Manager Customer Service
Resume:
E-mail:**********@**********.***
Mobile: +91-800*******
AIMED OBJECTIVE
I have an euphoria to work among the best, in a dynamic environment
where there is Continuous Learning and Information Technology skills are
integrated with E-Management skills and where team work, leadership
qualities, decision making skills and career growth in line with
Organizational goals are given importance.
PROFILE HIGHLIGHTS
> Currently working with Vishal Mega Mart city Head complete operations for
two stores in hyedrabad
> 5.4 Years Cluster Manager-Operations, Reliance Retail Ltd, Hyd.
> 1 Year Franchisee Development Manager-Operations, Reliance Retail Ltd,
Hyd.
> 1.7 Year Manager-Operations- Food World Supermarket India Ltd.,
> 2 Year Chief Cashier- Shoppers' Stop Ltd., Begumpet, Hyd.
> 2 Year Handling Ladies Apparels - Shoppers' Stop Ltd., Begumpet, Hyd.
> 2 Year Handling three international sports Brands (NIKE,ADIDAS & REEBOK)
- Shoppers' Stop Ltd., Begumpet, Hyd.
> Competent, diligent & detail-oriented Professional, who would bring to
the table an excellent and rewarding experience of Retailing, Visual
communications, Marketing Communications, CRM, Vendor Management, end to
end Operations while performing in the cost-efficient manner along with
the unwavering quality standards.
> Self motivated, hard working & goal-oriented individual, with high degree
of flexibility, creativity, commitment, optimism and drive to work with
all levels of an organization demonstrating ability to effectively
prioritize situations.
> An effective team player with exceptional planning and execution skills
> Specialisation in New Store Openings
Core Competencies
Training & Recruitment - Sales Forecasting,Planning & Budgeting - Losses
Control- End to End Store Operations- Store Layouts- Follow up Skills- Big
Team Handling - Stock/Inventory Control - Event Management- Quick
Adaptability & Learning - MIS & Analytical Skills - Handling Adversity
& Exceptional Time Management - Customer Relationship Management-New Store
launch- Old Store Refits-Adequate Product Knowledge-Operational Procedures
and Processes.
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PROFESSIONAL EXPERIENCE & ACCOMPLISHMENTS
Vishal Mega Mart City Head- Hyderabad
May 2013 - Present
Complete operations for two stores in Hyderabad, to deliver operations P&L
through product, ambience, service while driving productivity across stores
in the area
KEY RESPONSIBILITIES
> Sales and commercial performance of the stores in the area,Maximize
sales and profitability
> Formulate and implement store strategies, Control costs within
budgetary guidelines
> Control and monitor expenses through efficient operations, Prepare
financial budgets for entire year
> Align each resources effort to support the store in delivering profits
and ensuring good brand image
Market focus
> Identify market share in the area and study competition visit markets
and thru networks for malls, rentals
> Prospective sites and new site identification,Identify internal and
external commercial opportunities as and when they arise
> Promote awareness of local trading patterns, environment, competitor
activities
Store Operations standards and management
> Maintain the best retail standards as per the market positioning of
the brand
> Ensure all stores are legally compliant
> Execution of SOPs for new and existing stores
> Involve right functional resource for specific activities
> Monitor and effectively deploy staffing levels across the stores and
make a bench plan
> Identify seasonal promos, implement marketing promotions as per
guidelines, maximize returns from promotions
> Provide inputs to the marketing team on the marketing calendar for the
quarter
> Plan and organize for merchandise
Stock management
> Perpetual inventory and global stock count to control shrinkages
> Prepare for new store launches in advance
> Execute new store openings as per the calendar, Monitor store
administration through weekly meetings and store visits
> Monthly business review with the Regional manager and cluster manager, Give periodic feedback on products to buyer; participate in
planogram review
People management
> Participate in selection decisions of new employees
> Define KRAs for staff
> Ensure induction of new recruits and implement Buddy training system
> Ensure discipline and updation of staffing rosters
> Recognise the employees on fast track at mid term and participate in
succession planning
> Conduct appraisals and benchmark salaries
> Groom people through training sessions, Conduct welfare activities and
design incentive programs
> Handle grievances
Customer service
> Use tools such as feedback books, mystery shopping and comments on the
web for collecting feedback
> Review customer feedback to improve efficiency
> Monitor high level of service standards through store visits and
surprise visits
> Ensure all customer complaints are resolved on time - within 72 hrs
Reliance Retail Ltd: Cluster Manager -Hyderabad
May 2006 to - Sep 2012
About the Organisation:
RELIANCE INDUSTRIES LIMITED enters the world of Retail in year 2006 with
revolutionary objectives like promoting agricultural sector, changing
shopping pattern of Consumers and converting Unorganized Retail sector to
Organized. It opened its first 11 Franchisee based - Reliance Fresh stores
at Hyderabad on Nov 3rd 2006 and today it has 65+ Fresh/Super and Mart
stores throughout AP( ranging from 1600 sq. ft to 60,000 sq. ft).
