Customer Service Manager

Profile Summary

A goal-oriented professional with over 20 years of experience in Retail sector

Skilled in formulating store policies, procedures, service standards, budgets, operational norms, hygiene

& customer services standards; managing retail operations with activities involving Brand Promotion, Inventory Control, Vendor Management, Finance, Sales and Customer Service Management Hand-on exposure in managing business development activities, analyzing market trends & establishing healthy business relations with clients; capable in working in coordination with the in-store promotional activities for new releases & special products

Expertise in initiating new processes to improve customer satisfaction; generating sales, achieving sales targets, developing, and maintaining customer loyalty through positive sales approach and excellent customer service Managing the gamut of tasks including manpower planning, recruitment and training of teams; creating an environment to sustains & encourages high performance; motivating teams in optimizing their contribution levels Experience in ensuring proper documentation/accounting of materials/stores functions and periodical/daily check for variances by conducting stock verification and updating variances with approval of management Core Competencies

Academic Details

Diploma in Electrical Engineering from State Board of Technical Education, Hyderabad in 1992

B.Com. from Osmania University, Hyderabad, Andhra Pradesh, 1998 Training

Attended a month training in Basic Cabin Crew from Frank Finn Management Consultant, New Delhi

Career Timeline

MOHAMMED IBRAHIM

Versatile, high energy professional, targeting assignments in Store Operations/ Inventory Management with an organization of repute preferably in Retail sector

************@*****.*** / ***********@*****.**.** +966*********/+966********* Retail Store Operations

Business Development

Inventory Management

Revenue Generation

Operations Management

MIS Reporting & Documentation

Budgeting & Cost Optimization

Liaison & Coordination

Team Building & Leadership

Apr’98 – Mar’02

Land Mark Group, Kuwait

Feb’08 – Till Date

Max (Land Mark Group),

Saudi Arabia

Apr’02 – Jan’08

Life Style International Pvt.

Ltd. (Land Mark Group),

Hyderabad

Organizational Experience

Since Feb’08 with Max (Land Mark Group, Saudi Arabia) Growth Path:

Store Manager Feb’08 – June’12

Sr. Store Manager July’12 – Till Date

Key Result Areas:

Supervising entire retail operations inclusive of attractive display of goods, visual merchandising, business development, inventory management and customer service Monitoring availability of stock & inventory and making appropriate arrangements to ensure on time deliveries; ensuring reduction in stock holding & increased stock turnover Planning, directing & maintaining efficient store operations; assigning, evaluating the work performance of personnel assigned to store and maintaining clean & safe environment Sourcing the material, issuing purchase orders as per clients’ specifications and monitoring the vendor and following on progress of order

Coordinating with retail outlets, production, quality and dispatch departments for delivery & distribution of stock; managing stocks and maintenance of stocks report

Assuring customer satisfaction by maintaining excellent TAT for delivery and standard service quality norms; directing shop floor interaction with customers for effective resolution of grievances and obtaining feedback Ensuring stock commitment is in line with forward sales estimates at store and warehouse, including transit of external supply chain time, and monitor stock on weekly basis to avoid an overstock or under stock level Communicating with Vendors for timely supply of goods, obtaining feedback on equipment performance from User Depts. & following with vendors for replacements within guarantee periods Analyzing grievances of customers and ensuring that the queries are resolved with the complete satisfaction of the customers and evaluating areas of improvements

Highlights:

Led and directed a team of 41 Executives and Asst. Manager Received Best Manager Award for achieving the target of all four quarters for the year 2009-2010 and maintaining shrinkage under norms

Apr’02 – Jan’08 with Life Style International Pvt. Ltd. (Land Mark Group), Hyderabad Assistant Manager

Highlights:

Managed sales planning, projected sales, stock in hand, new arrivals, coordinated with buyers and monitored the same; maintained adequate stock of non-saleable items like hangers, stickers, shelf talkers, POP materials, cleaning materials and others

Apr’98 – Mar’02 with Land Mark Group, Kuwait

Growth Path:

Customer Service Representative Apr’98 - Mar’99

Sr. Customer Service Representative Apr’99 – Mar’00 Supervisor Apr’00 – Mar’02

Personal Details

Date of Birth: 10th November 1975

Languages Known: English, Arabic, Hindi, Telugu & Urdu Address : House No.6-2-384, New Bhoiguda, Secunderabad – 500003, Andhra Pradesh

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