Roopa SB

• Lead a team of 25 members, supervising and coordinating daily activities to ensure productivity and adherence to quality standards.
• Develop and implement comprehensive lifecycle marketing strategies across SMS, Email, WhatsApp, and RCS channels.
• Own end-to-end campaign planning, including content strategy, A/B testing, deployment, and performance optimization across all messaging platforms.
• Segment audiences and tailor communications based on customer behavior, preferences, and lifecycle stages.
• Manage customer journey workflows and automate campaigns using platforms such as MappEngage, Onextel, Xeno, Sinch, CleverTap, Gamooga, MoEngage, etc.
• Track and analyze key performance metrics (open rates, CTR, conversions, unsubscribe rates, etc.) to identify areas for improvement.
• Collaborate with design, product, sales, and customer success teams to align campaign strategies with overall business objectives.
• Provide platform demonstrations to clients based on their preferred digital solutions.
• Oversee client onboarding and deliver training sessions after completing the platform setup.
• Stay informed on industry best practices, compliance standards (e.g., GDPR, TCPA, CAN-SPAM), and advancements in conversational messaging and RCS.
• Manage relationships with vendors and supervise the integration of communication tools and APIs.
• Worked closely with various network vendors (Airtel, VI, Smartping, BSNL, Videocon) to obtain template and Sender ID approvals, and assisted clients with entity registration.
• Prepare and maintain monthly billing volume reports.
• Maintain and update daily message volume reports for SMS, Email, WhatsApp, and RCS.
• Generate and share monthly team utilization reports with the reporting manager.
• Assist in onboarding and training new team members.
• Conduct regular team meetings and briefings to communicate updates, changes, and strategic priorities.

Customer Care Executive :

• Handle high-volume inbound calls from customers requiring technical assistance.
• Diagnose and resolve technical issues related to software, hardware, or network systems (depending on company offerings).
• Installation and integration the software to the billing POS and provide the training to the customer that how to use the product.
• Walk customers through step-by-step solutions in a clear, concise, and friendly manner.
• Escalate unresolved issues to higher-level technical teams or supervisors when necessary.
• Document all interactions and solutions accurately in CRM or ticketing systems.
• Maintain up-to-date knowledge of company products, services, policies, and procedures.
• Meet performance metrics including response time, resolution rate, customer satisfaction, and adherence to SLAs.
• Collaborate with team members to continuously improve the support process and customer experience.

Quality Control :

• Monitor the inbound process (e.g., call handling, ticket logging) for accuracy, completeness, and adherence to SOPs.
• Identify, document, and report quality issues to the relevant manager & teams member.
• Conduct root cause analysis for recurring quality issues and suggest corrective/preventive actions.
• Maintain and update quality control documentation, checklists, and reports.
• Collaborate with development team teams to ensure timely resolution of any software issues.
• Assist in training staff on quality procedures and best practices for inbound handling.
• Track and analyze quality metrics, trends, and KPIs to support continuous improvement.

Team Leader :

• Supervise and coordinate the daily activities of a team to ensure productivity and quality standards are achieved.
• Set clear team goals and delegate tasks effectively based on individual strengths.
• Monitor team performance, track key performance indicators (KPIs), and generate performance reports.
• Provide coaching, feedback, and support to team members to improve skills and performance.
• Resolve conflicts or escalate issues when necessary to maintain a collaborative team environment.
• Conduct regular team meetings and briefings to share updates, changes, and priorities.
• Ensure compliance with company policies, procedures, and service level agreements (SLAs).
• Collaborate with other team leaders and departments to ensure smooth operations and effective communication.
• Assist in onboarding and training new team members.
• Share the MIS reports monthly wise to reporting manager.

Customer Success :

• Serve as the primary point of contact for clients managing email and SMS marketing campaigns.
• Assist customers in setting up, launching, and analyzing their campaigns to drive engagement, retention, and ROI.
• Collaborate with clients to develop campaign strategies aligned with their business goals.
• Monitor campaign performance, provide insights, and recommend optimizations based on KPIs such as open rates, click-through rates, and conversions.
• Troubleshoot issues related to email deliverability, SMS routing, segmentation, or platform usage.
• Provide onboarding, training, and ongoing support to ensure successful adoption of tools and features.
• Maintain strong relationships with key accounts, identifying opportunities for upselling or renewal.
• Collaborate with product and support teams to escalate issues or request enhancements based on customer feedback.
• Keep up to date with email & SMS best practices, industry trends, and compliance regulations (e.g., GDPR, CAN-SPAM, TCPA).

• Handle high-volume inbound calls, emails from customers requiring technical assistance.
• Diagnose and resolve technical issues related to software, hardware, or network systems.
• Walk customers through step-by-step solutions in a clear, concise, and friendly manner.
• Escalate unresolved issues to higher-level technical teams or supervisors when necessary.
• Document all interactions and solutions accurately in CRM or ticketing systems.
• Maintain up-to-date knowledge of company products, services, policies, and procedures.
• Meet performance metrics including response time, resolution rate, customer satisfaction, and adherence to SLAs.
• Collaborate with team members to continuously improve the support process and customer experience.
• Meet sale target by upselling to the customers.