Hemamalini Karthik
Sales Operations Manager
Summary
Goal-oriented manager with distinguished 7+ years experience in customer support and 1 year experience in sales with proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Hardworking and resourceful with friendly and professional demeanor. Diligent disputes & customer success leader skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings.
Overview
8
8
years of professional experience
Work History
Sales Operations Manager
Tendrils.IO
12.2023 - Current
- Developed strong relationships with key clients, leading to increased customer satisfaction and retention rates.
- Enhanced customer experience by addressing service issues promptly and professionally, resolving concerns efficiently.
- Managed a team of 13 sales and product professionals, ensuring consistent performance and achievement of targets.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Analyzed sales metrics to identify trends, opportunities, and areas for improvement in the overall operations strategy.
- Increased sales revenue by streamlining the sales operations process and implementing effective strategies.
- Collaborated with cross-functional teams, resulting in improved communication and coordination between departments.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
Senior Community Associate II, Disputes Management
Poshmark
06.2023 - 12.2023
- Initiating projects for the team development and performance
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Worked within task management system to receive, manage and close support requests.
- Implemented and developed customer service training processes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Recognized escalation needs and connected customers with advanced support staff.
- Maintained up-to-date knowledge of product and service changes.
Senior Community Associate, Disputes Management
Poshmark
02.2022 - 06.2023
- Handling dispute cases and assisting with creation of new Disputes processes
- Reporting incoming case trends and troubleshooting shipping-related return issues
- Analyzed, researched and resolved disputes claims within required timeframes.
- Created disputes process flow for India team and also helped with macro suggestions/creations.
- Brought in changes to shipping return flows and assisted team with the process
- Active member in bringing in suggestions to the team for betterment
- Kept up to date on process changes, new macros, and product updates
- Interacted with users to obtain and review dispute information.
- Guided the team with proposing new macro's and became the knowledge expert for Poshmark India Disputes
- Assisting with US team whenever required
- Managed over 200+ cases per day
Senior Community Associate
Poshmark
01.2019 - 01.2022
- Engaging with Poshmark users via email support
- Trained 15+ associates during Tier transitions
- Worked with customers to understand needs and provide excellent service.
- Taking ownership of escalated inquiries from other tiers.
- Increased customer satisfaction by resolving issues. Led projects and analyzed data to identify opportunities for improvement.
Learned new skills and applied to daily tasks to improve efficiency and productivity. - Actively listened to customers' requests, confirming full understanding before addressing concerns. Collaborated with team members to achieve target results.
- Consistently resolving personal goals and meeting average CSAT of 4.70/5 and above.
- Used Microsoft Word and other software tools to create documents and other communications.
- Shadowing and providing constructive feedback to peers
- Having extensive knowledge of product/community
Community Associate
Poshmark
10.2016 - 12.2018
- Engaging with Poshmark users via email support
- Responding to users in a prompt, friendly, and professional manner
- Demonstrating empathy while providing thoughtful and prompt resolutions for the Community Researching, troubleshooting, and recommending solutions for open orders and account issues
- Maintained documentation, wrote reports and tracked bugs on the app
- Built partnerships with the QA team to develop support and gain greater attention for important issues.
- Transitioned from T1A to T1B on May 29 (within 6 months of joining)
- Awarded highest individual CSAT and Most improved CSAT year after year
- Meeting expectations when it comes to quantity of cases resolved (Resolved consistently over 1,000 cases weekly when goal is quantity focused)
- Learnt new processes and shared the knowledge across with the rest of the team
Education
High School - State Board -
St. Kevin's Anglo Indian High School
01.2000 - 2010.01
Higher Secondary School -
St. Francis Xavier Higher Secondary School
03.2011 - 2013.02
Bachelor of Engineering -
Gojan School of Business And Technology
02.2013 - 2016.06
Skills
Sales Leadership
Languages
English
Bilingual or Proficient (C2)
Tamil
Advanced (C1)
Korean
Beginner (A1)
Timeline
Sales Operations Manager
Tendrils.IO
12.2023 - Current
Senior Community Associate II, Disputes Management
Poshmark
06.2023 - 12.2023
Senior Community Associate, Disputes Management
Poshmark
02.2022 - 06.2023
Senior Community Associate
Poshmark
01.2019 - 01.2022
Community Associate
Poshmark
10.2016 - 12.2018
Bachelor of Engineering -
Gojan School of Business And Technology
02.2013 - 2016.06
Higher Secondary School -
St. Francis Xavier Higher Secondary School
03.2011 - 2013.02
High School - State Board -
St. Kevin's Anglo Indian High School
01.2000 - 2010.01
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