Customer Service Manager

SHEBA BOSE

**, *** *******. ***** *-*

Phase – *. Aya Nagar.

New Delhi

CONTACT NO: 971******* / 965-***-****

E- MAIL – *****.****@*****.***

Career Objective

To work in a challenging environment and give my best by making use of my

education and abilities and to put the maximum possible efforts to achieve the

target.

Company Designation Duration

H&M

(Hennes & Mauritz) Department manager Dec 12’- Nov 13’

Enamor (Gokaldas

Intimatewear Pvt Area Retail Manager October 10’-August 12’

Ltd)

Sr. Exec : Key

W (TCNS Clothing) October 07’- May 10’

Accounts

Key accounts

Department

Pantaloon Manager& Service July 06’ - September 07’

Manager

Department

Shoppers Stop Dec 04’ – June 06’

Manager

Assistant Store

Madura Garments Oct 03’ – Nov 04’

Manager

H&M (H Indo)

Role of a Dept Manager (Bangkok and Jakarta)

Sale

• Target Vs Achievement

• Sale track of the category

• Brand performances

• Top line & Bottom line

• In store promotions

Stock management :

• Stock replenishments at its best

• Inventory control

• Minimum shrinkages

• Interaction with the merchandising team in order to decide merchandise

• Capacity V/s Availability

Manpower management :

• Trainings on retail selling skills and product knowledge

• To keep all team members highly motivated at any given point of time.

• Staff scheduling and availability of team members

• Trainings on retail selling skills and product knowledge

• Trainings on best possible customer service.

• To keep all team members highly motivated at any given point of time.

• Staff scheduling and availability of team members

• Appraisals

Other responsibilities

• Store openings

Central World (Bangkok)

Gandaria City (Jakarta – Indonesia)

Pundok Indah (Jakarta – Indonesia)

Enamor (Gokaldas Intimatewear Pvt Ltd)

Role of Area Retail Manager

• Handled the operational functioning of national chain stores at stores like

Shoppers Stop Ltd, Lifestyle International Pvt Ltd, Westside, and Central.

• Business planning – Projecting store/month wise targets for each financial

year depending upon past actual & normal growth.

• Staff Recruitments in all zones.

• Sales Analysis – Store/Zone wise sales analysis for better business.

• Stock management – Identify stores with of excess stocks / slow moving

inventory and prepare stock position as per requirements.

• Staff management across all the chains

• Target vs Achievement.

“W” ( Tcns clothing company pvt limited)

Role of Sr.Exec ( Key accounts)

• Handled the operational and the backend functioning of W & Aurelia in

brands like Shoppers Stop Ltd, Ebony Retail Holdings, Pantaloon Retail

India, Debenhams (India), Spencer’s & Arvind.

• Business planning – Projecting store/month wise targets for each financial

year depending upon past actual & normal growth.

• Category Mix projection – To give buying projection to product for

upcoming season in terms of buy for design brief.

• EOSS planning – Includes setting stock status & upgrades if required,

Markdown, discount schemes & durations of the same.

• Sales Analysis – Store/Zone wise sales analysis for future buying purpose

• Stock management – identification of excess stocks / slow moving

inventory / broken sizes etc and devise special offer / schemes for Retail

• Stock allocations for the brands.

• Staff management across all the chains

• Preparing new season range plans for the accounts.

• Target vs Achievement

PANTALOON RETAIL INDIA

Role of a Department Manager& Service Manager

Sale

• Target Vs Achievement

• Sale track of the category

• Brand performances

• Top line & Bottom line

• In store promotions

Stock management :

• Stock replenishments at its best

• Inventory control

• Minimum shrinkages

• Interaction with the merchandising team in order to decide merchandise

• Capacity V/s Availability

Manpower management :

• Trainings on retail selling skills and product knowledge

• Trainings on best possible customer service.

• To keep all team members highly motivated at any given point of time.

• Staff scheduling and availability of team members

• Performance based incentives

• Trainings on retail selling skills and product knowledge

• Trainings on best possible customer service.

• To keep all team members highly motivated at any given point of time.

• Staff scheduling and availability of team members

• Performance based incentives

• Appraisals

Other responsibilities

• Looking after the customer service desk and the loyalty program of the

store

• In store promotions

Member of the learning and development department for employees of

Pantaloon.

SHOPPER’S STOP (GURGAON)

• Looked after the Kids and Men’s department completely.

• Complete merchandise control in co-ordination with

merchandisers. ( includes management of excess stocks, timely

replenishment and visual representation of the floor)

• Manpower management.( includes manpower scheduling,

nurturing team spirit, facilitate understanding between managers and

subordinates, ensuring equal participation among all the team members

and maintaining a positive attitude within the work place.)_

• Provided trainings in team development, individual development,

communication skills, product knowledge and customer service

orientation.

• One of the other key areas is to provide the best possible customer

service to each and every customer entering the store.

• Inventory control

• Complete sale tracking in each category of the respective

departments

• Sale analysis.

MADURA GARMENTS (VAN HUESEN)

• Worked for the first flagship store of Van Huesen in South-

Extension in the following areas

• Inventory management.

• Tracking sales.

• Visual presentation of the store.

• Took steps to provide the best possible customer service.

PROFESSIONAL QUALIFICATION

Program University/ College Year Duration

Retail PearlAcademy of Fashion 2000-2003 3 Yrs

Management

Software CMC 2001-2002 1 Yr

Technology

PROJECTS UNDERTAKEN

CRM in Retail Chains

1.

Marketing & Sales Promotion of Search

2.

Study on advertisement projection on Wills Lifestyle

3.

Supply Chain Management for Samsung

4.

Store Design for Numero Uno

5.

PERSONAL INFORMATION-

Marital Status: Single

Birth Date - 1st Oct 1982

Languages Known- English, Hindi, Bengali

Location: Delhi (Open to relocation)

Last CTC: 6.00L per annum

Salary Expected: 6.30L – 6.50L per annum

Notice period : 1 Week.

Contact this candidate