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Sam K. — Mid-Level Operations Manager from Indonesia

Sam K.

Mid-Level Operations Manager

Indonesia 6+ years
Open to offersNew to Platform
Languages
EnglishHindi
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About

Sam J. is a seasoned Leader with over a decade of experience in enhancing business productivity, sales, and customer satisfaction across various sectors. Currently heading business operations at GrannyflatsX, he excels in managing everything from marketing and sales to complex responsibilities such as approvals and construction coordination for granny flat developments in New South Wales. Previously, Sam co-founded CornerStone Digital Steel, where he played a vital role in marketing strategy, operations, and team development across India and the USA. His prior roles at Credence Resource Management and JoyCarts Chauffeurs have honed his skills in project management, CRM systems, and the scalability of business operations. Sam holds an MBA in Operations Management from Dr. D.Y. Patil Vidyapeeth, Pune, and is proficient in multiple languages, which expands his communication prowess across diverse teams.

Experience

  • Head of Business

    GrannyflatsX (Next Gen Granny Flats) · 2024 — Present
    Lead comprehensive business operations across Marketing, Sales, Approvals, Architecture, and Customer Relations for granny flat developments in NSW. Manage the entire project lifecycle from lead acquisition and feasibility to CDC/DA approvals, construction coordination, and handover of the Occupation Certificate. Direct marketing strategy, sales conversion frameworks, pricing structures, and incentive policies. Supervise the CDC and DA approval processes while collaborating with councils, certifiers, architects, and consultants. Implement CRM/ERP systems (Odoo) and refine internal workflows to enhance accountability and customer experience.

  • Co- Founder - COO

    CornerStone Digital Steel · 2021 — 2024
    Develop and implement marketing strategies and prepare investor pitches. Establish core operational modules and build the team in India. Lead the development and hiring of operations, finance, marketing, and sales teams to support company growth across PAN India and PAN USA. Design and execute annual activation, budgeting, and finance operations. Conduct research, analysis, and software testing to update services. Maintain and evaluate monthly Sales Tracker for accounts and targets. Set up Tekla licenses and the necessary cloud infrastructure on Microsoft Azure. Coordinate daily with clients regarding their Requests For Information (RFI). Manage operational tasks for acquisitions in collaboration with the US team, including proposal generation and customer correspondence. Analyze structural and architectural drawings while facilitating communication between clients and the team in India.

  • Debt and Operations Executive

    Credence Resource Management · 2020 — 2021
    Engage in debt collection activities targeting delinquent customers. Utilize strong communication skills, including proficiency in English, to effectively persuade customers to make payments. Conduct probing and information gathering to understand the customer’s situation, which is essential for collection efforts.

  • Operations Lead

    JoyCarts Chauffeurs · 2018 — 2021
    Establish and guide the business from inception. Chart out growth strategies to enhance business performance and profitability. Oversee recruitment, training, management, and development of the team. Implement a strategic business plan to extend the company’s customer base and solidify its presence. Manage teams in Maharashtra and assume responsibility for P&L, leasing, and contracting, along with the travel agent network, to ensure comprehensive business growth. Enhance local branding through social media engagement.

  • Sr Customer Service Lead

    Wipro · 2018 — 2018
    Ensure efficient and seamless processes for end customers based in Australia. Oversee customer experiences by coordinating appointments with technicians and cross-functional teams, ensuring that all documentation is current. Mentor and enhance the skills of the team to meet Key Result Areas (KRA) and Key Performance Indicators (KPI). Develop action plans and perform root cause analyses on underperformance within Customer Process Metrics (CPM). Lead a team of 15 in providing improved products, personalized services, and follow-up support for clients contributing to annual revenue.

  • Sr Customer Service Executive

    Tech-Mahindra · 2016 — 2017
    Manage client-focused relationships, emphasizing an understanding of customer requirements. Build profitable relationships by identifying key personnel and utilizing up-selling and cross-selling strategies. Implement retainer campaigns aimed at existing customers while researching competitor products and activities.

  • Sr Customer Service Executive

    Convergys · 2013 — 2016
    Review and proofread data and statistics submitted by the team for the USA market. Ensure that doctors and hospitals possess the latest information regarding their claims processing. Enhance operational efficiency by monitoring system performance and addressing any issues that arise.

  • Customer Service Executive

    Homeward · 2012 — 2013
    Ensure customer satisfaction by resolving inquiries and managing escalations. Facilitate CRM activities with clients located in the USA.

Skills & Expertise

Customer ServiceSales

Education

  • Master of Business Administration - Operations Management
    Dr. D. Y. Patil Vidyapeeth, Pune · — — 2024
  • Bachelors In Business Management (International Business)
    MIT School of Management, University of Pune · — — 2018
  • Jr. College
    NRI ACADEMY, Board Of Intermediate Education · — — 2011