Customer Service Manager
Resume:
Abhishek Das
*******@*****.***
PROFILE SUMMARY
10+ Years' Retail / Hospitality Operations Experience / High Growth & established companies with up to
Billion in Revenues, / Start-up Ventures / Graduate from Calcutta University / PGDBM Welingkar
Institute of Management( DLP) / Six Sigma Green Belt KPMG
Operations manager with a reputation for building management teams focused on achieving revenue
goals and high customer satisfaction levels. Designed and implemented programs that have improved
operational efficiencies, profit margins, employee morale and sales revenues within diverse industries.
• •
Retail Store Operations Customer Service Excellence •
• •
Multi-Unit / Large format Store Ops Teambuilding/Training/Supervision
• •
P&L Management Inventory Management
• •
Budgeting & Cost Controls Merchandising Strategies
• •
Shrink Reduction/Loss Control Facility Management
Core professional competencies
Work Exposure
Apr’14 to present, City Head Operations – Bangalore
Aarusha Homes Pvt Ltd A venture capital funded company with 23 hostels operational in strategic
locations near IT / tech parks / educational institutes in Bangalore, Pune & Hyderabad. Providing housing
solutions for low to middle income customers, who are students and employees, in the form of hostels and
paying guest accommodation.
• Responsible to drive area sales and profit plans to budget through successful leadership,
organizational plans, customer service, and outstanding execution of all field operations
strategies, consistently across all Hostels
• Efficient delivery of soft services consisting of Security, Safety, parking management,
Housekeeping, pest control, waste management.
• Plan, coordinate, assign and oversee the preparation, cooking and serving of food simultaneously
across all facilities
• Develop and implement customer relations plans to improve service levels and response times
• Operations and maintenance – Building operations and maintenance, occupant services
Sep’13 – Apr’14, Mall Operations Manager - Riyadh KSA
Centrepoint -2,00,000 sft destination shopping experience for the entire family where brands like
Babyshop, Shoe Mart, Splash & Lifestyle come under one roof
• Responsible for achievement of daily, weekly and monthly sales targets for the store.
• Work with the store staff to push the sales of weaker selling categories.
• Ensure store merchandising standards are in place including store layout, presentation, visual
merchandising and operating hours.
• Manage cash and billing systems in accordance with company procedures and policies.
• Ensure that standards of quality, health and safety, maintenance and upkeep of property, fixtures
and merchandise and legal and security issues are met for the store.
Apr’12 – Sep ’13, Store operations Manager
STAPLES the world’s largest office products company, 3rd largest internet retailer and a trusted source of
office solutions & electronics, with over 2,000 stores worldwide in 26 countries
• Responsible for achieving revenue targets, gross margins and cost management
• Required to plan, forecast and operate within a specified budget
• Responsible for goods receiving, inventory control and stock taking.
• Handling administrative responsibilities, shrinkage control and loss prevention
• Ambience (housekeeping, VM, lighting, layout, show window focal points, Posters,
signage, ceiling, flooring, etc.)
Feb’09 –Mar ‘12 Manager Mall Operations / CSM
Total Mall 2, 00,000 sft Mall with 40 plus national & International Brands and in-house Hypermarket, a
division of Jubilant Retail
• EBIDTA budgeting & achievement.
• Ensuring all statutory compliance is in place with mall & business partners.
• Market vacant space to prospective tenants through leasing agents, advertising, or other
methods.
• Meet with prospective tenants to show properties, explain terms of occupancy, and
provide information about local areas.
• Manage and oversee the day-to-day operational problems in conjunction with facility
team
• Frequent interaction with the retailers to understand their needs and their satisfaction
level.
Oct’07 – Jan ’09, Floor Manager
SISLEY A Premium, Hi- Fashion brand from United Colors of Benetton, launched in India in
collaboration with Trent Ltd.Handling operation for Bangalore chapter, 03 Shop in shops.
• Ensuring best customer service practices are implemented on floor
• To ensure sufficient merchandise availability
• Monitor the upkeep of merchandise of the category
• Assign targets to Sales staff
• Offer help to the customers and coordinate with the team to close the target
Oct’05-Oct’07, Commis I
The Park Hotel, a 5 star deluxe 110 room boutique Hotel, listed with 100 best hotels in the world.
• Operations in a shift,
• Interacting with customers for menu suggestions
Jan’03-Sep’05, Commis II
Hotel Grand Ashok - The LALIT, a 5 star deluxe 180 room property in collaboration with
Intercontinental hotels.
• Operations of Indian A-la-Carte section
• In charge for interactive kitchen
Education
• (M.B.A) in Marketing from Welingkar Institute, Distance Learning Programme.
• Six Sigma Green Belt, KPMG
• B.A. in Social Science, Calcutta University.
• 3yrs Apprenticeship in F & B Production at ITDC, Airport Hotel, Kolkata
(Abhishek Das)
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