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Customer Success & Operations Manager at Latambarcem Brewers
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Competencies
Specialized in building long-term customer relationships and enhancing customer satisfaction.
Experienced in streamlining processes to improve efficiency and support scaling initiatives.
Proficient in managing CRM tools like Zoho CRM and Zoko CRM to optimize customer data workflows.
Knowledgeable in managing online sales platforms and direct-to-consumer business strategies.
Education
Summary
Experienced manager specializing in customer success, operational efficiency, and e-commerce growth. Proven ability to scale startups and enhance customer retention through strategic initiatives.
Key Achievements
- Scaled startup revenue from $200K to $1.5M through customer experience and operational improvements
- Optimized fulfillment processes to support rapid business growth
- Managed customer relationships to enhance retention and satisfaction
- Streamlined CRM systems for efficient customer data management
- Generated new business opportunities through proactive client engagement
Experience
Customer Success & Operations Manager
Played a key role in scaling a high-growth D2C startup from approximately $200K to $1.5M in revenue through customer experience improvements, operational optimization, and fulfillment expansion.. Worked closely with the founders and leadership team to execute strategic initiatives across customer success, operations, fulfillment, and business growth.. Led and developed a team of 7 customer support and operations professionals, establishing scalable processes and performance standards.. Spearheaded the integration and expansion of fulfillment operations across Mumbai, Delhi, Kolkata, and Bangalore, strengthening nationwide delivery capabilities.. Implemented and optimized Zoko CRM, WhatsApp Business, and customer communication workflows to improve operational efficiency and customer engagement.. Designed AI-assisted support workflows and automation processes that enhanced response consistency and reduced manual workload.. Oversaw customer operations supporting thousands of customer interactions and annual orders while maintaining service quality during rapid business growth.. Acted as the primary escalation point for customers, logistics partners, vendors, and internal teams.. Built and refined operational processes across customer support, fulfillment, CRM administration, and stakeholder management functions.. Served as a trusted operational partner on high-priority business initiatives, helping translate strategic goals into measurable execution.
Customer Relations Representative
Managed customer inquiries, account support, and service requests while delivering high-quality customer experiences.. Resolved escalated customer concerns and retention-related issues to preserve revenue and improve customer satisfaction.. Produced monthly operational and customer service reports for senior management.. Developed customer retention initiatives and promotional strategies that improved customer engagement.
Sales Representative
Generated new business opportunities through direct sales, customer outreach, and relationship management.. Delivered product presentations and consultations to prospective customers.. Negotiated contracts and membership agreements while maintaining high customer satisfaction.. Built and maintained long-term client relationships to support repeat business and referrals.