Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
ANSHU RAJ

ANSHU RAJ

Delhi,

Summary

Operations Manager with a decade of experience in SaaS-based enterprises, specializing in supporting corporate and business operations.


Skilled in client delivery, customer success, CRM implementation, and business process improvement.


Successfully delivered over 50 projects for enterprises across various geographies.


My expertise is further enhanced by a certification in Operations Management from IIM-Calcutta.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Manager – Corporate Operations

MERCER - METTL
05.2022 - Current
  • Managed a portfolio of 20+ enterprise clients across multiple regions with cumulative project size of value INR 10 cr+ in 2 years.
  • Incorporated a comprehensive client delivery process for two new products, encompassing all stages from customer onboarding to customer feedback leading to overall CSAT score of 9.1
  • Conducted customer satisfaction surveys and analyzed feedback to identify key areas for service improvement.
  • Collaborated with sales and marketing teams to develop customer success stories, enhancing brand reputation and supporting new customer acquisition.

Knowledge Operations & Projects Officer

COATS DIGITAL
01.2020 - 04.2022
  • Implemented Microsoft Dynamics 365 – Customer Service Hub to centralize all customer queries across products and regions on a single platform.
  • Developed an in-house application, "Licenser," with direct support from the IT team to manage all licenses sold to customers.
  • Created and executed a structure on SharePoint to manage and safeguard all customer documents with appropriate security groups and access.
  • Prepared Masterclass course content for the company's flagship products on the Eurekos LMS platform to train all sales members and partners effectively.
  • Planned and initiated the process of NPS and CSAT to evaluate customer loyalty, resulting in the recovery of $90k from existing customers as receivables.
  • Selected as an ethical champion for two successive years to represent and execute the yearly ethical program, ensuring the company's ethics and values are upheld

Sr. Operations Executive

THREADSOL (Acquired by Coats Digital)
07.2015 - 12.2019
  • Led the setup of post-acquisition processes and played a key role in due diligence for a $13 million acquisition.
  • Established representative offices in Vietnam, Indonesia, and Bangladesh to bolster sales efforts in these regions.
  • Drafted the company's budget and forecasted $2 million for fiscal years 2018 and 2019.
  • Successfully implemented the "Bitrix" CRM to integrate the sales process seamlessly on a single platform
  • Enhanced business process flow and compliance in collaboration with BDO.
  • Created various financial reports for founders and investors, and established monthly and quarterly financial monitoring.

Education

Executive Program in Operations Management - Operations And Process Analysis, Analytics And Management Sciences, Design of Lean Operations, Quality Management, Supply Chain Design, Cross - Functional Areas of Management

Indian Institute of Management
Calcutta
08.2020

Bachelors in Fashion Technology - Product Development, Entrepreneurship, Apparel Production, E-Commerce, Retail, Merchandising

National Institute of Fashion Technology
New Delhi
07.2015

Skills

  • Zoho CRM
  • MS Dynamics – 365
  • MS Suite
  • Power BI
  • SaaS Implementation
  • Project Management

Certification

  • GOOGLE Project Management: Professional Certificate
  • Microsoft Dynamics 365

Timeline

Manager – Corporate Operations

MERCER - METTL
05.2022 - Current

Knowledge Operations & Projects Officer

COATS DIGITAL
01.2020 - 04.2022

Sr. Operations Executive

THREADSOL (Acquired by Coats Digital)
07.2015 - 12.2019

Executive Program in Operations Management - Operations And Process Analysis, Analytics And Management Sciences, Design of Lean Operations, Quality Management, Supply Chain Design, Cross - Functional Areas of Management

Indian Institute of Management

Bachelors in Fashion Technology - Product Development, Entrepreneurship, Apparel Production, E-Commerce, Retail, Merchandising

National Institute of Fashion Technology

Similar Profiles

CREATE PROFILE
ANSHU RAJ