Hello, World.

I'm Monish Tolaney

Digital Marketer Search Engine Optimizer Customer Service Manager E-Commerce Operations Manager Service Quality Manager Cryptocurrency Trader

More About Me

Let me introduce myself.

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A seasoned e-commerce leader and synergist with extensive knowledge and 15+ years of experience in achieving next – level operations in multi-industry environments. Currently specializing in acquiring and delivering end to end travel destination management to clients traveling the world. I enjoy other activities such as Sports, Traveling, Trekking, Networking.

  • Full Name: Monish Tolaney
  • Birth Date: 13 December 1976
  • Job: Digital Marketer, Search Engine Optimizer, Customer Service Manager, E-Commerce Operations Manager, Service Quality Manager
  • Email: monisht@gmail.com
  • Mobile: (+91) 98331 86162


I have 10+ years experience specifically in the E-commerce industry managing the Customer Service Operations and Quality Management. Have worked for companies like Flora2000.com, Inkfruit.com and Times of India Group managing their magazines subscriptions portal (mags.timesgroup.com). My experience helped me gain in-depth knowledge of the E-commerce industry right from inception of a website to the Process Flow and Inventory/Order Management, day-to-day Operations and site health and eventually Customer Service aspects. Since last 5 years I am into travel business specialising in Domestic and International tour packages.

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More of my credentials.

Work Experience


January 2015 - Present

ExtraEdge Multiservices Pvt Ltd. (previously 360 Degree Broking Pvt Ltd.)

Company diversified into multiple verticals (Real Estate, Finance, Holiday Packages, Logistics)

  • Developing the business of the company through various offline and online channels of marketing.
  • Increased business leads via Digital Marketing campaigns through Google Adwords and Social Media Marketing (SMM).
  • Tie up with Destination Management Companies and Tourism Boards across the world to promote their destinations.
  • Develop new marketing strategies to quickly capitalize on trends and social media.
  • Improved profit margin by sourcing new vendors and negotiating favorable contracts.
  • Implemented new quality assurance initiatives to increase product reliability and customer satisfaction.
  • Set up the process flow to ensure smooth functioning of the Logistics vertical between Amazon Vendors (PAN India) and FedEx Couriers.
  • Established employee operations guidelines to standardize procedures

Deputy Manager – Results and Marketing Dept.

July 2011 - December 2014

Bennett, Coleman & Co. Ltd. (Times of India Group)

Managing the Magazine Subscriptions for all BCCL and WWM publications through online and offline channels.

  • Managing the content management, order flow, payment gateway settlement and online queries of the magazine subscriptions website mags.timesgroup.com
  • Providing inputs to the Technical team on website development and designing.
  • Co-ordinating with branches at all India level on the smooth transition of order flow in the system.
  • Managing SAP transactions related to the website.
  • Handling Customer Relationship Management of online customers for all web partners which include Indiatimes and Indiamags.
  • Managing Digital development web and social media.
  • Co-ordinating with affiliates like Axis Bank, Kingfisher, British Library, Jet Airways etc to promote exclusive offers for their customers on our website.
  • Working with web analytics suites including Google Analytics, Site Catalyst.
  • Familiarization and exposure to Web, Mobile, Social Media and other digital technologies.
  • Knowledge and Experience on:
    Social Media
    Facebook/SNS applications and integration Social Listing
    Single Sign On
    Search Engine Optimization

Customer Delight Manager

December 2010 - June 2011


Apparels Company into designing and printing of graphic t-shirts, mugs posters, laptop skins. Also have offline presence in various malls all over India.

  • Setting up the Customer Delight team right from recruitment to implementation of processes and policies.
  • Drafting processes as per company policy.
  • Acquiring affiliates and co-ordinating with them till listing and payment stage.
  • Co-ordinating with various suppliers and service providers to ensure optimum service delivery levels.
  • Analyze daily sales (category-wise) and provide inputs on promotion and marketing to the Management.
  • Ensure that dispatches are promptly executed within the set timelines.
  • Overall responsibility for customer interaction leading to customer delight.
  • Conducting Training & Development programs to ensure quality performance.

Ecommerce/Online Marketing/Customer Service Consultant

Febuary 2010 - November 2010


Ecommerce Professional with experience in developing and implementing marketing strategies, to set up and promote businesses and products via the Internet.
Provided consultancy regarding website development, set-up, operations, customer service and online marketing to the following:

  • Hotel KNI, Bhutan
  • Plush Plaza
  • India Gift Delivery

Assistant Manager - Customer Service

May 2004 - June 2005 & March 2006 - June 2010

Orios Limited (Flora2000.com)

Luxury Online Floral retail company delivering flowers all over the world through a network of florists in 188 countries.

