Ramin Adnani
West Hills
Summary
With over 25 years of experience in account management and senior operations roles, consistently leading business operations, client services, and strategic growth in both direct marketing and startup environments. Successfully managing key accounts, driving client retention and fostering long-term relationships that contribute to recurring revenue and business expansion. Expertise lies in aligning operational excellence with customer success through collaborative leadership, process innovation, and service optimization. Proven track record of managing cross-functional teams, implementing enterprise solutions, and guiding organizations through periods of growth and transformation.
Overview
22
22
years of professional experience
Work History
Vice President of Operations
River Direct, Inc.
06.2018 - 11.2024
- Served as a key member of the Executive Leadership team for a startup company, contributing to strategic decisions that indirectly impacted client relationships and overall business growth
- Oversaw the Operations Team, including Account Management, providing leadership and guidance to ensure effective client service delivery and satisfaction
- Managed critical Traffic and Tracking of 800+ TV stations for client campaigns, ensuring accurate execution and delivery of their marketing initiatives
- Led the Operations Team responsible for delivering 200+ tapes weekly for 25+ DR clients, highlighting meticulous attention to detail and commitment to meeting client deliverables
- Increased Vanity Department revenue by 25% through effective marketing material, demonstrating an understanding of how operational improvements can directly drive client success and business growth
- Successfully built relationships with internal & external stakeholders, fostering a collaborative environment crucial for effective client management
- Built the organization’s focus on customer service and continuous operational productivity, establishing a client-centric culture within the operations team
Vice President of Client Services
CallSource
06.2015 - 06.2018
- Provided strategic leadership to a team of 20+ Account Managers, Client Support Specialists, and Business Advisors, driving revenue growth and ensuring exceptional service for a diverse portfolio of B2B clients
- Significantly improved key performance indicators, including a 15% overall revenue increase through enhanced training programs and reducing client cancellations to below 2% by implementing proactive retention strategies
- Developed and executed strategic account plans for key B2B clients, fostering long-term partnerships and aligning with their business objectives, while also directing data-driven retention and growth initiatives for the Account Management team
- Cultivated strong relationships with existing and prospective B2B clients, securing recurring revenue streams and empowering the Account Management team to achieve significant monthly increases in new sales
- Led the successful implementation of Salesforce CRM and a new compensation plan to optimize client management, improve team motivation, and drive both upsells and client retention within the B2B customer base
Director of Client Services
CallSource
12.2013 - 06.2015
- Managed a team of Account Managers responsible for a portfolio of 400+ B2B accounts across various industries, focusing on delivering high-quality service and achieving client satisfaction
- Drove a 10% revenue increase through proactive client engagement and implemented strategies that reduced client cancellations to below 3% by enhancing client experience and providing valuable resources
- Improved and maintained a 98% satisfaction rate on SLAs by streamlining processes for inbound client requests, ensuring efficient and effective service delivery to B2B clients
Vice President - Customer Service, Order Processing & QA and Dev.
Sylmark/Ideal Living Management
06.2002 - 09.2012
- Spearheaded significant improvements and cost efficiencies in global customer service operations across India, Mexico, and the Philippines, including upgrading critical providers (25% cost reduction) and implementing a 24/7 cloud-based telecommunication system with enhanced reporting
- Drove substantial revenue growth in the aftermarket business (nearly 50%) by developing targeted training, marketing initiatives, and incentive plans for both new and existing products
- Directed the design, implementation, and management of a new CRM/Order Processing system, ensuring seamless integration with existing infrastructure and overseeing its rollout, QA, and ongoing maintenance
- Streamlined order processing infrastructure that handled over 12 million transactions (approximately $1.5 billion in sales over 6 years) and automated key routines, resulting in a 50% reduction in staff and associated back-office costs
- Ensured operational compliance by standardizing and implementing all FTC & FDA regulations and procedures, while also leading the successful processing of high-volume flash sale campaigns with major media outlets
Education
GED -
Santa Monica College
Santa Monica, CA06-1994
Skills
- Client relationship management
- Client relationship management
- Proficient in cross-selling
- Pipeline oversight
- Contract management
- Strategic forecasting
- Cross-functional team collaboration
- Improve operational productivity
- Leadership development
- Long-term strategic planning
Websites
Languages
Persian (Farsi)
Full Professional
Timeline
Vice President of Operations
River Direct, Inc.
06.2018 - 11.2024
Vice President of Client Services
CallSource
06.2015 - 06.2018
Director of Client Services
CallSource
12.2013 - 06.2015
Vice President - Customer Service, Order Processing & QA and Dev.
Sylmark/Ideal Living Management
06.2002 - 09.2012
GED -
Santa Monica College
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