Customer Service Operations Specialist

Sujeet R Srivastav

Columbia, MD ***** 718-***-**** ***************@*****.***

Operations Specialist

management budgeting process improvements

summary

Skilled Operations professional with experience in managing large teams over a wide geographic region. Effectively recruits, hires and trains top talent. Manages personnel scheduling to optimize payroll costs and guarantee adequate coverage. Ensures timely delivery of inventories and supplies by selecting, monitoring and auditing vendor actively and metrics. Oversees budgeting to minimize costs and maximize revenue. Skilled at implementing or revamping processes and procedures, when necessary. Excels at customer service and retention, and catapulting sales.

education

Hunter College BS – Accounting New York, NY 2014-Present

LaGuardia Community College AS – Accounting Long Island City, NY 2010

skills

Branch Operations

QuickBooks

P & L Management

Inventory Control

Sales Management

Payroll

Budgeting

Training

Vendor Management

professional experience

November 2017 – Present

PNC Bank– Baltimore, MD

Branch Sales & Service Associate

Oversees all operations of university branch.

Sales of banks products and services to existing and prospective clients

Built a pipeline of prospective customers by outreach programs and proactive follow-ups.

Ensures product availability and adequate stock, based on projected demand forecasts.

Educate and coach customers to increase brand loyalty and satisfaction

Implemented risk framework to stay compliant as per banking rules and regulations

Conduct outreach programs in community and college campus to increase brand awareness

Achievements:

Increased branch credit card sales by up to 13%.

Increased customer experience index score by 23%.

Increased branch deposit by new customer acquisition to $500K/month

July 2016 – October 2017

Mobile City, LLC – New York, NY

District Manager

Oversees all operations for 12 retail locations.

Effectively recruits, hires, trains and coaches diverse teams of top talent.

Accurately forecasts payroll budget, and makes adjustments as necessary.

Ensures product availability and adequate stock, based on projected demand forecasts.

Responsible for vendor selection and management.

Monitors financials of each location through various auditing methods.

Leverages company programs, tools and resources to identify underperforming metrics and inefficient processes.

Conducts training for all store manager in various areas, including, time management, coaching techniques, cross selling and customer service.

Minimizes loss by ensuring all store standards and operating procedures are met, including workplace safety, inventory control, and loss prevention.

Collaborates with operations team to build compliance checklist and Inventory Management procedures.

Supports continuous improvement by implementing company programs and influencing end-user adoption.

Achievements:

Increased revenue in 10 out of 12 stores by up to 8%.

Consistently top producing district out a total of 6 districts.

December 2014 – July 2016

Sprint Corporation – New York, NY

Store Manager – Retail

Responsible for growing customer base.

Coached my staff and personnel on best practices.

Promoted a cross-selling environment to increase wallet share.

Worked with District Manager to develop effective promotions and marketing initiatives.

Effectively governed change management, communicating changes within the company policy and direction.

Achievements:

Increased store revenue by 30% within the first month.

Top store across all Metrics in North East region.

January 2010 – October 2012

Mobile City LLC – New York, NY

Store Manager

Responsible for new customer acquisition and customer relations.

Provided a wide range of technical support, which included device repair, software issues, refunds, etc.

Audited daily transactions, ensuring accurate reconciliations.

Responsible for inventory and merchandising.

Holding weekly meetings to plan future sale strategies.

Managed Security cameras of five different stores, and reported any security concerns to General Manage.

Achievements:

Increased daily revenue by over 200%.

Increased monthly activations by nearly 300%

References Available Upon Request

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