It has also come with other formats viz... Reliance Trendz, Delight,
Reliance AutoZone, Reliance Jewels,Reliance Digital, Reliance Time Out,
Reliance Wellness, Reliance Footprint in AP.
Role and Responsibilities: Joined as Franchisee Development Manager in
May' 2006 and was promoted as Cluster Manager - Operations, taking care of
11 stores currently in Hyderabad as on date.
> An active Operational participant right from project stage to launch
and post launch phase
> Pre-launch/Opening activities including Market study, Customer data
base, Customer Profile, Seeking Properties, Competition Analysis
etc...
> Opened 30+ Fresh/Super/Mart stores in Andhra Pradesh through
effective coordination with other departments
> Involved in development of Retalix and SAP being customized to suit
company's requirements.
> Played an important role in development of SOP by defining processes
and procedures to be implemented at store level.
> Optimum Utilization of 30,000 sq. ft trading area through effective
Merchandising and displays
> Currently handling a big team of 22 SMs/ASMs and 200+ associates
> Trained Franchisee Managers as stores being Franchisee run model
> Training, Class room Sessions and recruitment of CSAs.
> Ensure Operational discipline in line to achievement of budgeted top
line sales.
> Ensure control on Shrink and Dump.
> Identified and developed 25+ CSAs in promoting them as Store Managers.
> Ensure store comply with Operational Processes and Commerical
Discipline in terms of bacn end controls.
FOOD WORLD - DFI ( Dairy Farm International)Store Manager-Hyderabad Sep
04 to May06
> Planograming
> Team Management (Leading a team of 20+ members)
> Space Management
> Customer Service - their timely queries, issues, follow ups, feedbacks
etc...
> Top line Sales targets - Budgeted vs. Actuals
> Bottom Line - Margins in Dynamic Competitive Environment
> Display of Products.
> Forecasting and Planning
> Concessionaires and Consignment Parties
> Stock Management
> Audit of all System and Procedures
> Training and Recruitment
> Shrinkage Control
> Operational Discipline
> Security Measures and Controls
> Coordination with Merchandising and Head Office at Chennai
> Other Incomes
SHOPPERS' STOP LTD Chief Cashier - Hyderabad
Nov98 to Aug 04
Designation: Joined as CSA and Promoted as Chief Cashier/Check out area
(Back/Front end)
Responsibilities - Check Out Area
> Handled a team of 25-30 members.
> Managing 15 billing Counters.
> Customer complaints/queries.
> Accountability for entire sale cash.
> Debtor reconciliation
> Merchant bank dealings.
> Credit/debit cards recoveries.
> Passing debit notes for different companies for the coupons redeemed.
> Credit Cards/Debit Cards reconciliation.
> Coupons Issuance, redemption and accountability.
> Credit Notes reconciliation.
> Follow up with Credit parties for Payments.
> Cash, Bank and Exceptional Reports.
> Coordinating with Head Office
> Handling Concessionaires and updating their sales.
Success Metrics
> An effective Team Player in New Store Openings.Opened 30+ Reliance
Fresh/Super/Mart stores throught AP by effectively coordinating with
other departments
> One of the lowest Shrink and Top 5 Loyalty Cluster in Reliance PAN India
in the year 2008
> Trained Franchisee Managers to run the stores, Reliance being a
franchisee based model earlier.
> Identifying right talent and promoting them for career growth.Over25
CSAs identified by self are running stores successfully today in Reliance
Fresh
> Awarded as Service Champion for the year 2004 @ Shoppers' Stop for best
performance in Cash/Check Out Area (For Superior Customer Service)
followed later in Garments (for highest ever sales still unbeatable
through promotional activities).
> Streamlined the Shrinkage levels of all categories by implementing
effective operational procedures, the total shrinkage figure been
consistently maintained to around 0.4% to 0.5% when compared to earlier
figures of more than 1.12% @ Food World.
EDUCATIONAL CREDENTIALS
. Graduation - Bachelor of Commerce.- Sanghi Degree College,
Osmania University, Hyd.
. Intermediate - Course CEC (Civics, Economics & Commerce)
. PMR Junior College, HYD.
ADDITIONAL QUALIFICATION
. PG Diploma in MHR from Kuvempu University, Karnataka.
. Wilshire Certified Unix Administrator
Personal Details:
Date of Birth : 06th March, 1976
Marital Status : Married
Gender : Male
Hobbies : Entertainment - Movies/Music, Travelling,
Cricket.
Linguistic Knowledge : English/Hindi/Telugu
References:
Mr. Niranjan D (Zonal Head-Fresh Store Operations), @ 099********
Mr. Anand Kumar Velluri (Cluster Manager-Fresh Store Operations) @
Declaration:
I hereby declare that the above written particulars are true to the best
of my Knowledge and belief.
Chintala Prakash
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