Roopesh Puranam
Hyderabad
Summary
Highly analytical and data-driven E-commerce Manager effectively scales online customer acquisition efforts and e-commerce capabilities to drive sales growth. Routinely tests new features and assets and measures results as company grows and evolves. Strong understanding of e-commerce consumer behavior and audience segmentation along with website analytic and tracking tools.
Overview
9
9
years of professional experience
Work History
E Commerce Manager
Mugdha Art Studio
01.2024 - Current
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Negotiated vendor contracts to secure favorable terms, ensuring profitability while maintaining strong supplier relationships.
- Constructed new payment systems for online orders to optimize website shopping and boost sales.
- Implemented systems and procedures to increase sales.
- Developed and executed e-commerce positioning, values, tone of voice and design elements to bring value and convenience to customers.
- Developed successful promotional strategies to drive increased traffic and revenue during peak shopping seasons.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Boosted online sales by implementing targeted marketing campaigns and optimizing website content.
Escalations Manager
Country Delight
10.2021 - 12.2023
- Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth Delivery and Escalation operations.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
Claims And Supervisor Escalations (CASE)
Amazon Development Center
11.2017 - 09.2021
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Used Microsoft Word and other software tools to create documents and other communications.
Customer Service Specialist
Sykes Business Limited
09.2016 - 10.2017
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Maintained and managed customer files and databases.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
Customer Service Associate
Knoah Solutions
06.2015 - 02.2016
- Developed and actualized customer service initiatives to decrease wait times.
- Demonstrated items to customers and created customer awareness, interest and sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Sought ways to improve processes and services provided.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
Bachelor's Of Commerce - Commerce
Calorx Teacher's University
Ahmedabad, GujaratIntermediate - BiPC
Chaintanya Junior Kalasala
Hyderabad, IndiaSkills
Market Research
undefinedTimeline
E Commerce Manager
Mugdha Art Studio
01.2024 - Current
Escalations Manager
Country Delight
10.2021 - 12.2023
Claims And Supervisor Escalations (CASE)
Amazon Development Center
11.2017 - 09.2021
Customer Service Specialist
Sykes Business Limited
09.2016 - 10.2017
Customer Service Associate
Knoah Solutions
06.2015 - 02.2016
Bachelor's Of Commerce - Commerce
Calorx Teacher's University
Intermediate - BiPC
Chaintanya Junior Kalasala
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