Customer Service Sales

RESUME

Name. Laiju Abraham Cherian.

Present Address. 3624 Amanda Circle,

Carrollton,

Dallas-75007.

Contact No. . 702-***-****

Driving License No 40252205

E-mail. ******@*******.***.

A result oriented professional with over 18 years of experience in Retail, Sales, Marketing, Finance, Warehouse and Logistics.

Developed Leadership Skills by building a sales team from scratch and making it generate a turnover of half a million dollars a month and qualified for various contests.

A proactive planner with expertise in leading the growth and profitability by increasing team revenues, expanding services and products to existing clients and securing new clients

Proficient in leading dedicated teams for the growth of business, supervising documentation for transfers and focusing on customer service excellence.

Demonstrated inter-personal skills with good relationship management minimizing attrition from my direct team of sales staff.

Achievements

Slashed payroll/benefits administration costs 30% by negotiating pricing and fees, while ensuring the continuation and enhancements of services

Negotiated contracts with vendors. Selected the best supplier with the best merchandize available at the lowest cost so that it enabled the overall growth and profit to the company.

Gave proposal to HR regarding the shift timings to be changed starting from Afternoon shift and ending at Night shift with two days off which was really beneficial for the shift workers.

Top Skills:

1) Customer service,

2) Retail sales,

3) Pricing,

4) Merchandising,

5) Receptionist.

Core Competencies:

1)Budgets,

2) Cash Handling,

3) Coaching,

4) Electronic Cash Register Operation,

5) Health and safety protection of Employees,

6) Increasing sales.

Professional Summary:

1. Anderson Merchandisers. 3 months Retail Media.

2. Dubai Duty Free, Dubai. 10 years Retail Sales.

3. Concord logistics Pvt Ltd, Mumbai. 3 years. Logistics and Warehousing.

4. Satish Cargo Movers, Pune. 2 years Surface Transport.

5. Heavy Engineering Corp, Ranchi 3 years Finance.

WORK EXPERIENCE

A) Position Retail Media Merchandiser.

Name of the Company Anderson Merchandisers.

Experience. June 2011 till Sept 2011.

Duties and Responsibilities.

Monitor the movement of stocks.

Setting the stocks by planogram.

Liaise with internal departments and suppliers of Best Buy.

Prepare the documentation for returns and refunds.

Any other responsibilities assigned and deemed appropriate with Best Buy.

Ensure all relevant marketing material is available and up to date.

Managing the merchandise of store.

To monitor and implement promotion oriented In store display and Visual Merchandising.

Championing Customer Service of Highest Standard and ensuring it is always a Priority

B) Position Assistant Supervisor-Retail Operations.

Name of the Company. Dubai Duty Free.

Experience July 2000 till Jan 2011.

Duties – To assist the Duty Manager/ Officer in delivering targeted sales and profit by managing operations in assigned areas during designated shift hours in a high service level environment, including sales, staff,customer service and product availability.

A) People.

Identify opportunities for coaching the Assistant Supervisors and take appropriate action.

Manage the individual performance of all Assistant Supervisors and ensure that they fulfill all duties and implement policies in a fair and consistent manner.

Show great leadership by role modeling best practice and not tolerating poor practices.

Show respect and get to know each individual in assigned area ensuring fairness and transparency in managing diverse cultures.

Motivate staff by giving appropriate recognition and reward and consulting them where appropriate to do so.

Ensure that English is the only language spoken in the presence of customer and staff from other countries.

Foster a team culture of support and working together.

Ensure that Assistant Supervisors allocate Sales Assistants to relevant counters daily while respecting the needs of the business and matching individuals skills to products.

Manage absence by ensuring 'Return to Work' interviews are conducted by Assistant Supervisors.

Ensure that Assistant Supervisors submit the monthly on job coaching plan and develop the sales assistants knowledge and skills through on job coaching .

Support the company induction as and when required.

Ensure the 'Buddy System 'is delivering improved knowledge and skills.

Conduct Team Briefings with all Assistant Supervisors and ensure that they hold monthly meeting with their staff.

