Summary
Overview
Work History
Education
Skills
Interests
Additional Information
References
Timeline
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Praseed Waghray

Praseed Waghray

Parma,OH

Summary

Serve as a link between the business and it's consumers to build and strengthen relationships, which ultimately helps increase sales and land repeat business. Finding ways to improve the experience and better serve customers, by managing customer satisfaction. Mapping the Journey and meeting the customer's expectations at each touch-point. I am a highly motivated, strategic and creative CRM Manager, my goals are to maximize customer acquisition, customer loyalty and retention through targeted email campaigns and automated flow.

Overview

24
24
years of professional experience

Work History

CRM Associate Manager

Vitamix Corporation
01.2023 - Current
  • Web Personalization (aka Evergage Personalization Studio)
  • Automation (aka Interaction Studio) Development with upkeep (SQL basic queries)
  • Journey Development- Manage the scheduling, testing and deployment of all customer email campaigns
  • Develop an A/B testing roadmap by identifying opportunities (e.g., send time, subject line, copy, content) to maximize results
  • Provide insights back to the Content and Creative teams
  • Collaborate with the design team to create email best practices (e.g
  • Optimizing for mobile)
  • Manage segmentation of email database and personalize campaigns accordingly
  • Work with the Partnerships team to identify tactics for acquiring new email subscribers (e.g., giveaways)
  • Report on data errors and escalate potential issues
  • Lead the integration of campaigns and customer centric use cases in various end-consumer touch points across site, email, call center, SMS and more.
  • Report on customer base dynamics and key CRM metrics to monitor our transformation agenda and help prioritize our CRM efforts towards maximum business impact.
  • Develop CRM methodologies and frameworks to professionalize the CRM function and continuously improve processes
  • Conduct knowledge transfer with internal partners.

HHCC Supervisor

Vitamix Corporation
01.2015 - 01.2023
  • Specialty focus on support to IHH customers and distributors.
  • Privacy Intake for GDPR and CCPA requests (this requires closely working with a variety of departments through SNOW tickets establishing deadlines for tasks to be completed)
  • Monitors metrics, supports and assists the HHCC team in meeting target Key Performance Indicators (KPIs)
  • Interfaces with support staff to resolve escalation calls
  • Investigates, analyzes, coordinates, and tracks complex customer issues.
  • Collaborates with organization leadership to complete special projects including call monitoring, resolving operational issues, supporting Coach Assist team, training new hires, supporting email/social media teams, and researching finance related issues.
  • Supervises the tracking and communication of KPI’s and adjusts team activity, dynamics and performance expectations.
  • Collaborates with Performance Leads on a PIP plan, and reports progress to the Director.
  • Leads team of 10-15 members to create customer relationships for life through feedback sessions to achieve target performance goals.
  • Drives performance through personalized sessions with Individual Development Plan (IDP) discussions, floor coaching, remote listening, and side-by-sides.
  • Supports Supervisors, Managers, Directors, and Human Resources with determining promotions of team members and the selection of new hires.
  • Facilitates the management of staff payroll
  • Assesses coaching, training needs to ensure Customer Care Support for Learning & Development programs that improve overall team performance.
  • Implements the Vitamix Lean Enterprise approach.

HHCS Customer Champion Team Lead

01.2014 - 01.2015
  • Managed all administrative duties UPS World ship requests (PRP label requests both Canadian and US), Delivery Intercept requests (return to sender and change of address UPS
  • Escalations, Customer champion requests, Coach Assist, Training of administrative duties, Hold Shelf
  • Collaborated with contact center support specialists as trainer with training sessions for new employees with AX support and Oracle EBS for HHCC
  • Assisted current supervisors in coaching champions
  • Provided real-time daily management of Care Center workload (Specialty: Coach Assist, Email team, Social Media, Canada requests for repairs, returns, Trade In’s, Tracking,) processing to meet service level and response time targets
  • Managed customer escalations swiftly and effectively as requested
  • Managed elevated requests for the Specialty Social Media team as requested(Facebook, Twitter)

Associate/DHS

Factory Outlet Store
01.2011 - 01.2013
  • Managed store opening and closing duties (Cash Transactions and end of day sales)
  • Assisted with live demonstrations (Preparing demonstrations and assisting with setting up private and public events)
  • Assisted customers in answering detailed questions of about the product and accessories
  • Responded to emails and follow up with customer service requests through Corporate
  • Managed transportation of Vita-mix materials and sales materials to and from the corporate office to the Outlet Store
  • Collaborated with contact center employees to train new on boarding staff at the store and contact center.

