Resume

🎯 Summary

• Results-driven multilingual professional with 15+ years of experience in Digital Marketing, Community management, Business development, and Customer Relationship Management (Support & Service), improving customer satisfaction by 25%.
• Combines product knowledge with expertise in client relationship management and community-building to deliver measurable business results across both corporate and non-profit sectors. Skilled in managing social media campaigns, with a proven track record of improving customer engagement and fostering online communities — including an active group of 24,000+ members — to enhance brand visibility and drive organizational success.
• Skilled in leading high-impact social initiatives and building strategic partnerships through collaboration and planning. Demonstrated leadership by expanding volunteer operations 7X, and successfully managing large-scale community initiatives like blood donation drives, water and environmental conservation projects through cross-functional team coordination.
• Passionate about leveraging technology tools to enhance customer experience, improve operational efficiency, and build meaningful connections that create lasting impact.

✅ Work Experience

Customer Growth Advisor at Agile For Growth
(2015 – Present)

Marketing & Sales

• To enhance messaging, developed strategies and content for social media campaigns, brochures, reports, and study materials. Managed customer reviews and testimonials while conducting post-campaign analysis to measure performance and evaluate outcomes.
• Assessed clients’ needs, assisted in selecting appropriate training/certification programs, and negotiated prices or other sales terms.
• Developed sales strategies to achieve business goals while growing relationships with existing clients through targeted sales promotion strategies, and administering sales contracts.
• Led the Manipal Global deal for future Scrum workshops and partnered with new trainers for specific workshops.

Customer Support & Communication

• Led customer support operations across email and phone channels, responding to inquiries about services, schedules, and rates. Optimized processes and systems to streamline workflows, improve customer satisfaction, and resolve escalated issues.
• Managed participant communication by providing information about training schedules, locations, and online tools to ensure smooth coordination.

Training & Workshop Management

• Pre-Training Preparation: Prepared training environments (both physical and virtual), including technical setup such as projectors, microphones, and Zoom links, while also managing attendance records.
• Coordinated participant registration, confirming logistics and ensuring participants had necessary pre-course information.
• During Training: Facilitated breakout sessions by assisting the trainer with group exercises, role-playing, and activities while managing group dynamics to ensure smooth collaboration. Supported participants by clarifying questions, and resolving technical issues on platforms like Zoom, Miro, and Trello.
• Assisted in practical exercises simulating Scrum ceremonies (e.g., sprint planning, retrospectives, daily standups) or Kanban boards, participating as a team member to demonstrate real-world Agile scenarios while ensuring sessions stayed on schedule.
• Post-Training: Assisted participants with additional learning materials, tracked certification status, and ensured credential delivery.
• Maintained participant records while facilitating networking opportunities by encouraging connections through LinkedIn groups.

Continuous Improvement & Learning

• Assisted in researching and updating training content to align with evolving Scrum, and Agile trends.
• Collected insights on participants’ challenges and managed feedback surveys to evaluate course effectiveness, refine future training sessions, and improve learning outcomes.

Business Development & Support Head at Corsoft IT Services India
(2004 – 2014)

Business Development & Strategic Partnerships:

• Developed partnerships with mobile software companies offering complementary products and services, such as Stuffbak and ImHonest.com (both later acquired by ReturnMe).
• Designed and executed lead and demand generation programs, including email marketing, digital advertising, and customer engagement through newsletters and message boards.
• Identified and pursued new market opportunities, building strategic partnerships that contributed to revenue growth.
• Led client acquisition efforts, negotiating high-value contracts and fostering long-term stakeholder relationships.
• Conducted in-depth market analysis to identify trends, evaluate competitive landscapes, and uncover growth opportunities.
• Created and presented compelling business proposals and pitches to potential clients, driving successful partnerships.

Analyst & Public Relations:

• Managed public relations activities, engaging with industry analysts, coordinating reviews, and conducting strategic briefings.
• Lead product marketing, while collaborating with design and developer teams to create, review, and refine product messaging while managing launch plans for new software releases to ensure alignment with strategic marketing goals.

Market and competitive intelligence: Conducted competitor analysis to provide actionable insights for product management and executive decision-making.

Content Creation & Communications:

• Produced high-impact content, including product white papers, customer stories, and web content.
• Developed and maintained product collateral, presentations, user guides, newsletters, and demo scripts.
• Managed communication channels with sales representatives and key resellers, delivering updates and driving engagement.
• Managed regular communications with sales representatives and key resellers, evangelized mobile solutions, marketing and sales, and provided reseller updates and information.

Alliance Sales & Reseller Management:

• Cultivated strategic partner relationships, establishing joint business plans and conducting monthly sales funnel reviews.
• Negotiated with resellers for advertising on their sites and newsletters, volume discounts, and service agreements to maximize revenue.

Software Service & Support Process Optimization:

• Led customer support operations across chat, email, and phone channels, designing and refining service delivery processes to enhance efficiency and improve customer satisfaction scores by 25%.
• Implemented and optimized CRM systems and support technologies to streamline workflows and improve client interactions.
• Proactively resolved escalated customer issues while maintaining strong relationships with key clients, to ensure support performance standard, customer satisfaction, and retention.

Cross-Functional Leadership: Collaborated with sales, support and product teams to drive product development based on market insights and to enhance customer experience.

