Anil Gangaji

Job Profile :-

• Experience of handling a team of 12-15 people and managing the work culture.
• Training and creating the strategies for improving the business quality
• Sharing ideas and creating projects based on the current clients requirements for increasing the profits with overall revenue and lowering the expenses.

Roles and Responsibilities:-

• Investigate and customer requirements and complete the analysis to track the root cause for reach out strategy.
• Increased Client satisfaction by resolving issues.
• Build Email Marketing campaigns as per business/client requirement and automating the campaigns by setting triggers for execution
• Sending email broadcast to the clients customers and tracking the data such Clicks and subscriptions
• Creating new strategies to get better click and open rates.
• Tracking Email Deliver-ability, Managing email delivery reports and alerts, including bounce logs.
• Troubleshooting and collaborating to find solutions to deliver-ability issues as they arise.
• Maintaining relationships with ISP and other email providers and Stay up-to-date with current technologies and trends in social media, design tools and applications.
• Setting up Browser Push Notification, App Push Notifications in WordPress for marketing automation solutions.
• Good knowledge of E-Commerce functionality, Sales Pipeline, Email Broadcast, Merchant Account Gateway and Other Third Party Plugins.
• Integrating applications with API Keys or through Zapier
• CRM Software's knowledge (Salesforce and JIRA(raise escalation tickets and followup)).

Additional Knowledge :-

• Basic knowledge of Instagram/Facebook adds, Google Ads
• Oversee social media accounts’ design (e.g. Facebook timeline cover, profile pictures and blog layout)
• Suggest and implement new features to develop brand awareness, like promotions and competitions

Roles and Responsibilities :-

• Handling CRM questions from customer all round the globe.
• Well verse with designing campaign, setting up opportunities, referral partner and Ecommerce in Infusionsoft CRM.
• Working as Advance Support to resolve questions from Tier 1.
• Support and train Tier 1 agents.
• Handle technical escalations from customers.
• Work hand in hand with training team to design training modules as per new updates.
• Work Hand in hand with Onshore Advance support team to gather information about new updates and releases.
• Research and investigate new changes and find bugs in application and report those to development team.
• Working with management to find process gaps and requirements.

Roles and Responsibilities :-

• Multi-Channel Technical Support Services Program design, launch, and project management
• Multi-channel support (phone, email, chat, portal/web, remote assist)
• Service span: PC's/laptops/servers/routers/devices, etc.- L1 to L3 troubleshooting / resolution
• Services sales and payment acceptance/processing
• Complete technology infrastructure (IVR, CRM, KB, chat engine, remote assist tools, support
• Automation toolkit, client micro-site, testing/ simulations lab, etc.)
• Marketing support and campaign management, reporting and analytics
• Service pricing options: Per incident, per minute, subscription, revenue share.
• Experience in Handling team of 20-30 agents and was responsible for their quality monitoring.
• Provide them with feedbacks for chats and calls. Help them with achieving their KPI’s.
• Helping with AHT, Attrition and Reporting to team lead and Managers.