  • Supervision of a staff of 15 representatives within the Customer Service department.
  • Handling operations for the whole of Asia, Europe and North America in terms of Customer Service.
  • Monitoring web and voice based customer service levels for the team and our website.
  • Motivate employees to achieve targets, encourage team work and asses training needs.
  • Interacting with international customers based in USA, Canada, Europe, Australia and New Zealand via chat, e- mails and phone calls.
  • Attending to queries regarding product availability, order placements and inquiries, claims and refunds.
  • Preparing reports and graphs in assessing the overall performance of suppliers and team report analysis.
  • Worked closely with Maxmind (fraud detection application provider) in handling fraud/charge back orders.
  • Preparing daily issues count and chat count report agent-wise.
  • Providing re-training to existing team members having process knowledge gaps.
  • Monitoring and documenting agent performance on calls, chats, emails and submitting a monthly report of the same to the senior management.
  • Designing process flowcharts on MS Visio; and conducting training on the process to new recruits and interns.
  • Optimization: E-commerce; Email marketing campaigns.
  • Management: Website; Affiliate programs, Fraud detection.


  • Rewarded an award from the company for outstanding contribution to growing the business.
  • Letter of appreciation from the company for setting up the “Business Process Situations” manual on the Wikipedia.

Advertising Consultant

September 2005 - Febuary 2006

Dreamz Productions, Auckland, New Zealand

A media house based in Auckland involved in producing and distributing both local and international television serials and films.

  • Developed profitable business whilst undertaking Marketing/Advertising responsibilities.
  • Coordinated movie promotions on TV, Radio and all print media.
  • Liaison with advertisers/sponsors for advertising/sponsorship in Auckland and Christchurch.
  • Analyzed sales and statistical data for all advertisers/sponsors.
  • Monitored and resolved client grievances and ensured speedy solutions.
  • Cultivated excellent relations and rapport with all major advertisers and key accounts.
  • Tracked competitor activities and devised management strategies.

Marketing Manager (Web and Print Media)

May 2001 - May 2004

Spin Visuals Net Graphics Pvt. Ltd (www.thatsourworld.com)

Delivering end to end on-line Travel packages.

  • Collected and Maintained a database of travel related companies in South East Asia.
  • Contacted Travel promotion Boards for various promotional activities.
  • Forged partnerships between international hotels and tour operators in India to promote travel in South East Asian Countries.
  • Developed a link with distributors globally to distribute of our travel guides and manuals.
  • Tracking and Settlement of arrears due from hotels, distributors and agents
  • Developed and managed a Corporate and Leisure portfolio of customers seeking cost-effective, knowledgeable travel consultation specifically in the areas of flight arrangements, hotel accommodations, car rentals, cruises, resorts, tour packages, restaurants, and excursions.
  • Collaborated with vendors to promote exclusive travel packages for South-East Asia, namely Thailand, Singapore, Hong Kong, Malaysia, Bali.
  • Contributed to the workplace administratively from new employee training to billing disputes and collections, authorized competitive price adjustments, and negotiated exclusive wholesale arrangements with vendors.

Sales and Computer Operations

March 2000 - Febuary 2001

Paradise Real Estate – Sharjah (U.A.E)

Real Estate Developers

  • Organized and conducted site visits for potential customers.
  • Processed and resolved customer inquiries and complaints.
  • Generated sales for the company through property lease.
  • Maintained client relations to ensure contracts are renewed.

Additonal Knowledge and Experience


Investing & Trading in Cryptocurrency since 2017

I can:

  • Generate and implement new trading strategies on various Cryptocurrency exchanges taking into consideration potential risks
  • Manage trading positions and ensure essential information is captured accurately
  • Explore the international cryptocurrency market to identify new opportunities and products that align with Flow Traders growth strategy


Mumbai University


Financial degree

Graduated in Bachelors of Commerce from Mumbai University in 1997 with Financial Accountancy as principal subject.



Certified Professionnal (GCP)

Got a certificate from Ads4Groth (A Privative tutor) for Google Ad Words




In depth knowledge in trading digital assets with experience trading on global exchanges.

Check Out Some of My Works.

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What Can I Do For You?


I'd Love To Hear From You.

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Mobile: (+91) 98331 86162