Customer Service General Manager

Sandeep Saini

Mumbai, Thane (West), India, ******

961-***-**** **************@*****.***

Professional Summary

Dynamic and results-driven General Manager with over 22 years of experience in driving business growth, optimizing operations, and leading cross-functional teams in high-pressure environments. Adept at developing strategic plans, enhancing profitability, and fostering positive workplace cultures. Recognized for exceptional leadership, customer relationship management, and a strong commitment to continuous improvement. He is certified in the Lean Six Sigma Yellow Belt with a robust background in retail banking, sales, and operational excellence. Core Competencies

• Strategic Planning & Execution

• Operations Management

• Customer Relationship Management

• Financial Forecasting & Budgeting

• Team Leadership & Development

• Process Improvement

• Incident Log Management

• Continuous Improvement Initiatives

Professional Experience

General Manager Plywood Bazar.com

December 2023 – Present

• Spearhead strategic planning and business expansion efforts, resulting in increased market share and profitability.

• Lead a diverse team, fostering a positive work environment and achieving high employee satisfaction.

• Oversee budget development, financial forecasting, and reporting to ensure alignment with organizational goals.

• Implement innovative employee retention programs, significantly reducing turnover rates.

• Provide strategic oversight of marketing campaigns, ensuring alignment with business objectives.

Operations Manager The Medsum, Mumbai

August 2023 – December 2023

• Cultivated strong customer relationships, improving satisfaction and retention metrics.

• Directed day-to-day operations, achieving short-term and long-term business goals.

• Elevated customer satisfaction by swiftly resolving issues and optimizing service delivery.

• Analyzed customer data to identify growth opportunities and enhance customer relations. Business Head Technoplast Industries Pvt. Ltd.

January 2017 – January 2020

• Modeled business processes to identify areas for improvement, leading to enhanced operational efficiency.

• Negotiated with vendors and suppliers to optimize service delivery and cost-efficiency.

• Developed strategies to improve staff performance and morale, fostering a culture of continuous improvement.

Head of Business Development OMPH Consultancy LLP, Mumbai June 2015 – December 2016

• Led team restructuring and development, resulting in improved operational efficiency.

• Implemented data-driven strategies to meet operational targets and drive company growth.

• Established annual operational plans that maximized performance and achieved business goals.

Manager Aharsh Divine, Mumbai

February 2013 – June 2015

• Managed daily operations and led a team to meet productivity and customer satisfaction goals.

• Mentored junior staff, developing their skills and improving overall team performance.

• Conducted regular staff meetings to align team efforts with shifting business priorities. Assistant Manager Meru Cabs, Mumbai

November 2011 – January 2013

• Trained and guided less experienced staff, optimizing workload management and productivity.

• Implemented cost-saving measures, reducing labor and product expenses.

• Strengthened client relationships to support business growth and operational success. Assistant Manager Tata Teleservices, Mumbai

October 2009 – October 2011

• Enhanced service quality and sales by developing in-depth knowledge of company products.

• Managed customer inquiries and resolved issues, maintaining high customer satisfaction.

• Optimized department scheduling to maximize coverage during peak hours. Customer Services Executive Hutchinson 3G UK, Mumbai January 2007 – August 2009

• Monitored and improved customer service processes, increasing customer satisfaction.

• Upsold products and services, adding value to customer purchases and boosting revenue.

• Provided comprehensive customer support through various communication channels. Senior Officer ICICI Bank Ltd., Mumbai

June 2004 – December 2006

• Led collections team, reducing arrears through effective motivational techniques.

• Supported credit and sales teams with accurate asset valuations and research.

• Implemented customer retention strategies, maintaining high levels of client satisfaction. Customer Service Associate Zenta Technologies, Mumbai December 2001 – June 2004

• Resolved customer issues efficiently, ensuring high levels of satisfaction.

• Educated customers on product usage through demonstrations and presentations.

• Engaged in sales strategies to expand customer base and drive revenue growth. Education

Bachelor of Arts in English Literature

Madurai Kamaraj University, Mumbai 2001

High School Certificate (HSC)

Uttar Pradesh 1999

Secondary School Certificate (SSC)

Maharashtra State Board, Mumbai 1989

Certifications

• Retail Banking Certification ICICI Bank

• Lean Six Sigma AI Yellow Belt

Accomplishments

• Recognized by management for outstanding contributions to retail banking and sales projects.

• Successfully completed the Retail Banking course by ICICI Bank. Date of Birth: 27/11/1974

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