Customer Service Manager

PRASHANTH REDDY THUMMA

Riyadh, Saudi Arabia

Mobile: +966-********* E-mail: ****************@*****.***

Best time to call: Any Time

LinkedIn Profile: https://sa.linkedin.com/in/prashanthreddythumma Skype Name: vignanvikas

Seeking a responsible and challenging position in a growth oriented progressive company where my experience and skills will significantly contribute to the overall success of the organization

SUMMARY

More than 13 years of experience in Retail Operations/Sales, Business Development, Store Management and Customer Service

Expertise in Merchandising, Stock Management, Inventory processes and Management of Profit & Loss

Profound knowledge of Retail Processes and Retail Industry

Efficient in Operating Procedures, Business Analysis, Productivity Analysis, Inventory Planning, Designing and Implementing Promotions for the region

Proven ability to maximize sales and profitability through excellent service and the effective management of retail space

Proficient in Administration and Operations of stores through SOP implementation and retail audits

Strong Knowledge in setting sop’s, multiple stores handling, setting up stores of excellence, managing stock loss and market & competitor analysis

Dexterous in developing and maintaining high standards of execution and education in Stores

Excellence understanding of territory dynamics like: demographics, consumer behaviour & market

Adept in studying market trends and competition

Excellent leadership, coaching, mentoring and communication skills

Target-oriented with excellent customer service, analytical and organizational skills

SKILL SET

Retail Sales

Succession Planning

Merchandising

New Stores Launching

Market Research

Launching Stores

Designing & Implementing

Retail Operations

Business Development

Productivity Analysis

Customer Service

Stock Management

Business Administration

Team Management

Profit & Loss

Business Analysis

Stores Management

Budgeting

Strategic Planning

Relationship Management

Product Management

LANGUAGE SKILLS:

proficient in English

EDUCATION

Bachelors in Business Management (BBM) from Kakatiya University, India (1998)

CERTIFICATE

Postgraduate Certificate in Business Administration (PGCBA) from University of Wollongong, Australia (2001)

AVAILABILITY

Willing to relocate immediately

Do not hold bond with the current employer

Holding Saudi Arabia work Visa

GLOBAL EXPOSURE

Interacted with the clients from USA, Saudi Arabia, Australia

Worked in Australia

Have experience working in Saudi Arabia

ACHIEVEMENTS

Achieved award for being the best in “Lead Advanced “– Leadership training program for Area Managers from Landmark Group

Represented as brand ambassador for Centrepoint across all territories

Received certificate for achieving budgets from Spice retails

KEY CONTRIBUTIONS

Analyzed cashier & cash till efficiencies among 80 Large format stores and optimized manpower based on productivity by realigning 200 people with a cost saving of SAR 4.8 Mil per year

Realigned cash counters in 15 stores based on sale & space analysis

Prepared a 2-year succession planning for Centrepoint KSA by identifying future Retail Operations Manager, Area Managers and Store Managers

Assessed 150 Store & Assistant store managers and placed them in stores as per 70-20-10 ratio

Budgeted retail staff for 90 stores for FY 16-17

Prepared organization structure for Centrepoint Retail operations

Prepared KSA specific SOP for retail operations

Increased Spice Retail stores turnover by 35 % from INR 650 Million to 1 Billion in 2 years

Launched 40 retail outlets with a size of around 500 - 2000 Sq Ft in a span of 5 years

Directed daily sales and operations of 5 stores with an annual turnover of around INR 150 Million

Improved customer inquiry to conversion ratio of Broadband from 50%to 65%

Increased Reliance India Mobile COCO sales share in the cluster from 10% to 25%

Handled operations of 6 Large format stores in Jeddah, KSA

CAREER CONTOUR

Employer

Designation

Duration

Landmark Group - Centrepoint Stores, Riyadh -KSA

Business Excellence Manager

Aug 2015 - Present

Landmark Group - Centrepoint Stores, Jeddah -KSA

Area Operations Manager

Dec 2013 – Jul 2015

MAP (Mobile and Accessories Point), India

Self Employed

Oct 2009 - Nov 2013

Spice Retails Ltd, India

Regional Manager - State Head

Oct 2007 – Sep 2009

Reliance Retail, India

Category Manager - Non Foods

Nov 2006 – Sep 2007

GENPACT, India

Operations Manager

Mar 2006 – Oct 2006

Reliance Communications, India

Area Sales Manager

May 2003 – Feb 2006

Lifestyle International Pvt. Ltd, India

Assistant Store Manager

Sep 2002 – Apr 2003

KEY DELIVERABLES

Supporting in driving sales, reinforcing operations, and staff development, as well as overall service and brand integrity in Centrepoint - KSA for across 74 stores

Launched 5 SOE (Store of Excellence) in KSA

Maintaining, developing, and delivering operational processes, deployment and productivity models

Analyzing sales and cashier productivity across 80 Stores in KSA

Monitoring store processes and procedures to ensure best practice standards are maintained

Involving in:

-Launching Stores, Maximizing sales and profitability in the region by executing planning and sales functions

-Researching, developing and implementing efficiency saving processes and tools

-Monitoring for growth of stores by ensuring increase in footfalls, Conversion, Units per Transaction(UPT) and Average Transaction Value(ATV)

Maintaining frequent evaluation processes and communicating and educating store management

Implementing promotions and displays for the growth of stores

Managing unnecessary and duplicating process to improve efficiencies and maximise productivity targets

Creating retail operating plans for new stores, seasonal & events and ensuring effective implementation

Managing day-to-day operational requirements of the territory including retail deployment, visual merchandising proposition, facilities management & execution of centrepoint operating manual

Ensuring the highest level of customer service is given and measuring against set objectives

Make sure that stock loss prevention best practices are continually innovated and updated

Creating policies and procedures for daily store operations

Delivering industry leading compliance, procedures and performance

Monitoring process knowledge, operational manual of the centerpoint stores, KSA

Providing regular trading feedback on internal and external trading events and activities

Ensured:

-Operational efficiency of stores by monitoring and reviewing weekly and monthly at category level

-Stores are implementing the planogram

-Fill rate of DC by coordinating with vendors and fill rate of stores by coordinating with warehouse

Identified regular corporate clients for video conferencing

Conducted catchment area management program (CAMP) based on demographics to maintain regular customer base

REFERENCES: Available upon request

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