ARUN ANDERSON
Director - Operations
Vancouver
Summary
Seasoned professional with 16+ years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers.
Overview
15
15
years of professional experience
Work History
Director of Operations
Instap Technologies Private Limited
Chennai
05.2019 - Current
- Defined, implemented and revised operational policies and guidelines
- Kept up-to-date with industry trends and identified areas of opportunity to drive improvements
- Analysed technology, resource needs and market demand to plan and assess feasibility of company projects
- Modernised and improved operational procedures to increase productivity and profitability while tightly controlling costs
- Led change and transformation across business areas to deliver benefits and align company resources
- Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
Associate Vice President
Magzter Digital Private Limited (Magzter Inc)
Chennai
03.2012 - 01.2019
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits
- Designed, managed and implemented customer research initiatives and focused on customer satisfaction and performance monitoring
- Redesigned customer loyalty program to create more profitable traffic
- Contributed towards implementation of new lead generation campaign that led to 75% increase in new business
- Efficiently executed key CRM activities and reduced response time from 4 hours to 30 minutes
- Introduced Live Chat on website and recorded reduction of 40% of complaints, while increasing sales by 25%.
Customer Support Executive
RR Donnelley (Boston Consulting Group)
Chennai
12.2010 - 03.2012
- Established performance and service goals and held associates accountable for individual performance
- Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
Sr. Consultant
Sutherland Global Services (AT&T U-verse)
Chennai
02.2010 - 12.2010
Team Lead - Customer Support
Samaira Online Enterprises (Ebay Marketplace)
Chennai
12.2008 - 02.2010
Sr. Trainer
Sutherland Global Services (Bell Canada)
Chennai
10.2007 - 07.2008
Customer Support Executive
HCL Technologies (AT&T Yahoo)
Chennai
09.2006 - 10.2007
Education
MBA - Business Management
Loyola Institute of Business Administration
Chennai07-2016
Bachelors - Computer Applications
TamilNadu Open University
Chennai12-2009
Diploma - Tool & Die Making
Nettur Technical Training Foundation
Vellore08-2006
Skills
- Business Management & Direction
- CRM Implementation
- Product Development/Management
- Escalation & Grievances Management
- Process Set-up & Stabilization
- Gap & Requirement Analysis
- Crisis management
- People Management
Accomplishments
- Launched data-driven sales department to analyze key industry trends which extended company's reach into 6 new markets
- Contributed towards implementation of new lead generation campaign that led to 75% increase in new business
- Efficiently executed key CRM activities and reduced the response time from 4 hours to 30 minutes
- Introduced Live Chat on website and recorded reduction of 40% of complaints, while increasing sales by 25%
- Made www.magzter.com PCI compliant & moved +30,000 recurring billing accounts to a different payment processor in a record time of 3 days, saved US $500000
Timeline
Director of Operations
Instap Technologies Private Limited
05.2019 - Current
Associate Vice President
Magzter Digital Private Limited (Magzter Inc)
03.2012 - 01.2019
Customer Support Executive
RR Donnelley (Boston Consulting Group)
12.2010 - 03.2012
Sr. Consultant
Sutherland Global Services (AT&T U-verse)
02.2010 - 12.2010
Team Lead - Customer Support
Samaira Online Enterprises (Ebay Marketplace)
12.2008 - 02.2010
Sr. Trainer
Sutherland Global Services (Bell Canada)
10.2007 - 07.2008
Customer Support Executive
HCL Technologies (AT&T Yahoo)
09.2006 - 10.2007
MBA - Business Management
Loyola Institute of Business Administration
Bachelors - Computer Applications
TamilNadu Open University
Diploma - Tool & Die Making
Nettur Technical Training Foundation