In conjunction with the Assistant Supervisor of each shop ensure the completion of

a)1: 1 regular chats with individual staff members when necessary

b)Formal annual appraisals.

c) Disciplinary as per company guidelines.

d) Probation assessments for new staff (at 6 weeks and 12 weeks)

Keep all administration concerning staff up to date including staff files.

Conduct through endorsements to peer group of incoming shift.

Ensure that grooming standards are adhered to at all times.

B) Product.

Liaise with merchandising department regarding stock levels and availability especially regarding best and worst sellers.

Ensure effective implementation of weekly and monthly promotions and special offers.

Give suggestions and feedback to DM/DO to assist in increasing sales.

Ensure no out/low stocks through timely replenishment and stock requisition.

Maintain merchandising standards in line with planograms.

Liaise with merchandising regarding price verifications, comparisons product descriptions, PLU’s not found and markup/downs.

Ensure correct display pricing and ticketing of goods.

Liaise with Merchandising RNS, RTS, DRs.

Ensure that products are rotated and date expiry checks are conducted.

Ensure products are handled professionally.

C) Customer Service.

Ensure that world class service standards are adhered to at all times.

Handle complaints professionally and ensure Assistant Supervisors are also trained to deal with all

Customer complaints.

D) Environment.

Maintain high standards of health and safety within the working environment.

Ensure that Assistant Supervisors conduct daily floor walks and ramp walks.

Ensure staffs are aware of all products, services and facilities within the airport.

Ensure that the company property and fixtures are protected.

Constantly review policies and procedures and recommend improvements.

Monitor cleaning schedules.

Ensure that all fire exits are clear and staffs are aware of emergency procedures.

E) Profitability.

Conduct spot checks including counting sheets and log books.

Assist in keeping staff and material costs within budgets.

Assist in achieving shrinkage targets and ensure effective measures of stock management are

Are followed to secure stock against theft, loss or damage.

Provide Assistant Supervisors with daily and monthly sales target and ensure steps, action are taken in order to achieve these targets.

Ensure end of shift cashing up procedures are completed obtain explanation for discrepancies and take final readings.

Ensure that the team is competent with regards to cash handling and ECR procedures.

C)Position Customer Service Executive.

Name of the Company Concord Logistics Ltd Mumbai.

Experience. 08-05-1997 To 06-04-2000.

Duties and Responsibilities.

Business development and customer support service..

Sourcing of material (Suppliers) Just in Time Delivery.

Monitoring the various schedules of suppliers, inventory control synchronized

stock movement and monitoring.

Liaison with International clients, with regards to costing and export pricing.

Interaction with customs, excise, octroi and road transport organization.

Submitting monthly statements and reports to Marketing Manager.

.

D) Position Accounts Executive.

Name of the Company Satish Cargo Movers, Pune.

Experience. 01-03-1995 to 01-03-1997.

Duties and Responsibilities.

Servicing accounts of preferred shippers.

Interaction with exporting companies.

Maintaining the biggest account of Two Wheeler manufacturing

company in India.

Payment collection with schedules, liaison with excise and customs.

E) Position Accountant.

Name of the Company. Heavy Engineering Corporation Ltd.

Experience. 01-06-1992 to 01-01-1995.

Duties and Responsibilities.

Handling orders of clients.

Maintaining books of Accounts.

Stock Valuation, Passing of bills.

Bill passing and payment realization follow up.

Personal Qualification.

1. M.B.A.( International Marketing) from I.I.B.R. Pune, India in May 1997.

2. Bachelor of Commerce (B. Com) from Ranchi University, India in March 1994.

3. ICWAI (Intermediate) in December 1991.

SKILLS TRAINING AND PRODUCT SEMINARS ATTENDED.

1. Sales Training of Watches. Tag Heuer, Casio, Ulysse Nardin, Tissot,

Seiko, Raymond Viel, Sunoto, Ceruti.

2. Product training of Perfumes. Bvlgari, Channel, Clinique, Givenchy,

Chritian Dior.

.

3. Training in Electronics HP Intel and Palm, Nokia, Nikon, Sony,

Compaq, Yashica, Motorola, Worldspace Radio, Braun.

4. In house training for computers. MS Word Level 1 &2

Excel Level 1, 2, &3.

5. Business Writing Skills. British Council.

6. Languages known. Hindi,Urdu,Malayalam

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