Achieving Exceptional Results
Art of Selling
Client Relationship Management
Competitor & Market Analysis
Cross-Selling & Up-Selling
Customer Base Expansion
Customer Relationship Management
Direct the Work of Others
Effective Oral Communication
Integrated Sales Cycle
Key Account Management
Solid Work Ethics
Strong Decision Making
Strong Interpersonal Skills
Training & Coaching
Sales & Customer Service Expert
Address: Fujairah, UAE
A results-oriented and competitive Sales & Customer Service Specialist with over 10 years of progressive experience in the Retail sector including the past 8 years with Alshaya Group (Starbucks Coffee). In- depth knowledge of the UAE & Indian markets with a track record of delivering reliable results in Store Management/Supervision, Retail Sales and Team Leadership. Proven ability to lead all aspects of the sales cycle including prospecting of new clients, networking within industries, selling to specification and multiple steps sales processes to drive revenue. Ability to direct operations that exceed service and commercial objectives, drive revenue earnings, and propel units to #1 in overall performance, sales and customer satisfaction. Well networked with some of the biggest retail brands and successful at managing key accounts, forging business partnerships in the markets, as well as dealing with customers or strategic partners at the most senior of levels. Mobilizes top tier talent to create high performing cultures that consistently achieve in extremely fast-paced and challenging environments. PROFESSIONAL CAREER OBJECTIVE:
Seeking for a challenging position in Sales, Customer Service & Store Operations with a reputed company in any industry to add value, maximize sales, enhance market penetration, business growth & propel the company to the top tier of its industry.
Areas of Expertise:
Professional Profile & Value
Cross Functional Expertise& Cross Industry Experience KEY ACHIEVEMENTS at Starbucks:
Achieved the best average ticket transaction of 40 dirhams in quarters 1 and 2.
Maintained the best stock loss % 1.1 and achieved the best topline sales by 85% in 2018.
Recognized as the best partner in the coaching and development in Quarter 1 & 2.
Achieved the highest store sales since opening with AED 6.5M in 2017. Responsibilities:
Contributing to Starbucks success by leading a team of store partners to create and maintain the Starbucks Experience for customers and partners.
Regularly and customarily exercising discretion in managing the overall operation of the store.
Supervising and directing the workforce, making staffing decisions (i.e., hiring, training, evaluating, disciplining, discharging, staffing and scheduling).
Ensuring customer satisfaction and product quality, managing the store’s financial performance, and managing safety and security within the store.
Setting goals for the work group, developing organizational capability, & modeling how to work together.
Demonstrating a calm demeanor during periods of high volume or unusual events and managing smooth transitions thereafter to keep store operating to standard and to setting a positive example for the team.
Displaying a “customer comes first" attitude by training and holding partners accountable for delivering legendary customer service.
Constantly reviewing store environment and key business indicators to identify problems, concerns, and opportunities for improvement to provide coaching/ direction to the store team to achieve store goals.
Soliciting customer feedback to understand customer needs and the needs of the local community.
Using all operational tools to plan for and achieve operational excellence in the store.
Recognizing and reinforcing individual and team accomplishments by using existing organizational tools and programs as well as by finding new, creative and effective methods of recognition.
Utilizing and demonstrates effective management principles and practices to create and maintain a successful store team resulting in an environment where partners are valued and respected. Responsibilities:
Supervised daily retail operations in a fast-paced retail environment; achieved personal sales targets in line with KPI objectives.
Acted with integrity, honesty and knowledge that promote the culture, values and mission of Starbucks. Occupational Contour
CAREER GROWTH at Alshaya Group (Starbucks): Jul 2012 - 2020 Retail Sales Assistant Supervisor Store-in-Chrge
STORE-IN-CHARGE 2018 - 2020
Alshaya Group, (Starbucks Coffee), UAE
SUPERVISOR 2014 – 2018
Alshaya Group, (Starbucks Coffee), UAE
Starbucks is the premier roaster and retailer of the finest coffee with more than 16,000 retail locations in North America, Latin America, Europe, the Middle East and North Africa and the Pacific Rim. Starbucks is focused on delivering the best experience to every customer at each of our locations around the world.
Anticipated customer and store needs by constantly evaluating environment and customers for cues; communicated information to manager so that the team can respond as necessary.
Assisted with new staff training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed.
Reported direct to the store manager and provided feedback on each staff performance during shift.
Contributed to positive team environment by recognizing alarms or changes in partner morale and performance and communicating them to the store manager.
Created a positive learning environment by providing clear, specific, timely and respectful coaching and feedback to staffs on shift to ensure operational excellence and to improve partner performance.
Developed positive relationships with shift team by understanding and addressing individual motivation, needs and concerns.
Executed store operations during scheduled shifts; organized opening and closing duties as assigned.
Followed Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all partners during each shift.
Provided quality beverages, whole bean, and food products consistently for all customers by adhering to all recipe and presentation standards; followed health, safety and sanitation guidelines for all products. Responsibilities:
Communicated sales plan and targets to the sales team and provided sufficient training inputs, guidance, and motivation to achieve targets successfully.
Monitored the sales process (initial customer contact, clarification of need, identification of prospect, follow-up on initial contact, final closure of sale) to ensure quality in the entire process.
Established and maintained a network of business contacts and relationships within the market to increase market awareness, obtain competitor intelligence, and customer preference information.
Prepared accurate sales reports for management review on a daily, weekly, and monthly basis.
Helped customers with all their shopping requirements in an extremely fast-paced sector.
Providing customers with information on pricing and product availability.
Provided quality customer service and demonstrated knowledge of coffee products, equipment, & menu.
Trained, supported and drove new team members to a brilliant attitude towards customer service. KEY ACHIEVEMENT at Capital Shoppers:
Awarded as Best Employee of the Year 2011.
Collected cash payments and processed credit card transactions for the purchase of goods.
Maintained an up-to-date knowledge of store products and services in order to effectively conduct sales. BBA: Business Administration Oct 2008 – Nov 2011
Makerere Business School, Uganda
GTS: Eight including English, Mathematics, Office, Design Technology Feb 2006 – Oct 2008 Standard High School, Kampala, Uganda
RETAIL SALES ASSISTANT 2012 - 2014
Alshaya Group, (Starbucks Coffee), UAE
SALES ASSISTANT 2010 – 2012
Capital Shoppers, Uganda