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Customer Service Manager

Calgary, AB, Canada
February 19, 2020

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+1-403-***-**** (Calgary, Canada)

Lakshmi Narra


~6.5 years of experience in the areas of Customer Service Management, Merchandise Management, Cash Management & Data Processing, Payroll & Accounting at Retail Giant Wal-Mart & Food Service Organizations. I provide strategic and tactic solutions to the Customers & Employees on small and complex problems. I add value to the business by delivering the best customer service. Characteristics:

I am a passionate, self-starter, well organized, vision and high detail-oriented, flexible domain expert in Customer Service Management with strong Customer Service mindset and financial acumen of retail concepts. I demonstrate through commitment and relationship skills with decisiveness and leadership skills. I solve the problems with proactive approach and effectively communicate at all levels of the organization with the ability of clear thinking.

Customer Experience Sales Floor Associate Wal-Mart, NorthLand Mall, Calgary Feb 2019 to Till Date

Handle Customer Calls & Inquiries on Product & Services.

Manage the Online Orders, View, Order, Staging, Call the Customer, Product Pickup, Dispense.

Lead the function of merchandize returns from Customers, dispatch the products to concern department and warranty returns & claims.

Assigning associates to areas of the salesfloor in partnership with the respective Manager

Handle the Associate Schedules & ensuring associate breaks are taken in accordance with coverage & covering an assigned area on the sales floor as needed

Do the zones and assign the area to associates.

Working recovery merchandise from the Customer Service desk and other areas of the store

Assisting with Front End coverage

Moving feature merchandise to its modular home

Training, coaching and offering feedback to associates Provides excellent Customer service through:

Assisting customer in locating merchandise.

Being knowledgeable about emergency and safety procedures

Maintaining a safe work area, free of excess debris and fixtures

Supervise lockout/tag-out procedures, liquid and chemical spills Achievements:

3 times Star award on Customer’s excellent Feedback. Ex: Customer comes back to the store again and again and call my name for the service.

Stop the thefts. ~$6000 savings for the Walmart

Back Room Manager Wal-Mart, NorthLand Mall, Calgary Nov 2018 to to Feb 2019

Working picks from automated systems.

Picking, stocking, Categerising merchandise, binning, Purging the merchandise

Completing backroom bin audits, counts

Reviewing finalied count listings and refer to appropriate ASM

Correcting Perpetual inventory – PI and shelf capacity errors

Direct receivings accurately logged in and checked in.

High ticket DSD Merchandise secured

Bay doors, compactors, lockups secured when not in use

Backroom lockups accurately binned and labelled

Backroom safety sweep executed 3X days

Ensure trailer listings is printed with high ticket merchandise identified and secured upon arrival

+1-403-***-**** (Calgary, Canada)

Validate and merchandise that has been logged but not checked secured

Manage flow of vendor merchandise

Sure check receiving logs completed for temperature controlled Products/deliveries. Achievements:

Out of box thinking made me to perform above & beyond my duties. As a result, designed a report from smart system and aumated the variance analysis.

Merchandising Associate Wal-Mart, NorthLand Mall, Calgary Oct 2018 to Nov 2018

Setting modular and merchandising non basic items

Printing modular, labels and reviewing the floor plan for accuracy

Ensuring modular are finalized in the system through aisle location attachment process and stocked

Setting Home Office Bought features

Ensuring proper Fixtures and supplies are used and replaced if necessary

Using Proper signage as the modular dictates (i.e., beanies)

Completing hand off walks, Provides excellent customer service through:

Assistaing customer in locating merchandise

Providing a clean, stocked, well zoned store ensures that safe work habits are being followed by

Properly handling all liquid and chemical spills

Maintaining a clean accessible fixture room ensures cleanliness through:

Maintaining clean modular

Zoning the stock

Customer Service Manager Wal-Mart, NorthLand Mall, Calgary Oct 2017 to Oct 2018

Correcting registry errors when necessary/required.

Following and training associates on the “One Best Way” standards of practice.

Responding to CSM alerts on the handheld promptly.

Providing coaching and training feedback to associates.

Assigning cashiers to registers and managing breaks of associates as required.

Communicating with management and sales floor associates to maintain Front-End coverage.

Resolving customer dispute/concerns and using good judgment to make decisions for the customer at the cash register and at the customer service desk.

Leading and motivating the front end team to effectively maintain the sales rates of the Walmart Rewards MasterCard

Co-ordinating the lunch/break schedules for Cashiers, and Courtesy Desk Associates.

Providing assistance at all outlying registers.

Keeping adequate quantities of clean, quality shopping carts for Customer use.

Ensuring each register has plenty of bags, register tape, etc., to serve the Customers quickly. Achievements:

Prepared a smart sheet for a quick memory of shortcut keys for cashiers. Got a Silver award as outstanding performer of a month for 95 mastercard sales in 2Q of 2018. Total 300 cards. Cashier Wal-Mart, NorthLand Mall, Calgary Aug 2017 to Oct 2017

Scan items and ensure pricing is correct.

Greet customers and ask if they want paper or plastic.

Take coupons and scan correctly.

Dispense correct change.

Take money in the form of cash, credit card, or check.

Issue receipts, refunds, and credits.

Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.

Change receipt paper as needed.Bag items carefully.

+1-403-***-**** (Calgary, Canada)

Resolve amount discrepancies.

Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.

Take food stamps or WIC coupons.

Process returns and check to see if items are damaged.

Answer customers' questions and get a manager if answer doesn't solve the issue.

Cash checks and provide change.

Return unwanted items to shelves.


Highly productive, and done 1100 scans per hour

Promoted from Cashier to Customer Service Manager in 3 months. Accountant SARR Foods Inc, Calgary, Canada Jun 2016 to Dec 2016

Handle the Order to Cash for the sales at School events. Creating Sales Orders, Generating Invoices, Outstanding AR, Collections. Process credits & rebillings

Raise Purchase Orders for purchases & A/P invoice processing

Updating the sales, revenue information in system

Running the payroll bio-weekly

Payroll preparation and deduction remittance,Assist with processing semi-monthly payroll

Cutting the payroll checks

GST preparation and filing,Government Remittances,Prepare CRA remittances( cpp,EI,Federal tax, province tax)

Payroll and source deduction calculations and filings

Account reconciliations,Financial Statements,Process monthly credit card and expense claim reconciliations.

Running quarter ending financial reports

Financial Statement preparation, account analysis and audit schedule preparation.

Client Invoicing/Receipts

Assist with Accounts Payable.

Prepare CRA remittances.

Process monthly bank reconciliations

Process Associate NETSCAPE Credit Consultancy, Hyderabad, India Jan 2005 to Nov 2008

Review the Loan applicant’s documents (Paycheck, PAN, Bank statements,

Financial statements, tax returns, application)

Calculate the eligibility criteria and provide approval or denial information to the

Upload all the data into system.

Printing all the documentation and filing for audit.

Send communication to loan applicant if additional information required.

Monthly reporting of # of applications, approvals, rejections and rationales for

rejections to the management.


Bachelor of Arts from Acharya Nagarjuna University, India Technical Skills

Typing 60 words per minute

ERP systems: Worked on Sage 50, Learnt Quickbooks, Oracle R12 and H&R Block personal tax returns. POS software

Tools: MS Office (Excel, Word, power point)

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