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Manager Customer Service

Kolkata, West Bengal, India
March 08, 2019

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Swapan Kumar Mondal,

* ** **** ******,

Belgharia -700056

Phone: 91-987******* /700*******


A dynamic result-oriented professional with over 12 years of extensive experience in delivering the responsibilities of Retail Sales & Retail Store Management, Merchandising, Brand Management, Revenue Generation, Team Management & Customer Satisfaction

Technically proficient with Windows, MS Office, Internet Applications, SAP - Logistic Module (Basic) and TP Linux Pos & Report Matrix, GINY Software.



Cluster Executive

(Retail Pharmacy, FMCG and Clinic) since 2018 Sep to Continue

Supervising the team and ensure 43 branches that all activities are executed as per plan

Ensuring implementation of processes as per SOPs laid down in Work Smart

Coaching and training to motivate and build team

Green rated Branches consistently

Targets are always achieved

To reduce dump, shrink and other losses for the store

Ensure 100% adherence to POG, SOP and promo implementation

Responsible for the P&L and Assurance customer service

Branch wise camp arrangement and Marketing Plan.

KRA achieve with planning motivating team

Pharma & FMCG Expiry monitoring and planning for new batch item & recall item.


Department Manager

(FMCG & Inbound /Outbound)

(Retail, Whole Sale & B2B Format)

Since 2013 Dec to 2018 Sep

supervising the 250 people team and ensure that all activities are executed as per plan Set a clear growth path for every team member

Ensure that all issues / queries raised are resolved within one working day.

Efficient Operations - Manage day-to-day operations of the pre-receiving and receiving processes in the DC for the optimal operational efficiency of the processes

Merchandise receipt as per the delivery conditions - Ensure that the merchandise received is as per the ASN and Purchase orders in terms of quality and quantity and terms of delivery and record the receipt of merchandise in the system

Unloading Efficiency - Ensure the unloading operations are carried out in an efficient manner in order and as per the process to ensure the operational efficiencies

Operations Safety - Ensure safety norms are followed stringently during the receiving operations of merchandise to minimize the accidents. Initiate disciplinary actions against erring staff

Resource Plan - Prepares the resource requirement plan in terms of manpower, MHE requirements and other resource requirements.

Ensure that price and promotions running in my stores are clearly displayed communicated to all customers

Ensure that my staff is always smiling when greeting customers

•Continuously track the performance of the department against the set yearly, quarterly and monthly.

•Customer and competitor behavior to develop the optimal product mix and price mix.

•Monitor the progress with store manager give input suggestion based on understanding of the market.

•Ensure that price and promotions running in my stores are clearly displayed communicated to all customers Ensure that my staff is always smiling when greeting customers

•Ensure proper staff roistering

•Designing and implementing various strategies, viz POPs, Display, Customer Interaction, Promotional Schemes/ Marketing Campaigns to improve the footfall and profits, managing a team.


Assistant Department Manager

(Apparel & General Merchandise, Store Commercial, Store Operation)

(Retail &Telecom)

Since 2007July to 2013 Jun

•Handled nearly 25 cashiers through business activity & customer satisfaction

•Maintained loyal customer data through COD, group festival & home delivery.

•Deftly managed cash & commercial operations while handled Customer service Desk on calls Cashiering & 2years in Ensured smooth cash counter operation.

•Interacted with customers through cashiering, provided information about our product

•Attended the query calls of the customer’s service, format information update & entertaining millions of customer.

Handling Stock Indenting & FIFO Management & Manager MIS & Accounts / Admin with 6 Month experience in Accounting/Auditing in this industry. Objective: To work for the organizational benefits as well as my own learning. Responsibilities from November

Monitoring and handling overall operation of stores like Issue/Receiving of material, Store Management, Receipt of Goods, ensuring Storage requirement, supervising shift & store operation

Involved in day end closure for the TATA DOCOMO (T24) SIM card; free & paid EVD in desired format to the Head – Operations

Ensuring all CAF’s correctly entered & activated on the spot along with free talk time given to customers

Ensuring collection of SIM card & paid recharge money from Kiosk responsible person 30% conversion of the bill cut,Escalating network related issues to Kolkata circle manager and track redemption of Coupons issued

Team Member-Department Looking for Men’s Wear, Kids Wear (Apparel in Pantaloon Retail India limited) Since 2005 April to 2007 Jun

Pivotal in Range & Assortment Planning and Implementation including design, styles detractively involved in formulating strategies for effective Sales Planning and Implementation, Commercial Margin

Carrying out the appropriate product presentation, in-store-pricing, tagging, steaming, folding and other merchandising activities

Store is kept clean and hygienic

Take feedback from customers to improve store operations.

Maintain weekly stock physical count for the merchandise with brand wise or department wise.

Track sale record in department - format of daily, weekly, monthly and yearly.

Current CTC – 4.05 p.a

Expected CTC –5.00 p.a


Relationship Management Team Management Store & Office Management Negotiation Pricing Business Development Brand Management Market Intelligence Quality Control Regional Operations


PG Diploma in Business Management 2009

National Institute of Business Management 68%

Bachelor of Commerce 2005

Calcutta University 41%

Intermediate 2000

WBBSE, West Bengal 61%

Date of Birth: 9th July 1982

Language Proficiency: English, Hindi & Bengali

References: Available on Request

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