Customer Service Management

VIBHA SOBTI

D-** sector **, Panjab University Campus, Chandigarh, 160014

Contact: +91-978*******; Email: **********@*****.***; OBJECTIVE

Seeking a position to utilize my skills and abilities in an Industry that offers professional growth while being resourceful in the field of

Retail Management/ HR OperationsSUMMARY OF SKILLS

An ambitious professional with experience of 4.5 years across Retail Management, Store Operations, Visual Merchandising,

Sales Management, HR, Payroll Management, Customer Service, Relationship Management, Training & Development and

Team Management.

Well versed in managing a team and its day-to-day activities along with the management of a store in accordance to overall

company policy and ensuring that the team meets and exceeds its targets.

Highly skilled in enhancing brand image, acceptability and positioning, resulting in increased sales and consistent growth in

business opportunities. Proficient in creating, developing & executing innovative Sales/ Business Development Plans & Strategies

together with designing, consolidating & improving organizational processes.

Proficient in contributing to Human Resource Management and Recruitment by reviewing and understanding organization’s

mission, strategic objectives and policies.

Possess well developed communication, relationship management and problem solving skills with the ability to make an

effective contribution to the performance of a team with good leadership and motivating capabilities.

Core Competencies:

Showroom Promotions Retail Store Operations P&L Accountability Inventory Management Visual Merchandising Customer

Support Staff Leadership/ Motivation Purchase Inventory/ Material Management Sale Stock Analysis Negotiations Vendor

Management Global Sourcing Relationship Management Leadership/ Team Management

PROFESSIONAL EXPERIENCE

PANJAB UNIVERSITY CHANDIGARH Nov

2013 – Jun 2014

HR Guest Faculty

Gave HR related lectures to Master level classes also took annual examinations for MA, MBA and Msc.

Significantly enhanced classroom learning environment and aced as a Facilitator to promote student leadership in initiating and

creating positive learning opportunities.

Created comprehensive classroom assessment methods and techniques, adopted effective tools that are compliant with the University

standards.

Proactively explored and implemented innovative teaching techniques to accelerate learning process among students.

OCR GROUP OF COMPANIES Oct 2012 –

Nov 2013

HR Trainee - Chandigarh

Entrusted with the responsibility of implementing and streamlining recruitment processes for maximizing and optimizing the

effectiveness.

Developed, managed and monitored the performance of multi-skilled work force and ensured smooth implementation of HR policies

for manpower planning, recruitment, selection, induction as per job requirements of the organization.

Provided leadership and coordination of company Human Resource functions.

Responsible for HR, IR and administration for the entire organization including Formulation of HR & IR Strategy aligned to business

ensuring the organization structure is aligned and suitably staffed.

Designed and implemented new and/or existing HR policies and systems aimed at attracting, motivating and retaining talent.

Controlled HR costs to derive maximum benefit and managed pay rolls with annual budgeting. Conducted a survey on occupational

stress with 80 employees including personal interviews.

THE BODY SHOP, LONDON, UK Oct 2010

– July 2012

Sales Executive (Administration - Management)

Handled entire gamut of task entailing visual merchandising planning, budgeting and formulation of strategies for the store.

Accountable for handling

o Staff Selection, Recruitment. Training & Development

o Inventory Management, Ordering, Merchandizing & Vendor Coordination.

o Cost Control & Inventory Control.

o Maintenance of Product & Store Hygiene, Housekeeping & Ambience

Ensured that each customer receives outstanding service by providing a friendly environment, maintained solid product knowledge

and all other aspects of customer service.

Provided training & designing clear guidelines to ensure accountability regarding store display communications at store level.

Identified weak areas to be improved & imparted on time training and development to co-workers and implemented systems &

procedures.

Accountable for Stock Management (Procurement, Replenishment and Distribution) also handled Marketing and Merchandising,

Visual Merchandising, Brand Research and creating awareness by implementations of merchandizing skills through effective

merchandising presentations.

AIESEC - COMMUNITY/SOCIAL SERVICES/AND NON-PROFIT, INDIA Aug

2007 – Jan 2009

Outgoing Exchange and Talent Management Supervisor

Responsible for talent management and talent sourcing with personal goal settings also performed psychometric tests, personal

interviews and 360 Feedback.

Involved in team building activities and appraisals also reviewed meetings and problem solving.

EDUCATIONAL CREDENTIALS

PGD Youth and Development, 2014

IGNOU University, India

MBA in Human Resource Management, 2012

Middlesex University, London, England

Bachelors in Arts, 2010

University of the Panjab, Chandigarh

XII, 2007

DAV Public School, Chandigarh

Technical Skills

Human Resource Systems: Business planning and analysis, Win HR software, Favour HR software compliance, 360 Feedback,

Compensation Admin, Manager and Employee self service, Performance appraisals, Testing, Job analysis and evaluation

Languages Known: English, Hindi, Panjabi and French (Beginner)

References: Available on Request

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