Customer Service Sales
Resume:
Aftab Azhar Khan
Mobile: +91-984******* ~ E-Mail: **************@*****.***
Result-oriented professional, aiming for career enhancement opportunities in Retail Store Operations / Sales & Marketing / Inventory Management with an organization of high repute, preferably in Retail industry
SKILL SET
Retail Operations
Sales & Marketing
Store Management
Inventory Management
Vendor Management
Team Management
Client Relationship Management
PROFILE SUMMARY
A competent professional with an experience of 7 years in Retail Operations, Sales & Marketing, Store Management, Inventory Management, Vendor Management and Team Management
Experienced in managing activities related to incoming / outgoing material to ensure accuracy & completeness of items
Proficient in analysing organization's critical business requirements, identifying deficiencies & potential opportunities, designing business / retail strategies to implement marketing of the store & promotional plans
Proficient in monitoring purchase, inspection, storage, inventory and distribution of raw material & finished goods
Rich experience at handling all aspects of merchandising management issues from the delivery of stock to store and final sale of the product to the customer, thereby reducing production, raw materials & manpower cost
Deft at increasing brand visibility for new product acceptance, building & retaining brand equity and creating corporate / product image
Possess excellent communication, interpersonal, analytical and problem solving skills
CORE COMPETENCIES
Managing store operations and supervising all incoming materials, storage, issue, stock verification & control and identification of surplus & obsolete materials
Carrying out retail sales & marketing activities and overseeing competent business strategies to achieve pre-set sales & profit targets
Ensuring optimum inventory levels to achieve maximum cost savings without hampering the sales plans
Developing relationships with suppliers / vendors and managing their day-to-day performance to ensure meeting of service, cost, delivery and quality norms
Building strong partnerships with third party vendors and assessing their performance to ensure supply of quality material
Generating Comparison, Sales, Cash & Card Details and GRN Reports on the basis of analysis to keep a track of all the activities of the organization and forwarding the same to the top management on weekly / monthly basis
Creating & sustaining a dynamic environment that fosters development opportunities and motivating team members to achieve the set targets
ORGANISATIONAL EXPERIENCE
Mar’16 DLF Brands ( Forever 21 ) As a Store Operations Manager
Lead and monitor a team of 46 professionals. Plan daily activities and allocating work for achieving of
assigned targets.
Assessing business potential, devising and executing strategies and plans to meet monthly, quarterly, or
Annual sales goals; forecasting future sales volumes to maximize profits.
Responsible for Stock Management, Visual Management & entire Operations.
Responsible for cash management, inventory control, project issues & maintenance.
Part of NSO team and successfully opened 3 stores of Forever21 pan India.
Identify training gaps of the sales team & conducting programs regarding various concepts to enhance productivity.
Ensure optimal implementation of business plan by defining base stock, option plan & range selection for
Smooth operations, coordination & advance planning to attain shorter merchandise replenishment cycle.
Overseeing the day-to- day management of the store in accordance with overall company policy;
inclusive of plans to improve commercial performance by increasing turnover and maximizing store
EBITDA / profitability.
Led efforts in developing & executing best practices & standard operating procedures targeting at Organizational excellence.
Provide support to head office and other stores as and when required.
Build and strengthen relationships with key accounts and customers.
Analysing different reports in terms of sale and profitability.
Making different report like, Stock week cover, Product feedback, best seller and worst seller, weekly
Analyse.. Etc. store KPIs.
Interacting with legal authorities (Municipal / Govt.) for licenses or necessary approvals.
Customer Service
Touring the sales floor regularly, talking to customers, identifying or resolving urgent issues.
Receiving unsolicited feedback from customers, intervening in confrontations between customers and
Employees. Making exceptions to store policies in critical situations.
At times, deferring to employees' best judgment in handling customer service situations.
Team Management
Overseeing the hiring, training, and development, of employees.
Ensuring adequate staffing levels to effectively operate store and employees receive necessary training
To perform their job responsibilities independently.
Mentoring employees so that the company can promote employees from within and develop future
Leaders, potentially for employment at other locations.