Lead Resident Care Manager/ Life Enrichment Manager

Brighton Gardens
Westlake, OH
01.2008 - 01.2011
  • Promoted to Floor Leader within a year of employment
  • Supervised care for residents in REM, Avon Place, and Assisted Living
  • Administered one on one interaction with family members of residents of those neighborhoods
  • Organized and executed social activities (ADL’s) on Brighton Garden’s campus as well as field trips and excursions off campus
  • Recruited potential employees for Brighton Gardens by participating in Career Fairs and Hiring Seminars
  • Trained and Oriented new Resident Care Assistants (Responsible for training others to assume responsibilities using Lead & Learn principles, set high standards for right first time accuracy, and demonstrate a positive work ethic).

STNA

Berea Center for Specialized Care
Berea, OH
01.2000 - 01.2005
  • Supervised care for patients who suffered from Alzheimer’s and Dementia
  • State Certified for STNA training (2000-2005)
  • Managed STNA to ensure patients received proper care

Education

Salesforce Certifications -Salesforce Associate Certifications AI associate Marketing associate Salesforce associate -

12.2024

Bachelors of Science - Chemistry

Gannon University
01.2005

Skills

  • Highly organized (create and maintain spreadsheets, task reminders etc in order to ensure tracking of specific tasks or various types in order to keep projects within an assigned timeline)
  • Detail-oriented
  • Able to juggle multiple responsibilities (balance individual workload, as well as team workload, while managing multiple projects in a fast-paced environment)
  • Thrive in deadline-driven environments
  • Excellent team-building skills (providing information and assistance to directors, managers in a collaborative manner which encourages trust, mutual respect, and shared purpose among team members)
  • Proficient in Computer/Software Skills in MS Word, Excel, PowerPoint, Outlook, AX
  • Versed in GDPR and CCPA compliance rules (support intake for all Privacy requests to Vitamix)
  • Active Listening
  • Team building
  • Scheduling and Coordinating
  • Analytical Thinking
  • Goal Setting
  • Proficient in Salesforce CRM (Service), and Marketing Cloud (Journey Builder, Mobile Connect, Automation Studio, Personalization Studio)
  • Organizational Skills
  • Effective Communication
  • Customer Relationship Management
  • Administration and Reporting
  • Process Improvement
  • Customer Service
  • Brand Management

Interests

Volunteer /Leadership Experience: , Volunteer Work with Vitamix May of 2018 Vitamix Service that Serves 2015 Give Day 2001-2005 Gannon Students interact with Erie community and clean up local parks schools and playgrounds. Mole Day 2005 Gannon Students involve the Erie community with aspects of Chemistry, Biology, and other general Sciences. Praseed Waghray – Page

Additional Information

  • Honors & Awards: , Lambda Sigma - Sophomore Honor Society - Gannon University (2002-2003) Gamma Sigma Epsilon- Gannon University (2004) Honorable Mention (The Ohio Assisted Living Association –Representing the largest number of residential care facilities in the State)- Brighton Gardens

References

References available upon request.

Timeline

CRM Associate Manager

Vitamix Corporation
01.2023 - Current

HHCC Supervisor

Vitamix Corporation
01.2015 - 01.2023

HHCS Customer Champion Team Lead

01.2014 - 01.2015

Associate/DHS

Factory Outlet Store
01.2011 - 01.2013

Lead Resident Care Manager/ Life Enrichment Manager

Brighton Gardens
01.2008 - 01.2011

STNA

Berea Center for Specialized Care
01.2000 - 01.2005

Salesforce Certifications -Salesforce Associate Certifications AI associate Marketing associate Salesforce associate -

Bachelors of Science - Chemistry

Gannon University

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Praseed Waghray