Shivani Gupta
152 Blackstone Dr, San Rafael,CA
Summary
Results-driven business leader with 12+ years of experience in operational excellence, strategic growth, and revenue maximization. Proven expertise in leading large teams, managing multi-million-dollar budgets, and leveraging technology to optimize performance. Adept at aligning technology with business goals to boost efficiency, cut costs, and achieve measurable results.
Overview
21
21
years of professional experience
Work History
Director of Strategy & Operations
Call Trader
Corte Madera, CA
02.2020 - Current
- Spearheaded strategic initiatives that resulted in 347% increase in portfolio growth and 23% rise in operational efficiency
- Manage an $18 million budget, optimizing resource allocation to enhance ROI and reduce customer acquisition costs
- Lead a team of 8 managers and 260 frontline agents across multiple call centers, driving performance management and service excellence
- Partner closely with publishers and affiliates to execute and optimize advertising campaigns.
- Implement advanced AI technology solutions, increasing call quality and conversion rates through smart conversational messaging
- Collaborate with product development teams to integrate client feedback, leading to successful new product launches
- Oversee strategic project planning, resource allocation, and execution to ensure timely delivery and alignment with business goals
- Drive continuous improvement by evaluating and enhancing business processes, leading change management efforts, and establishing KPIs to measure success.
Digital Account Manager
Tiburon Media Group
Tiburon, CA
08.2016 - 02.2020
- Managed high-volume accounts generating over half a million dollars in monthly revenue
- Optimized digital ROI for clients through campaign management, multivariate testing, and workflow improvements
- Developed and executed digital strategies in collaboration with cross-functional teams, resulting in enhanced client outcomes
- Led data analysis and reporting initiatives, providing actionable insights to improve campaign performance and client satisfaction
- Partnered with programmatic teams to optimize campaign performance across RTB platforms, ensuring KPI fulfillment.
Head of Operations
Silicon Biztech
Gurgaon, India
07.2006 - 02.2010
- Led operations for a 130+ FTE team, achieving a 200% productivity growth
- Served as the primary client contact, ensuring alignment between client needs and operational execution
- Developed and implemented a Knowledge Management portal to streamline process documentation and training
- Managed Call Quality Assurance Teams, driving improvements in training, quality assurance, and performance management.
Manager Business & Resources
ASPL Solutions (P) Ltd
Noida, India
11.2005 - 07.2006
- Headed the BPO wing, reporting directly to the CEO
- Coordinated across departments to ensure seamless process execution and quality control
- Led initiatives for process improvement, resource scheduling, and team management, contributing to overall business growth.
Team Leader - Operations
Espire Infoserve (P) Ltd.
New Delhi, India
10.2004 - 10.2005
- Led a pilot project for Australian telecom sales, managing a team of 18 associates and driving significant revenue growth
- Oversaw a team of 25 FTEs in generating revenue for US mortgage clients, focusing on campaign management and quality assessment.
Senior Customer Care Executive
PCL
New Delhi, India
11.2003 - 10.2004
- Played a supervisory role, managing customer profiles and follow-up calls in a US-based outbound sales process
- Exceeded quality and customer satisfaction goals, contributing to customer retention and brand integrity.
Education
Master of Business Administration - Finance
ICFAI Business School
Hyderabad01.2010
Bachelor of Commerce -
Delhi University
Delhi01.2007
Skills
- Strategic Planning & Execution
- Partner Relationship Management
- Digital Marketing Campaign Analysis
- Cross-functional Leadership
- Data-driven decision-making
- Operations Management
- Performance Improvement & KPI Management
- Portfolio Management
- Revenue Growth
- Business Process Improvement
- AI & Technology Integration
- Market Research
References
References available upon request.
Timeline
Director of Strategy & Operations
Call Trader
02.2020 - Current
Digital Account Manager
Tiburon Media Group
08.2016 - 02.2020
Head of Operations
Silicon Biztech
07.2006 - 02.2010
Manager Business & Resources
ASPL Solutions (P) Ltd
11.2005 - 07.2006
Team Leader - Operations
Espire Infoserve (P) Ltd.
10.2004 - 10.2005
Senior Customer Care Executive
PCL
11.2003 - 10.2004
Master of Business Administration - Finance
ICFAI Business School
Bachelor of Commerce -
Delhi University