Customer Service Manager

Tom Michael

Mobile #: +971-**-*******

Alternate #: +971-**-*******

Dubai; UAE

**************@*****.***

skype ID: tom.kolothumveetil

A dynamic and result driven managerial professional with 9 years of experience in Operations & Administration. Handling quality control, purchases, recruiting, training, managing & coordinating office and staff and 10 years jewellery retail manager with proven expertise in Management, store Operations, Sales Growth, Inventory Management, Customer Service, Employee Mentoring, Quality Audits, Training, Loss Prevention. Diligent, hardworking, reliable with good leadership, practical skills and able to work effectively as own and cooperatively in groups.

Professional Experience

March 2009-present: Paraplegic Quadriplegic Centre Hospital, Australia.

Current Position: Manager Opertions & Administration

Involved in staff recruiting and onboarding.

Overseeing the day-to-day management of an organization, a specific unit or a service area,

Implementing new policies and directives.

Working towards ensuring safety and quality for patients and staff.

Extrapolating data for quality assurance and monitoring purposes.

Setting budgets and maintaining finances within tight constraints.

Handling purchasing for administration and ward.

Planning and implementing strategic changes to improve service delivery.

Managing premises, catering, cleaning, and security .

Coordinating with hospital operations leadership including oversight of nursing, and non-clinical functions on a day-to-day basis.

Establishing clear expectations and continuously measuring performance.

Maintaining focus on priorities.

Demonstrating success in creating and driving change that focuses on sustainable improvement.

Grievance addressing.

Coordinates the care of residents/clients on assigned shift. Communicates shifts concerns of the unit/ward to staff.

Proficiency with computer scheduling system. Assists with staff scheduling.

Works with the staffing schedule and nurse managers to assure that vacancies are filled in advance.

Performs rounds at least twice each shift to monitor the conditions and care of acutely ill residents/clients.

Supervises staff and assures survey compliance on a daily basis. Provides guidance and support to staff to better plan work flow.

Receives reports throughout the shift. Completes reports for team members on each unit.

Assists CN/RNs in assessing residents who are experiencing acute changes.

Meets routinely with the Associate Administrator and nurse manager group.

Assists with the development and implementation of nursing policies and procedures.

Serves and/or leads committees, as assigned, including, but not limited to, quality assurance, infection control, safety, etc.

October 2004- February 2009: Blennerhasset Fine Jewellers, Claremont, Australia.

Position: Assistant General Manager

Responsibility:

Overseeing the day to day management of the organization

Handling purchasing for Manufacturing unit and stores

Assist clients with customer service needs maintaining the brand’s highest standards.

Achieve and exceed sales targets by maintaining right gross profit margins.

Ensure customer delight by delivering high standards of retail environment, product availability, high quality staff interface, resolution of customer complaints and maintaining high level of customer loyalty.

Coordinate with inventory department for procuring the right stock, maintaining the agreed stock level, ensuring quick stock replenishment.

Ensure that the store staff are in compliance with the policies and procedures of the company

Right product display, merchandising of the shop.

Ensure the availability of packing materials, stationary, grocery, consumables etc

Maintain hygiene, health & safety, and other high standards of retail

Coordinate with the Accounts, HR, Marketing departments in order to ensure smooth functioning of store operations

Adherence to SOPs (Store opening and closing, staff timings, leaves etc

Provide monthly reports to the management to facilitate strategy alignment and decision making

Maintain the assets and utilizing them to the maximum returns

Manage inventory in such a way that it is correctly accounted, available, provides high returns on investment

Ensure that all administrative processes pertaining to store staff & store operations are carried out in a timely manner

Provide leadership to the store team to improve their engagement and contribution by coaching, mentoring and team building

June 1999 – September 2004 M Jewellers L.L.C. United Arab Emirates.

Position: Show room manager/ Manufacturing unit manager

Responsibility:

• Responsible for managing the P&L and driving sales for the store through efficient store operations, visual merchandising, customer service delivery, motivation and retention of store personnel and adherence to company norms.

• Effective resource planning for customer service

• Ensure regular training of store staff on all aspects of customer service, product knowledge and selling skills

• Create seamless customer service orientation among store employees by ensuring timely and efficient customer service

• Assess mystery shopping feedback and prepare action plan for improvement sales and Commercial Profit

• Achieve target productivity metric ( sales per person per day, staff per sqft) for the store

• Actively seeks ways to achieve or exceed shop sales targets

• Monitor and control expenses ( overtime, local, stock and consumables) through efficient store operations

• Interpret and act on operational profit and sales reports generated through finance and focus on improving under-performing areas.

• Ensure accurate stock merchandise and management (stock ageing, stock loss, space management) within the store

• Oversee and monitor all point of sales activities in the store which includes - sales transactions, tracking customer orders and payments, registering sale and maintaining inventory updates, providing service, handling returns and refunds, gathering consumer data for feedback

• Oversee and monitor the inventory management in the store ( stock availability, order management, back store management, stock movement within store)

• Ensure that the store is in compliance with the company policy for all employment and state laws, including wage and hour, human rights and equal employment opportunities

• Ensure the company policy and procedures are communicated in a timely manner and adhered to accordingly

• Oversee cash transaction entry and management ( petty cash, pos cash elements, change floats)

• Regularly audit own store administration and resolve any issues

• Monitor and continuously seek to understand commercial environment, local trading patterns, competitor activity and market trends in the retail sector and their impact on store.

• Maintain high standards of visual appearance throughout the store including all non-retail areas

• Maintain window and in-store displays to a high standard in line with merchandising guidelines

• Prepare and review store reports on sales, commercial profit and stock ageing (slow moving, fast moving and non moving items)

• Ensure seasonal peaks, important trading/promotional events are taken account of when preparing forecasts and staff rosters and People Management

• Review and provide regular feedback on staff’s performance against expectations

• Carry out regular and relevant in-store training and enroll staff on relevant Learning and Development courses

• Support induction of new recruits

• Monitor staff welfare ( staff accommodation and transport) and facilitate complaint resolution

• Oversee staff development and drive motivation levels of the store associates

• Ensure effective resource planning and succession planning

Trainings Attended

2010 Spinal Cord Injury program

2007-2008 International certificate on training from Tag Heber.

2003 Diploma in diamond grading and identification. International Gemological Institute, Antwerp.

2002 Customer Service and selling skills. Brainpower Institute, Ministry of Education, UAE

Educational Qualification

2009 Certificate III & IV in age care and disability

1991-1994 BA Economics and political sciences. University of Calicut India.

1994-1997 Bachelor of Business Administration. University of Bombay India.

1992 Diploma in computer applications. Indian Institute of Computer Studies.

Personal Details:

Languages English, Malayalam and Hindi

Date of Birth: 7th May 1972

Nationality: Australian Citizen

Driving License Western Australian (Heavy Vehicle) convertible to UAE DL post residence visa.

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