🎓 Education

• Marketing Management, general (Other diploma or certificate)
  Jul 2004 – May 2005
  The Maharaja Sayajirao University of Baroda Vadodara, India
  
• Bachelor’s in Commerce with Marketing Management
  Jun 2001 – May 2004
  The Maharaja Sayajirao University of Baroda Vadodara, India

🛠️ Skills

Digital Marketer / Social Media Campaigner

• Campaign Management: Skilled in planning, launching, and managing digital marketing campaigns across social media on Facebook, Instagram, Twitter, and LinkedIn.
• Content Strategy: Skilled in crafting engaging content tailored for multiple social media platforms and developing content marketing strategies to drive web traffic.
• Customer Relationship Management (CRM): Proficient in workflow automation and CRM tools for managing leads and customer interactions.
• Social Media & Marketing: Skilled in managing social media and marketing efforts to drive engagement and awareness for various initiatives. Proficient in using scheduling tools like Buffer, Hootsuite, Vista Social, and Social Pilot for efficient management, with the ability to measure performance through insights and refine strategies based on data to increase brand awareness and engagement.

Community Manager

• Community Outreach, Impact & Event Planning: Led and coordinated multiple impactful community-driven initiatives and oversaw the planning and execution of community events, including blood donation camps, health checkups, International Yoga Day camps, and environmental sustainability projects like water conservation, tree plantation drives, and city-wide cleanliness drives.
• Leadership & Team Building: Led and expanded a volunteer team 7X by establishing structured onboarding processes and setting up communication channels to improve volunteer engagement and retention, fostering collaboration and efficient teamwork.
• Community Building, Engagement & Content Moderation: Experienced in creating and managing thriving online communities across social media platforms and forums, fostering meaningful interactions to increase followers, engagement, and brand loyalty, while moderating content and monitoring community sentiment to maintain a positive and respectful environment.
• Project Management, Operations & Collaboration: Managed logistics and execution of large-scale social service projects, by collaborating across functional teams ensuring smooth operations and timely delivery to address community needs and feedback.
• Public Speaking & Media Coordination: Coordinated press briefings, testimonials, and media coverage for events, by collaborating with marketing, product, and customer support teams enhancing visibility and community engagement.

Customer Relationship Management (Customer Service / Support)

• Customer Service/Support & Live Chat Support: With strong interpersonal skills, proficient in delivering prompt and effective customer support across multiple channels, including live chat, email, and phone. Skilled in troubleshooting, resolving issues, and providing solutions to enhance customer satisfaction and experience.
• Customer Education & Help Documentation: Knowledgeable in educating customers on product features and usage to enhance their experience, with the ability to create and maintain helpful FAQs, user guides, and support materials.
• Problem-Solving & Active Listening: Skilled at actively listening to customer needs, understanding their concerns, and providing tailored solutions. Able to manage multiple queries efficiently and resolve issues in a timely manner while maintaining a calm and friendly demeanor, even in challenging situations.
• CRM Management: Skilled in using customer service and CRM tools for tracking support tickets and managing customer cases. Well versed in most new generation work management tools like Asana, Airtable, ClickUp, Google Workspace, Microsoft 365, Notion, Slack, Trello, Zapier, Zoom, mind mapping, work automation and Generative AI tools. Passionate about emerging technologies including AI, IoT, AR/MR, and Smart Home.

🤝Volunteer Work

Manager, SNCF(Sant Nirankari Charitable Foundation), Vadodara, India (Apr 2021 – Present)
(Formerly Social Media Campaigner for 2 years)

Key Responsibilities & Achievements:

• Led and expanded the Vadodara chapter of SNCF, growing the volunteer team 7X from 5 to 35 members, and streamlining operations for greater impact, demonstrating strong leadership and team-building skills.

• Volunteer Management & Onboarding
  • Established and implemented a structured onboarding process for new volunteers, to ensure engagement and retention.
  • Set up and managed a WhatsApp community with dedicated groups for announcements, instructions, and skit coordination for streamlined communication and better teamwork.
• Operations & Team Structuring
  • Created, Organized and managed diverse teams for key functions, including Operations (Setup, Wind-Up, and Store), Marketing (Social Media), Media (Photography, Videography, and Testimonial Interviews), and Press Briefings to ensure smooth execution of events and projects.
  • Oversaw logistics, planning, and execution of large-scale social service projects across Vadodara.
• Major Community Initiatives & Impact 
  • Humanness Blood Drive: Organized biannual blood donation camps, collecting 1,400+ units of blood.
  • Oneness Vann (Tree Plantation Drive): Planted 1,200+ trees across multiple drives to promote environmental sustainability.
  • Project AMRIT (Lake Cleaning & Water Conservation): Led efforts to clean 6 lakes, restoring water bodies for local communities.
  • International Yoga Day Camps: Coordinated 3 annual camps attended by 500+ participants, promoting health and wellness.
  • Health Checkup Drives: Managed two major health drives, providing checkups to 600+ individuals.
  • Organized multiple city-wide cleanliness drives, fostering civic responsibility.

📜 Professional Credentials

• Certified ScrumMaster (CSM) from Scrum Alliance
• Generative AI for Project Managers from Project Management Institute
• AI for Work and Asana Foundations from Asana
• Certificate in Computing from Indira Gandhi National Open University (IGNOU)

🔠 Languages

• English: Full professional proficiency
• Hindi: Native or bilingual proficiency
• Gujarati: Native or bilingual proficiency
• Sindhi: Native or bilingual proficiency