Sandhya Vijayakumar Email & Phone Number

Auckland, New Zealand

Auckland, New Zealand

Xero serves as an accounting Software-as-a-Service (SaaS) enterprise, supporting the growth and success of small businesses and their accountants and bookkeepers globally. • Effectively investigate and resolve customer support requests by prioritising customers and having excellent product knowledge and technical expertise. • Consistently uphold a high standard of communication and demonstrate exceptional attention to detail while adhering to work standards within a highly compliant environment.• Taking ownership of priority issues and escalating these to stakeholders to ensure the customers are addressed with sensitivity and urgency.FIFA Women’s World Cup 2023 - Secondment Role• Coordinated with Xero team members who handled tickets for their customers across various games in ANZ region. • Generated comprehensive reports detailing all ticket inventory for each match, facilitating meticulous tracking and analysis of our capacity utilisation in comparison to consumption rates.• Utilised the guest management platform 'SponsorWorks' to proficiently oversee guest communications and meticulously monitor and manage the registration process.

Auckland, New Zealand

• Working closely with the client on process updates and optimising workflow for a team of 20+• Consistently meeting targets set for each month, exceeding targets for the busy summer period, and being recognised as the employee of the month in November 2021• Coaching and training new and existing team members on product knowledge, customer success, client expectations, and quality.• Build and manage a knowledge base for all procedure documents and products• Applying problem-solving skills to handle escalations using appropriate channels

Bengaluru Area, India

• Supervise the operations team of 15 and act as a key resource in coordinating design, event websites, communication channels such as social media and emails, and customer support• Being a key coordinator for an external technology team helping in building a robust customer-facing registration platform tailoring to the needs of an event organiser• Track and analyse data on registrations and revenue for an event organiser- pre and post-events, and develop plans for growth in registration numbers year-on-year.• Coach and train the team on deliverables

Bangalore

• Building strong client relations, and driving business opportunities right from the sales pitch to invoicing and closure• Facilitate project conceptualization, planning, and execution between operations and the creative team to deliver a high level of service to the clients• Create, manage, track and reconcile all international and local events and program budgets to maximise deliveries

Bangalore

• Manage content for HelloTV as a D2C portal and parallel manage content for the operator portals: Vodafone, Idea and BSNL• Handle a team of 11 full time resources who help in content operations – Operator Content Managers, Copy Editor and Channel Programmer• Curating the best of content based on following current trends for an audience base to manage high engagement on the portal• Coordinating with the tech team in improving and implementing platform features to best suit the need of the portal• Optimizing the portal by using SEO tips and techniques to drive organic traffic• Setting up an QC editorial team to overlook the quality and performance of content going live• Manage multilingual and geo based portals for 8 locations giving a local flavour • Manage promotional push notifications for app users and social media updates on trending topics• Manage channel programming for a cable network client. Successfully rolled out 4 entertainment channels and managed advertisements.

Bangalore

• Worked on different operator VAS offdeck portals with in-house products• Responsible for delivering enhancement requirements to the platform as part of the content ops team, ensuring the platform features are best used to help faster turnaround time in content delivery• Manage content distribution and content management with external partners such as Ditto by Zee, PMV for in-cab entertainment, Samsung Fan Club, VuClip etc.• Lead a team of 3 people who assisted in managing the content updation and distribution to various channels• Programmed 40 in-house ad free channels for monetization and distribution across all platforms

Bangalore

• Work on various forms of Mobile VAS Platforms like Games, Applications, videos, movies, LiveTV etc. • Managing deadlines for promotions of event based campaigns• Coordination with the tech in resolving portal related issues and timely updates• Managing a database of the acquired content and reviving content based on requirements• Interaction with vendors on content procurement and looking out for vendors for possible business• Build and train 5 new employees on the platform and portal processes• Catering to the content needs of the operator portals on all VAS activity

Bachelor’S Degree, Computer Science, Mathemeatics, Electronics

B.Sc. - Computer Science, Mathematics & Electronics

High School, Science