Feb’15 – Feb’16 Pantaloons Fashion & Retail Limited as Store Operations Manager
Role:
Ensuring that all the activities are carried out within the compliance in all areas of operational activity
Managing the P&L within allocated budget to affect profitable performance for the area
Responsible for identifying underperforming stores and designing a business plan to address & manage issues
Executing activities to achieve successful Mystery Shop results through training & development of Managers
Gathering and providing constructive feedback on VM standards to the business
Supervising the visual presentation of all stores to ensure that they represents the brand image
Monitoring Managers to seek & identify competitor activities, trends, pricing, tactics & local market conditions to make appropriate & innovative recommendations, thereby driving business
Organizing induction programs for new store managers and monitor ongoing performance needs
Interacting with Managers to communicate business & area objectives to remain well informed of business activity and contribute to business targets
Nov’13 – Jan’15 Landmark Group, Dammam, KSA as Store Manager - Lifestyle Concept
Role:
Ensuring that all the activities are carried out within the compliance in all areas of operational activity
Managing the P&L within allocated budget to affect profitable performance for the area
Responsible for identifying underperforming stores and designing a business plan to address & manage issues
Executing activities to achieve successful Mystery Shop results through training & development of Managers
Gathering and providing constructive feedback on VM standards to the business
Supervising the visual presentation of all stores to ensure that they represents the brand image
Monitoring Managers to seek & identify competitor activities, trends, pricing, tactics & local market conditions to make appropriate & innovative recommendations, thereby driving business
Organizing induction programmes for new store managers and monitor ongoing performance needs
Interacting with Managers to communicate business & area objectives to remain well informed of business activity and contribute to business targets
Highlights:
Appreciated as Empowered Store Manager for the Month in 2014
Received Trophy for the Best Store Manager in 2014-2015
Mar’11-Oct’13 Ethos Limited (Luxury watch Boutique) As Deputy Store Manager
Role:
Sales and “bottom-line” profits of the store.
Recruit, hire, train, evaluate and counsel store employees. Schedule, organize and direct assignments.
Maintain, encourage and possess “ownership mentality”.
Develop and implement employee performance evaluations and improvement plans.
Effectively manage employee turnover. Provide a positive working environment and handle employee issues appropriately and in a timely manner.
Resolve customer problems or complaints by determining optimal solutions.
Encourage store employees to take ownership for their performance and career development plans; follow up on a regular basis.
Provide exceptional customer service and ensure the employees also provide the same level of service.
Conduct regular store meetings.
Maintain adequate store supplies.
Manage store revenue, including cash handling, deposit reconciliation and delivery of deposits to bank.
Execute and monitor loss prevention and shrink programs.
Management of all store operational issues, to include store housekeeping, store administrative duties, physical inventories, price changes, etc.
Prepare Staff daily logs and route sheets for review by the Regional Manager.
Forecasting quantity requirements at SKU level for the stores
Assisted customers with information pertaining to watches, writing instruments, leather accessories and delivered the highest quality of customer service to each and every customer by taking extra steps if necessary, to ensure complete customer satisfaction.
Responsible for the sales and profitability of the showroom, to achieve/exceed the sales targets, maintain optimum stock levels, observe the company policies and procedures, increase the level of customer service so that the showroom achieves the company objectives/targets.
Interacting with customer care center for after sales service.
April’09-Jan’11 Prince Gems & Jewellery Private Limited - Chennai as Section Head
Role:
Ensured that the:
oFloor is clean & tidy
oTangibles & signage’s at cash counters are available
Prepared schedules, of day recovery plan and beginning of the day replenishment plan
Monitored the impact of visual merchandising plan
Delivered guidance to clients to avail valued added services like gift wrapping, alteration, exchanges other & conveniences
Imparted training to the staff members regarding product knowledge & shrinkage control
Developed reports of the fast& slow sellers, provided feedback to the merchandisers and obtained appropriate plan to dilute the stocks
Participating in stock purchases
Participating in exhibitions
Jan’08-Feb’09 Tanishq, Titan Industries as Retail sales officer
Role:
Ensured that the:
oFloor is clean & tidy
oTangibles & signage’s at cash counters are available
Prepared schedules, of day recovery plan and beginning of the day replenishment plan
Customer Retention by delivering international shopping experience
Merchandise Planning Setting of overall store value targets into brand as well as DCS contribution
Monitored the impact of visual merchandising plan
Ensuring brands are sufficiently stocked and effective replenishment ordering.
Inventory control – Regular stock taking and ensuring there are no stock shortages.
Delivered guidance to clients to avail valued added services like gift wrapping, alteration, exchanges other & conveniences
Imparted training to the staff members regarding product knowledge & shrinkage control
Developed reports of the fast& slow sellers, provided feedback to the merchandisers and obtained appropriate plan to dilute the stocks
Participating in exhibitions
TRAINING
Undergone Training on SAP Store Inventory Management 2015
Undergone Training Oracle Store Inventory Management 2014
Undergone Training Oracle Store Inventory Management 2014
Undergone training on Time Management in 2013
Undergone training on Coaching for Performances in 2013.
Undergone Training Store Inventory Management 2014
Participated in various Brand training
EDUCATION
2008 B.Com, Bangalore University, Bangalore
IT SKILLS
Windows 98, 2000 & 2007
MS-Office 98 & 2000 (Word, PowerPoint & Excel)
Oracle (POS & Store Inventory Management)
PERSONAL DETAILS
Date of Birth: 30th May, 1985
Nationality: Indian
Passport Status: G8430651 (Valid till April 2018)
Marital Status: Married
No. of Dependants: 2
Current Address: #51 2Nd G cross J.P nagar 5th PHS Bangalore - 78
Languages Known: English, Urdu, Hindi & Tamil, and Telagu
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