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
Direct Sales
Organizational Skills
New Hire Onboarding
Brand Development
Staff Training and Development
Conversion Rate Optimization
Goal Setting and Achievement
Website optimization
Lead Identification and Generation
Timeline
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