Urvashi Rupareliya
Berlin
Summary
Driven by a passion for creating and growing successful businesses. Customer-focused Operations Leader with over 10 years of experience in enhancing client satisfaction and retention. Skilled in onboarding, training, and support to drive product adoption and customer success. Proven ability to build strong client relationships, identify growth opportunities. Strong analytical and problem-solving skills, committed to continuous improvement and achieving business goals.
Overview
10
10
years of professional experience
2
2
Certifications
Work History
HEAD OF OPERATIONS
Shree Sai Trading Ltd
10.2023 - Current
- Oversaw a team of 20+ employees, managing daily operations and ensuring optimal resource allocation
- Streamlined operations processes, reducing response time by 30% and increasing efficiency
- Led team to achieve 95% client satisfaction ratings through proactive engagement and support.
- Facilitated cross-functional meetings to discuss customer feedback and align on action plans for improvement.
- Developed and implemented customer success strategies, significantly reducing churn rates by 25%.
MANAGER OPS - BUSINESS SSP SIDE
VERVE GmbH
01.2021 - 09.2023
- Negotiated and maintained relationships with key Clients, ensuring consistent inventory and favorable pricing terms
- Managed and grew a portfolio of key business supply accounts, resulting in increased revenue and customer satisfaction
- Coached and mentored junior team members, regularly assessing knowledge and skills gaps and implementing corrective action.
- Coordinated with IT department to upgrade systems, enhancing operational efficiency by 25%.
- Drove sales growth of 18% in one financial year by implementing innovative marketing strategies.
PROJECT MANAGER
Applift GmbH
01.2018 - 12.2020
- Led and motivated project team to meet and exceed project KPIs
- Optimisation of work processes for Campaign production for RTB
- Spearheaded initiatives to improve processes Agile methodologies to prioritize tasks, resulting in a 15% increase in team efficiency.
- Closely working and reporting to CEO
- Led cross-functional teams to successfully deliver multiple complex projects on time and within budget
HEAD OF OPERATIONS
TVSmiles GmbH
08.2014 - 12.2017
- Responsible for Customer Care, Marketing, Ad-Operations and Office management department
- Led 20+ Team, fostering a culture of innovation and continuous improvement
- Close collaboration with Department Heads for optimal Team Performance
- Led strategic planning initiatives, resulting in a 15% increase in annual revenue and market expansion.
- Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
Education
MASTER OF SCIENCE - Biotech & Businees
Bangalore University
BACHELOR OF SCIENCE -
SGNU University
Skills
Leadership and People Operations
Customer Relationship Management
Business development
Project Management
Strategic planning
Process improvement
Performance evaluation
Data analysis
Operational Excellence
Certification
Management 3.0 certified
Timeline
HEAD OF OPERATIONS
Shree Sai Trading Ltd
10.2023 - Current
MANAGER OPS - BUSINESS SSP SIDE
VERVE GmbH
01.2021 - 09.2023
PROJECT MANAGER
Applift GmbH
01.2018 - 12.2020
HEAD OF OPERATIONS
TVSmiles GmbH
08.2014 - 12.2017
MASTER OF SCIENCE - Biotech & Businees
Bangalore University
BACHELOR OF SCIENCE -
SGNU University
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