Sudarshan Naik
Mumbai
Summary
Detail-oriented Marketing and Analytics Professional with over 12 years of experience leveraging analysis and research to provide innovative solutions for diverse business challenges. Proven expertise in developing effective strategies to enhance business performance, overseeing the implementation of cutting-edge technologies, campaigns, and systems.
Overview
15
15
years of professional experience
Work History
Senior Customer Operations Professional
Honeywell International India Pvt LTD
10.2021 - Current
- Analyzed customer support data to identify trends, patterns, and areas for improvement, leading to an increase in customer satisfaction
- Developed and maintained dashboards and reports to track key performance indicators (KPIs) for the customer support team
- Worked closely with IT and support teams to ensure data accuracy and integrity across systems
- Collaborated with cross-functional teams to define data requirements and develop strategies to enhance support operations
- Exhibited leadership by enhancing work processes and assisting in the training of team members
- Conducted root cause analysis on customer issues and provided recommendations for process and product improvements
Manager – Customer Loyalty and Campaigns
Nayara Energy LTD
09.2017 - 10.2021
- Analyzed customer data to identify trends and opportunities for program enhancement
- Designed and implemented reward structures that incentivized repeat purchases and increased customer lifetime value
- Collaborated with marketing and sales teams to integrate loyalty initiatives into broader marketing campaigns
- Utilized CRM tools to track program performance and generate insightful reports for stakeholders
- Worked with internal stakeholders and vendors to develop customer loyalty program
- Skilled in analyzing customer behavior, designing reward structures, and enhancing customer engagement
- Managed the loyalty program budget, ensuring cost-effective strategies that maximized ROI
- Worked with financial reporting and IT teams to develop initiatives and improve internal and external reporting
Manager – Subscriber Marketing & Analytics
Tata SKY LTD
10.2013 - 09.2017
- Worked with product team to analyze and provide insights for subscription pack creation
- Used Subscriber preference model for targeting the subscribers via campaigns for preferred products
- Responsible for timely execution of SMS and Email campaigns
- Design and monitor subscriber marketing campaigns with the help of outbound calling, emailing and SMS services
- Also provide periodic business inputs by showcasing subscriber acquisition and retention
- Co-ordinate with the marketing, products and technical team to understand requirements and ensure analytic results are accurate enabling brief visibility for senior leadership team
- A key facilitator between Business and IT Operations team
- Single point of contact in translating Business needs into specific and precise technical (IT) requirements
Sales Executive
Stratacom Solutions Pvt LTD
06.2013 - 10.2013
- Responsible for entire sales of Aspect solution
- Responsible for generating and negotiating on the quotes
- Responsible for giving the product knowledge to the client
- Updating the clients with the new trends in the market
Analyst
eClerx Services LTD
03.2010 - 08.2011
- Analyzing and mining the price trends for products from the global market to its clients
- Interactions with clients through Calls, IM & Emails
- Responsible for managing the database for the entire process
- Responsible for allocating and managing the work for Pricing Project
Education
MBA - Marketing
MET
01.2013
Bsc - IT
Swami Vivekanand College
01.2009
Diploma - Instrumentation
VES Polytechnic
01.2005
S.S.C -
General Education Academy
01.2002
Skills
- Oracle Business Intelligence
- Siebel
- BO
- Operation efficiency
- Business model analysis
- Agile Framework
- Jira
- Power BI
- Tableau
- MS Word
- EXCEL
- PowerPoint
- SQL
- Salesforce
- Zendesk
Skillset
Oracle Business Intelligence, Siebel, BO, Operation efficiency, Business model analysis, Agile Framework, Jira, Power BI, Tableau, MS Word, Excel, PowerPoint, SQL (Basic), Siebel, Salesforce, Zendesk
Timeline
Senior Customer Operations Professional
Honeywell International India Pvt LTD
10.2021 - Current
Manager – Customer Loyalty and Campaigns
Nayara Energy LTD
09.2017 - 10.2021
Manager – Subscriber Marketing & Analytics
Tata SKY LTD
10.2013 - 09.2017
Sales Executive
Stratacom Solutions Pvt LTD
06.2013 - 10.2013
Analyst
eClerx Services LTD
03.2010 - 08.2011
Bsc - IT
Swami Vivekanand College
Diploma - Instrumentation
VES Polytechnic
S.S.C -
General Education Academy
MBA - Marketing
MET
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