-term account growth.
• Acted as the primary point of contact for enterprise clients, managing escalations, resolving service issues, and maintaining proactive communication with key stakeholders and senior decision-makers.
• Client Onboarding & Enablement: Led client onboarding and implementation coordination initiatives to ensure seamless transitions and align stakeholder expectations for consistent service delivery.
• End-to-End Campaign Delivery: Oversaw the end-to-end execution of 1,000+ campaigns for strategic accounts, ensuring delivery excellence, operational efficiency, quality standards, and compliance with agreed SLAs.
• Executive Reviews & Performance Management: Conducted Quarterly Business Reviews (QBRs) and executive performance reviews, evaluating service metrics, identifying improvement opportunities, and aligning delivery priorities with client business objectives.
• Commercial & Account Growth Support: Supported contract negotiations, renewals, account expansion initiatives, and service proposals, identifying opportunities to strengthen client partnerships and contribute to account growth.
• Strategic Stakeholder Engagement: Built trusted relationships with client stakeholders and senior leadership, supporting strategic alignment, expectation management, and the achievement of shared business objectives.
• Service Excellence & Risk Management: Monitored service performance, identified delivery risks, managed escalations, and implemented corrective actions to uphold service quality and meet contractual commitments.
• Cross-Functional Delivery Leadership: Partnered with marketing, production, and operations teams to translate client requirements into actionable delivery plans, resolve operational challenges, and ensure timely execution.
• Data-Driven Insights & Continuous Improvement: Analysed client feedback, campaign performance, and operational metrics to identify trends, optimise workflows, improve delivery efficiency, and enhance client satisfaction.
• Client Governance & Delivery Coordination: Facilitated client meetings, developed performance presentations, documented decisions, tracked action items, and ensured accountability for agreed deliverables.
• Process Optimisation & Quality Assurance: Streamlined workflows and standardised delivery processes to enhance consistency and strengthen quality-control practices.
• Leadership & Team Enablement: Collaborated with senior management to establish delivery priorities and performance objectives; delivered client training, best-practice sessions, and internal knowledge-sharing initiatives to strengthen service capabilities.
• Delivered exceptional year-on-year growth in client assets under management, securing the firm's position as a market leader.
• Data Confidentiality & Compliance: Maintained the confidentiality and security of sensitive client information in accordance with organisational policies and applicable data-protection requirements.
• Analysed market trends and customer feedback to inform strategic business decisions and product development.

Digital Marketing Strategy: Developed and executed digital marketing initiatives to strengthen brand awareness, improve online visibility, and support business objectives.

• Managed digital marketing initiatives to enhance online presence across various platforms, coordinating with stakeholders to ensure high-quality content through thorough review and approval processes.
• SEO & Content Optimisation: Conducted keyword research and implemented SEO best practices to improve search engine visibility, website rankings, and organic traffic.
• Email Marketing: Created, tested, scheduled, and managed seasonal email campaigns, promotional communications, and marketing copy using Emma, GetResponse, Constant Contact, and Mailchimp.
• Curated and managed content on social media platforms, developing engaging posts for Facebook, LinkedIn, and Twitter to strengthen brand presence and expand audience reach.
• Managed online reputation and review activities across Glassdoor, Yelp, Yellow Pages, and Citysearch.
• Content Writing & Development: Researched, wrote, edited, and proofread blogs, articles, press releases, website content, newsletters, advertisements, and promotional materials, ensuring accuracy, quality, and brand consistency.
• Participated in brainstorming sessions to develop creative content themes, marketing campaigns, and promotional ideas.
• Adapted content tone and style to suit different target audiences, marketing channels, and brand guidelines.
• Managed website content using WordPress and Spin Publisher, ensuring timely publication, accuracy, and consistency.
• Managed e-commerce content and operations for a vendor through Shopify to support the online shopping experience.
• Collaborated with the design team on website updates and created promotional flyers to support marketing initiatives.
• Organised content within content management systems (CMS) and ensured timely delivery of projects.
• Reviewed and refined existing content to align with brand guidelines, improve readability, and maintain editorial standards.
• Conducted thorough research to develop clear, informative, and audience-focused content.
• Industry Research & Market Analysis: Conducted in-depth industry research using journals and relevant sources to evaluate market trends, support advertising strategies, and develop client-specific business analysis reports.
• Developed newsletters and reports monthly to keep stakeholders informed on industry trends.: Produced four newsletters and four market reports monthly, covering real estate news, industry developments, and relevant market insights.
• Coordinated digital marketing tasks and timelines to ensure successful project delivery., content publishing, research deliverables, and stakeholder requirements to meet deadlines.
• Negotiated with vendors and service providers to secure cost-effective solutions that met digital marketing needs.
• Applied working knowledge of HTML, CSS, and Adobe Dreamweaver to support website content updates and design requirements.

• Managed customer queries and service requests for premium postpaid customers, achieving timely resolutions within defined turnaround times.
• Handled customer complaints and escalations professionally, identifying root causes and delivering effective resolutions to maintain customer satisfaction.
• Provided customer-centric support through clear communication and professional call handling, resulting in effective issue resolution.
• Processed Value-Added Services (VAS) activations and deactivations in accordance with customer consent and service eligibility criteria.
• Executed SIM card activation and deactivation requests while adhering to established verification procedures and service policies.

• Conducted client visits and product demonstrations, facilitating customer acquisition and increasing sales conversions.
• Promoted CAD and architectural software solutions, showcasing product features and benefits to engage prospective customers.
• Supported software installation and troubleshooting, resolving technical issues to enhance customer satisfaction.

• Proofread, fact-checked, and formatted transcripts, ensuring adherence to client specifications and quality standards for professional presentation.
• Researched and verified financial terminology, company information, and industry-specific references to enhance transcript accuracy and credibility.
• Transcribed and summarised audio/video recordings of earnings calls, analyst conferences, investor presentations, and corporate events for clear communication of key insights.

• Transcribed and typed video or audio webcasts for quarterly earnings calls, analysts calls, investor conferences, product launch conferences, and teleconferences to ensure accurate documentation of key financial information.
• Formatted financial summaries as transcripts to meet client specifications, utilising templates and letterhead for professional presentation.
• Conducted internet research to verify terminology, products, and names, enhancing accuracy and ensuring familiarity with financial markets and business organisational vocabulary.

• Ensured accurate customer documentation, address validation, and credit verification for new postpaid activations.
• Managed postpaid activation requests and agent queries, processing VAS changes, SIM replacements, number changes, and national roaming services through the CMS application.
• Supported customer satisfaction and operational efficiency by gathering feedback and strengthening customer relationships to improve service processes.
• Trained front-end executives and franchisees on new product launches and processes, enhancing implementation and resolving customer issues effectively.