Reeja Susan Kurian
Bur Dubai,United Arab Emirates
Summary
Commercially aware, customer-oriented, passionate professional offering 10-year multifaceted Health care experience. Proficient in creative product content writing for e-commerce with charismatic management of a team of four members to develop customized imagery, SEO-rich engaging A+ content, upsells & cross-sells, meta tags thereby increasing average order value, search visibility and enhance the user experience.
Overview
10
10
years of professional experience
Work History
Assistant Manager - Catalogue Management
My Aster Website & Mobile application
Dubai , United Arab Emirates
2022.04 - Current
- Launched 8500+ new products to the Non-Pharmaceutical e-commerce catalogue featuring keyword rich product descriptions, specifications, coordinating In-house product photography and adding high quality visuals.
- Managed new product line content life-cycle and existing 18000+ listed products, employing precision and creativity to continuously improve user experience and footfall.
- Uploaded engaging, informative, SEO-Friendly content to e-commerce website in best interest to attract many more customers and contribute to revenue.
- Strengthened e-commerce category re-building through category planning and restructuring as well as delivering trending categories in the website mega menu especially in Beauty and Nutrition categories like Conscious Beauty, Sustainable Nutrition etc.
- Initiated Frequently bought together / FBT, Product page highlights, Rich media on PDP, Upsell / Related products, meta-tagging for products, Prescription only medication listing with exclusive item creation templates.
- Maintained online excel trackers to capture data and resolve the voids in Product listings as per market trend.
- Devised creative strategies for highlighting products and promoting specific attributes for smooth navigation.
- Advised writers routinely on listing an optimum mix of products which includes prioritized Top Performer variants, On-boarded market popular new additions, FM-CG products focusing on Health & Wellness.
- Collaborated internally to merchandise, improve product page design and highlight best selling products to contribute towards revenue growth.
- Compiled and reviewed product & catalogue performance based on weekly revenue sell-out reports as well as evaluated staff performance on product listings.
- Coordinated with external vendors for product listing related requirements and guided them to business.
- Conducted Website Quality Check of product content to maintain upgraded content and images promptly.
Senior Executive
7 months - Aster Online
Dubai , United Arab Emirates
2021.09 - 2022.03
- Created and reviewed optimized website content contributing to the Non-Pharmaceutical Catalogue.
- Inspected the quality aspects of product content and catalogue performance.
- Provided customers with outstanding service, quick resolutions, extending relationships for future business opportunities.
- Internalized customer voice, shaping operational changes to reflect customer needs and fluctuations to external markets.
- Employed root cause analysis to identify and resolve operational issues, resulting in reduced disruption.
- Maintained smooth operations through careful management of office workflow and HR functions including staff training.
- Supervised & championed upward feedback to empower staff in professional training and development.
- Created weekly and monthly reports to rectify the operational challenges.
Customer Experience Executive
2 years 11 Months - Aster Online
Dubai , United Arab Emirates
2018.11 - 2021.08
- Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues & offered detailed product and service advice based on customer needs.
- Single-handed management of Business WhatsApp Chat, Emails and outbound calls for short time period and contributed to team growth.
- Resolved complaints with proactive problem-solving and analysis.
- Expertly de-escalated objections and disputes, handling professionally and efficiently to maintain customer satisfaction.
- Improved company processes by analyzing customer feedback and service trends.
- Responded quickly to email and live chat requests, offering prompt solutions and queries to maintain customer satisfaction.
- Coached team to handle calls while delivering on company goals.
Licensed Retail Pharmacist
2 years - Aster Pharmacy
Dubai , United Arab Emirates
2016.10 - 2018.11
- Received prescriptions and checked against medical histories, safeguarding patient health and safety.
- Reviewed physician orders to assess prescription accuracy and safety. Advised patients on drug incompatibility and contraindications, minimising likelihood of ill effects.
