Operations Manager

Candidate is an experienced CRM specialist with over 4 years of expertise in customer relationship management, campaign execution, and targeted communication. Skilled in managing CRM campaigns, segmenting audiences, and optimizing engagement strategies through data-driven insights. Strong background in automation, KPI tracking, and performance analysis to enhance player experience and drive revenue growth. Experienced in leading teams, coordinating cross-functional projects, and implementing new CRM functionalities to streamline processes. Previous roles in account management involved direct client interaction, onboarding, and resolving client issues through calls and video meetings. Proficient in CRM tools, analytics platforms, and Agile methodologies for efficient workflow management

European University of Armenia / Bachelor's degree, Business Administration and Management

2015 - 2019

CRM Operations Senior Specialist

Industry: IT Services and IT Consulting

Nov 2023 - Present

• Planning campaign roadmaps for various markets in the scope of CRM services.

• Delivering new CRM functionalities through cross-team cooperation and increasing automation processes.

• Creating briefs and aligning stakeholders for efficient execution.

• Setting promo KPIs and monitoring key metrics like open rates and click rates.

• Tracking campaign performance and adjusting strategies accordingly.

• Defining customer communication flows and implementing promotions across channels (SMS, outbound, popup, email, Social Media).

• Presenting CRM updates to internal teams and stakeholders.

• Testing promotions and materials to ensure compliance and excellent user experience.

• Identifying opportunities for revenue growth and resolving problem areas.

• Enhancing the player experience based on CRM insights.

• Keeping up to date with CRM trends and sharing knowledge with the team.

CRM Operations Specialist

Industry: IT Services and IT Consulting

Oct 2021 - Nov 2023

• Participated as a team member in business development services.

• Planned and executed CRM campaigns for various markets.

• Collaborated with cross-functional teams to improve CRM automation processes.

• Created briefs and coordinated with all stakeholders.

• Set and monitored promo KPIs and tracked performance metrics.

• Defined communication flows and implemented campaigns through CRM tools.

• Presented CRM updates to internal teams on campaign progress and targets.

• Tested promotional materials for compliance and usability.

• Identified opportunities for growth and addressed problem areas.

Customer Support Specialist

Industry: Gambling

Feb 2019 - Jun 2019

• Handled customer inquiries through online chat, phone calls, and email.

• Provided product/service-related support, including games and bets.

• Identified customer needs and directed them to the appropriate actions.

• Assisted bet shop employees and transferred calls to relevant departments.

Lead Account Manager

Industry: Information Technology & Services

Jan 2017 - Dec 2018

• Acted as the primary point of contact, building long-term relationships with customers.

• Ensured the timely and successful delivery of solutions according to customer needs.

• Communicated progress of initiatives to internal and external stakeholders.

• Took ownership of new and different requests to enhance department reputation.

• Maintained customer satisfaction through exceptional service.

• Collaborated with internal teams (Sales and IT) to fulfill client needs.

• Managed recruitment, training, and team motivation for account management.

Business Development Specialist

Industry: Information Technology & Services

Jun 2016 - Jan 2017

• Established and maintained new partnerships with foreign clients.

• Wrote professional business letters according to project announcements.

• Managed communication with existing clients and resolved conflicts.

• Built long-lasting customer relationships by understanding their needs.

• Provided clear reporting to senior management.