Manisha Dave
Senior Manager - Operations
Mumbai,India
Summary
Dynamic, Passionate, client-centered professional adept at launching and managing highly critical processes across various startups.
Long, successful track record in supercharging corporate operations and key initiatives. Encourage peak performance from both staff and team members. Outstanding communicator and negotiator. Exceedingly well-versed in-service industry set up & startups culture, regulation and procedures. Extensive experience in public relations, and fostering community trust and patronage of businesses. Known for can-do attitude and devotion to excellence. Trusted to delivering strong, sustainable revenue growth in diverse industries and business climates
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Senior Operations Manager
Whitehat Education Technology Pvt Ltd
Mumbai, Maharashtra
02.2020 - Current
- Owning 3 line of businesses - Customer Retentions, Payment operations/Refunds and EMI helpdesk.
- Build all the processes from scratch and managed the entire 3 shift operations globally. ( India, US, UK, ANZ, LATAM)
- Responsible for hiring, performance reviews, coaching, career development, terminations, team leadership, work assignment for direct as well as indirect reportees. (80 associates & 6 Managers)
- Scaled up customer retention rate from 8% to 40% within a span of 6 months.
- Managed the entire payments and refunds business via payment gateways, UPI's, education loans etc.
- Liaising with finance, legal as well as finance partners for refund SOP creation and execution. Managing subvention refunds from partners thereby contributing to the revenue.
- Setting up TAT/ SLA to ensure customer satisfaction with a delivery rate of 95%.
Assistant Manager- Sales and Marketing
I Direction Marketing & Advertising
Navi Mumbai, Maharashtra
06.2019 - 01.2020
- Engaged with customers to effectively build rapport and lasting relationships.
- Promoted sales of digital marketing services and to achieve revenue targets, bringing in targeted revenue per month.
- Monitored team of 12 sale executives to deliver the revenue.
- Directly coordinate with the customer to ensure timely service, special requirements and timeliness in all the services.
Operations Executive
Dun & Bradstreet Information Services India private
Mumbai, Maharashtra
04.2018 - 06.2019
- Deliver events and conferences as per the target allotted.
- Studying the data and conference details after it is released and understanding the requirements and targets.
- Generating leads by mail blast, calling, data searching and my all other measures possible.
- Coordinating with the relevant delegates and helping them understand the importance of the conference and generating interest.
- Timely follow ups with the lead prospects on mails, calls, SMS and calendar invites.
- Building data for certain conferences using mediums like Zaubacorp, Fundoodata, Indiamart, Trade India & Linkedin company websites.
- Maintaining lead file on daily basis and keeping track of vendors lead to ensure maximum conversions.
- Coordinating with Oops and Sales team and also reporting the leads file every day at the End of the Day.
- Attend events and built relationship with guests.
Customer Delight Officer
91 Media Street Technologies (Pharmeasy)
Mumbai, Maharashtra
09.2016 - 11.2017
- Corresponding with customers via e-mails.
- Attending calls of customers, solving customer queries
- Verification and Validation of orders received and responding to
customers accordingly. - Coordinating with operation’s and logistics.
- Promoted to Issue resolution team which involves verifying, updating and resolving issues of customers
Customer Experience Associate
HATWAY BHAWANI CABEL TEL. & DATA COM LTD
Mumbai, Maharashtra
07.2013 - 09.2016
- Handling daily issue-returns entry.
- Making visit report.
- Making daily reports etc.
- Attending calls of customers, solving customer queries
- Corresponding with customers via e-mails.
Education
SSC
Marthoma School Maharashtra
Mumbai 03.2010 - 04.2011
HSC - Science
Guru Nanak Khalsa College
Matunga 03.2012 - 04.2013
Bachelor of Science - Information Technology
Institute of Distance & Open Learning
University Of Mumbai 03.2015 - 04.2016
Skills
Customer support operations
Team Management
Payment gateway operations
Sales and marketing
Cross functional team leadership
Customer retentions
Quality and training
Partner Relations
Implementing policy, planning, and strategy
Accomplishments
- Awarded the "Hall of Fame Award" by CEO- Mr. Karan Bajaj in Jan 2020 for exceptional work across the operation team.
- Promoted twice within a span of 2 years
- Awarded the "Rockstar of the Month" award by Mr. Manish Sinha , Managing Director- D&B - thrice in the span of 1 year
Timeline
Senior Operations Manager
Whitehat Education Technology Pvt Ltd
02.2020 - Current
Assistant Manager- Sales and Marketing
I Direction Marketing & Advertising
06.2019 - 01.2020
Operations Executive
Dun & Bradstreet Information Services India private
04.2018 - 06.2019
Customer Delight Officer
91 Media Street Technologies (Pharmeasy)
09.2016 - 11.2017
Bachelor of Science - Information Technology
Institute of Distance & Open Learning
03.2015 - 04.2016
Customer Experience Associate
HATWAY BHAWANI CABEL TEL. & DATA COM LTD
07.2013 - 09.2016
HSC - Science
Guru Nanak Khalsa College
03.2012 - 04.2013
SSC
Marthoma School Maharashtra
03.2010 - 04.2011