- Educated patients on optimal dosage, methods of administration and drug compatibility prior to dispensing medications. Provided patients with pamphlets and verbal instructions about taking, handling and storing medications.
- Supplied non-prescription medicines, diagnostic and therapeutic aids, providing advice to customers on effective usage.
- Established clear and effective customer service policies to increase satisfaction, pharmacy loyalty, footfall and total revenue.
- Trained and mentored junior pharmacy staff to increase team productivity and efficacy.
Licensed Hospital Pharmacist
3 years - Muthoot Healthcare Private Ltd
Kozhencherry, Kerala , India
2013.05 - 2016.10
- Compounded and dispensed medication and other pharmaceutical preparations in compliance with legal, ethical and professional standards of pharmacy practice.
- Dispensed and procured medicinal products and supplies used in hospital setting, guaranteeing accuracy.
- Supervised and maintained records of all pharmacy transactions and Verified safety and accuracy of physician orders, maintaining high quality of practice.
- Responded to queries regarding dosages, indications and drug availability. Monitored and counselled chronic disease patients, maximizing treatment efficacy.
- Managed stock, ordering supplies of medicines within the time-frame. Ensured safe and secure storage of all medicines and hospital supplies.
- Directed 15 technical staff providing high-quality medication advice and patient counselling.
Education
Master of Business Administration - Health Care
Muthoot College of Management Studies
Kozhencherry, India05.2015
Bachelor of Science - Pharmacy
Pushpagiri College of Pharmacy
Perumthuruthy, Tiruvalla, India04.2013
KEY HIGHLIGHTS
- #creative content #content writing #category building #category mapping #e-commerce upsell #e-commerce cross sell #product attributes #assortment planning #revamping product pages #meta descriptions #meta title #search engine optimization #user experience #team building #fact checking #plagiarism detection #keyword research #blog writing #competitor research #online content creation #UAT testing
Skills
- C-suite communication
- Customer Insights
- Creative solutions
- Subject Matter Expertise
- Emotional intelligence
- Mentoring and training
- Teamwork and collaboration
- Extra-mile customer service
TECHNICAL SKILLS
- MS Excel
- MS PowerPoint
- MS Teams & Outlook
SOFTWARE EXPERIENCE
- Martjack (Capillary Technologies)
- HCL Commerce / CEBS
- Microsoft AX Dynamics
- Microsoft Power BI
- Retail POS
- Magento
- Filezilla Client
- Hermes
- Mediware
Rewards & Recognition
- Best Outgoing Student Award 2008-12, Pushpagiri Medicity
- Member of Scientific Committee, Pushpagiri Medicity
- Editor of Hospital Drug Formulary, Muthoot Health Care Private Ltd
- Aster Ambassador Award 2019, Aster Online
- Game Changer, Operational Excellence Award 2023, Aster Online & MyAster
Accomplishments
- Empowered a team of four staff members to create high quality new product content for the website.
- Doubled the rate of new product uploads to the catalogue
- Supervised a team of three staff members to handle calls and provide quick resolutions.
- Created standard customer email templates and call back etiquette for the team.
- Achieved 30 minutes turnaround time & 90 percent customer satisfaction in attending & resolving major customer grievances.
PERSONAL DOSSIER
- DOB: 20.04.1991
- Nationality: Indian
- Passport No: M9805520
work values
- Loyalty
- Respect
- Teamwork
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Assistant Manager - Catalogue Management
My Aster Website & Mobile application
2022.04 - Current
Senior Executive
7 months - Aster Online
2021.09 - 2022.03
Customer Experience Executive
2 years 11 Months - Aster Online
2018.11 - 2021.08
Licensed Retail Pharmacist
2 years - Aster Pharmacy
2016.10 - 2018.11
Licensed Hospital Pharmacist
3 years - Muthoot Healthcare Private Ltd
2013.05 - 2016.10
Master of Business Administration - Health Care
Muthoot College of Management Studies
Bachelor of Science - Pharmacy
Pushpagiri College of Pharmacy
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