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1. Bhavin Rana
Championing customer-centric strategies through various
campaigns and managing the overall branding aspect; targeting
assignments in Digital Marketing & Customer Services with an
organization of high repute, preferably in Mumbai
+91 9769247987
ranabhavin89@gmail.com
Mumbai, India
Profile Summary
 Competent, aspiring & enthusiastic professional, offering 9.5 years of
a unique blend of experience; excellent at driving customer-centric
functions along with creative digital campaigns ideas
 A specialist in customer service & operations with experience in
Customer Lifecycle Management, Customer Experience & Delight,
 Excels in ensuring and aligning team to deliver a premier customer
experience for all customer interactions and meet all Key
Performance metrics
 Rich experience of implementing and managing marketing campaigns
for clients based out of US & Canada for their products and/or services
 Possess a passion for solving customer issues, great customer service
and advocacy skills, accurate & logical problem solving skills and the
ability to work in a fast paced, change oriented environment
 Expertise in driving campaign provision, mapping keywords and
ensuring ads, keywords and landing pages are in alignment with the
campaign; measuring the success through various metrics such as
High Click-Through Rate (CTR), Cost Per Click (CPC/CPV) and Cost Per
Lead (CPL/CPA)
 Possess a clear & comprehensive understanding of key Search Engine
Marketing (SEM) technologies and systems to manage campaigns
(Facebook, Google AdWords, Bing Ads Center, SalesForce)
 Effective leader with excellent motivational skills to sustain growth
momentum while motivating peak individual performances in the
organization
Career Timeline
Core Competencies
IT Skills
 MS Office and Windows OS
Education
Pursuing MBA (Marketing) from
Welingkar
M.Com. from Mumbai University
B.Com. from Mumbai University
SAP Certified
Work Experience
Since Jul’19 Elever Sports Pvt. Ltd.
Customer Service & Marketing Manager
Key Result Areas:
 Managing the customer service and the customer experience
 Ensuring that the entire procedure from the purchase to after-sales is an enjoyable ride for the customer
 Improving the skill set of the customer team as they are young and grooming them for better customer service
 Promoting the product by creating campaigns on Google AdWords, Facebook, Amazon, and Instagram
 Monitoring the campaigns for the scope of improvement and for also promoting the product online
 Engaging with the various influencers across various channels to help promote the product
Building an MIS Tool which can help to monitor the process
Stakeholder Management
Campaign Management
Branding
Team Management/ Training
Customer Experience & Delight
Social Media Marketing (SEM)
Operations Management
Customer Service
Digital Marketing
Jun’11 –
Dec’13
Dec’13 –
Dec’15
Jan’16 –
Jun’17
Jul’17-
Jul19
Jardine Lloyd
Thompson
Integreon
Managed
Solutions
WNS Global
Services
ReachLocal
Services Private
Ltd.
Elever Sports
Pvt. Ltd.
Since
Jul’19

2. Jul’17 – Jul’19, ReachLocal Services Private Ltd.
Analyst (Digital Marketing)
Key Result Areas:
 Led Campaign Provision: Set-up of initial campaign bidding, publishers, and directory categories
 Developed comprehensive keyword lists and mapping keywords to ad groups and landing pages
 Performed retention of client advertising accounts through active campaign management & execution of consistent
customer focus for US and Canada based Clients
 Executed management & analysis of digital advertising campaigns to satisfy client expectations for various
performance metrics such as High Click-Through Rate (CTR), Cost Per Click (CPC/CPV), and Cost Per Lead (CPL/CPA)
 Gained proficiency & mastery of key Search Engine Marketing (SEM) technologies and systems to manage campaigns
(Facebook, Google AdWords, Bing Ads Center, SalesForce)
 Modified Live Campaign on Google AdWords and Bing Publisher to optimize the performance of the campaign
 Resolved & troubleshot issues impacting campaign performance and communicated with Campaign Consultants to
clarify & make recommendations
 Executed analysis & adjustment of keywords & ad groups for running campaigns to optimize campaign performance
 Built & maintained rapport and developed relationships with Campaign Support Teams globally
Jan’16 – Jun’17, Integreon Managed Solutions
Specialist
Key Result Areas:
 Administered the projects submitted from various clients and worked as a Project Coordinator between client and
internal team members
 Reviewed project requirement & timelines provided by the client and performed resource check and developed a
daily report of the work done & pending work and shared it with the management
 Conducted Time Estimation for the submitted project and scheduled breaks for internal team members based on
workload
Dec’13 – Dec’15, Jardine Lloyd Thompson
Data Assurance Service Team (JLT Pune)
 Provided leadership to a transitioning team to the UK also migrated the process to a new site in Pune
 Secured the HMRC and the admin records updated with the difference before the closure of the HMRC and
coordinated with UK stakeholders to ensure new innovative and successful ways to work
 Assisted new trainees with queries and conducted daily process training sessions and led quality checks as per the
quality benchmark set by the stakeholders
 Certified Bronze Technician in the Pension Department and Performed of the Month Apr’14
DA NICO Team (JLT Mumbai)
 Amended the member personnel records as per the request sent and interacted with HMRC in the order to update
the state pension
 Managed the referrals to ensure minimum dependency on the UK Clients and ensured the deadlines for completion
of the cases
 Administered weekly calls with UK clients regard to new updates in the process
 Led work within specified turnaround times, weekly calls with UK clients with regards to new updates in the process
 Made sure that all statutory and company regulations are followed while processing work to protect clients,
colleagues, and the business interests of the company
Jun’11 – Dec’13, WNS Global Services
Customer Support Advisor for British Gas
 Provided email resolution to client’s queries and resolved client complaints and also interacted with clients and
onshore departments on the phone
Training Support
 Assisted new trainees with queries and conducted daily process training sessions and executed quality checks as per
the quality benchmark and managed the daily performance of the teams in absence of the trainer

3. Webchat Expert
 Worked as a part of the pilot batch team for the Webchat Process and supported new trainees with queries and
conducted daily process training sessions
 Performed quality checks as per the quality benchmark set by the stakeholders and monitored the daily performance
of the team during the absence of the manager
Offshore Advocate
 Resolved stage 1 escalations & complaints and provided an end-to-end resolution to customers
 Coordinated with onshore, offshore departments, other utility distributors, and transporters for speedy resolutions
 Ensured adherence to the compliance standards set by the industry watchdog (Ofgem)
Highlights:
 Achieved Best Promoter Score for Apr’12
 Received Shining Star Award for the Quarter January - Mar’13
PERSONAL DETAILS
Address : English, Hindi & Marathi
Date of Birth : 30th
November 1989