Shanu Kumar

Operations Associate

Delhi, India4 yrs 2 mos experience

Most Likely To Switch

Key Highlights

4+ years of experience in operations and customer service.
Currently pursuing advanced digital marketing certification.
Expertise in stakeholder management and process optimization.

Stackforce AI infers this person is a Digital Marketing and Operations Specialist with a strong focus on customer service.

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Skills

Core Skills

Operations ManagementCustomer Service

Other Skills

Customer Relationship Management (CRM)MultitaskingProblem SolvingMS Reporting ServicesHandle Confidential InformationOnline MarketingMarketing Campaign StrategiesCampaign AnalyticsInsurance OperationsEmail MarketingConsultative SellingDigital Marketing CommunicationsPaid Media StrategyPlanning Budgeting & ForecastingReturns Management

About

Passionate about driving business growth through a blend of operational excellence and digital marketing strategy. With 4+ years of corporate experience as an Operations Executive in MNCs, I have built strong expertise in stakeholder management , process optimisation, and data-driven decision-making. Currently pursuing an Advanced Certificate in Digital Marketing (UpGrad x MICA), I’m expanding my skill set into Meta ads, SEO, SEM, social media marketing, campaign management, and performance analytics. My goal is to merge my operational know-how with digital marketing expertise to deliver measurable results — from streamlined workflows to impactful campaigns. Specialties: Operations Management • Digital Marketing Strategy • Campaign Planning & Execution • Search Engine Marketing • Social Media Advertising • Analytics & Reporting

Experience

Admiral solutions

2 roles

Insurance Underwriter

Jan 2024 – Present · 2 yrs 3 mos · Hybrid

As an Operations Executive at Admiral Solutions, I handled UK customer inquiries using Guidewire, Genesis, and LivePerson, managing multiple live chats simultaneously for efficient query resolution. I also oversaw email communication and collaborated with internal teams to streamline processes and enhance customer satisfaction.

Customer Relationship Management (CRM)MultitaskingOperations ManagementCustomer Service

Insurance Underwriter

Jan 2024 – Present · 2 yrs 3 mos · Hybrid

Resolved customer queries for UK-based Admiral Group clients. Worked on policy/payment tasks via Guidewire Billing Center. Used Genesis, LivePerson, and email/chat systems to deliver live support. Maintained 99.87% accuracy in live chat interactions. Collaborated with underwriters and ensured data accuracy. Used MS Excel for reporting and operations documentation.

Tech mahindra

2 roles

Operations Representative

May 2022 – Nov 2023 · 1 yr 6 mos

As a Customer Support Representative, I assisted customers via chat and email using Gnatta, resolving inquiries, managing multiple chats, and providing accurate product information. I ensured order updates, handled returns, and built strong customer relationships to drive repeat business.

Problem SolvingCustomer ServiceOperations Management

Operations Executive

May 2022 – Nov 2023 · 1 yr 6 mos

Supported e-commerce customers via chat and email. Handled high-volume multi-chat sessions efficiently. Managed order tracking, returns, and escalations. Delivered proactive solutions based on customer needs.

Concentrix

Operations Executive

Aug 2021 – Jan 2022 · 5 mos

Delivered top-tier customer service through active listening. Handled sensitive customer data with confidentiality. Resolved issues on first contact and recommended service plans.