Yawar Ali Gill

Experienced in Customer Service,Retail Store Management & Retail

Operations

050-***-****

Email: adfp4i@r.postjobfree.com

OBJECTIVE

Looking to join a challenging role in a reputed organization where I can contribute my strong Retail, Sales, Business Operations Support and Customer Service expertise in the best possible way to support the company’s goals to be of service to clients, and achieve client retentions and to increase company’s sales/ profit goals. SUMMARY OF QUALIFICATION & STRENGTHS

More than 16 years of combined working experience in Retail, Customer Service, Business Admin Operations Support, Store Retail Operations, Inventory, Visual Merchandising, Staff/Team Management, Cash/Sales Management and Facilities Management

Fluency in English, Urdu, Filipino, Hindi and currently developing my basic Arabic

Sensitivity to business/company confidentiality and cultural differences

Dynamic understanding of customer service retail store and office operating procedures

Presentable, neat and polite

Team player

Willingness to help and assist clients

Computer literate – MS Office, Internet, Social Media

Data Analysis

Willingness to learn and improve always; ability to learn new tasks quickly

Strong coordination skills – experienced in working closely with the other departments WORK EXPERIENCE

March 2019 – September 2019, Sales Executive, FloorWorld, LLC FloorWorld provides wooden floorings and it’s the biggest flooring company in the Middle East. Assigned to work in Oasis Centre; Contributing on exceeding monthly sales targets, achieving and maintaining positive commendations on sales and customer service from walk-in customers, mystery shoppers and colleagues. Duties and responsibilities include overall Showroom Management, Customer service, Sales, Preparing Quotation, Raising Complaints, Cleanliness of Showroom, Inventory of Display Samples Periodically, Answering Phone Calls, promoting HSE within the store.

Greeting customer fist when they come in the showroom and ask if they need assistance

Gathering customer’s information to put in the system (CRM)

Ensuring all the display and samples are up to date

Answering and doing cold calls to the customers

Explaining the products “Wooden, Vinyl and Laminate” flooring to the customers

Booking site visits and coordinating with the estimation manager to send a team for accurate measurement at customer’s premises

Making Deals in CRM and preparing Quotations for the customers

Doing proper follow ups and keep them in ZOHO (CRM) for the future use

Ensuring customer is paying Half of the payment of their Order

Creating clear and precise Sales Orders for all the jobs in CRM

Preparing the purchase receipts in CRM

Ensuring to keep in touch with the customer until the project ends

Registering complaints (cases) in CRM, handling customer complaints in a friendly and professional manner

Always making customer happy with the solution to their problem, if there is any. Keeping a good and healthy relationship with customer so they come back again

Preparing sales report and sending to the finance department

Preparing month end report and sending to the higher management

Distributing flyers to the mall walk-ins if needed December 2013 – July 2018, Store Manager, Landmark Group International (Koton) Assigned to work in small, medium and large floor stores including Dubai Mall, Mall of the Emirates, Dubai Marina Mall, Al Ghurair Center, Oasis Centre, Arabian Plaza, Mirdiff City Center, IBN Battuta Mall, Deira City Center, “Supported Yas Mall for 1month, Bawadi Mall for 2weeks, RAK Naeem and Manar Mall for 15days each ; Contributed on exceeding monthly sales targets, achieving and maintaining positive commendations on sales and customer service from walk-in customers, mystery shoppers and colleagues. Duties and responsibilities includes overall Store Management, KPIs management and analysis, Customer service, Sales support, Visual merchandising, Replenishment, Staff management, Store Inventory, Cash management, Audit Management, Admin Management, Sales reporting and promoting HSE within the store.

Maximize department sales and productivity metrics in line with shop targets

Monitor key data reports on space management, sales and stock movement against last year, last week and budget on a daily and weekly basis and communicate to junior staff

Ensure and monitor all stock is laid out and displayed according to standard layout norms(product placement, signage, neat and well folded, arranged in order from smallest to largest, hanged items must be steamed, brand wise, size wise etc.)

Lead stock inventory, receipt of deliveries and stock replenishments; ensure continuous stock availability ongoing recovery and maintenance in the store

Ensure the highest standards of housekeeping, health standards are maintained in store at all times

Promote ‘Shukran’ loyalty card membership to customers

Coach and sponsor sales associate within the department

Oversee deployment and drive motivation levels of the team members

Deal and resolve customer issues and concerns including returns and exchanges

Optimize floor space based on merchandise availability, storylines and product sell-off

Ensure confidentiality with respect to Company’s retail/ store sales information

Mentor team members to ensure greater customer service orientation

Ensure and monitor all products are price tagged and bar-coded before display

Ensure and monitor all transactions are recorded on the system in time, accurately and correctly categorized

Monitor and implement sales promotion and event in the stores

Ensure effective implementation of visual merchandising principles within the stores

Preparing trade report of the store on weekly basis

Prepare and submit personal development plan

STAFF, PRODUCT AND PROCESS

Build effective and strong working relationships with Sales team, Area Manager and Head Office

Effectively communicate and build strong working relationship with Host stores and Centre Management

Lead by example and ensure the Sales team represent the brand at all times, adhering to the uniform policy.

Conduct daily briefs with the sales and management team at the beginning of each shift

Motivate and encourage the sales team in order to maintain good staff relations and morale

Conduct staff training events to support, develop and motivate the sales and management team

Conduct reviews and appraisals within set timescales and ensure poor performers from the team are given improvement plans

Apply succession planning and identify those with potential and ensure they receive the necessary training and support to develop within the brand.

Responsible for stock management and ensure correct stock levels are maintained

Observe and maintain the highest standards on products whilst deliveries are being processed

Plan and prepare sale markdowns

Liaise with the Area manager and Head Office on product styles/bestsellers

Monitor performance on each department and ensure sufficient quantities are delivered

Be aware of new products and any promotions on the company website

Ensure timekeeping and attendance is maintained at an acceptable level

Record all sickness and absence in line with the absence reporting procedure

Maintain a professional behavior and attitude at all times

Ensure all policies and procedures including Health and Safety, till operations, stock Management and HR are being followed by myself and the team

Ensure a high standard of hygiene and housekeeping is maintained within the store

Protect stock and property from theft and damage by following all company policies and procedures

Ensure the notice boards are updated on a regular basis to keep the Sales team up to date with company performance and policies

Responsible for banking and cash handling procedures when opening and closing the store

Responsible for key holder duties and ensure all security procedures are adhered to

Ensure staff receive the correct benefits and uniform allowance

Follow and seek guidance on all disciplinary, grievance and investigative procedures and remain professional at all times

Responsible for carrying out daily administration duties and use of company email systems October 2011 – November 2013, Assistant Store Manager, Landmark Group International (New Look)

Ensure departmental décor is correct and there is consistency in displays, branding and departmental layouts

Assist customer to find product on the sales floor

Answer customer’s questions regarding the product

Working as cashier and process customers transactions

Inspect merchandise for quality control and report any defects

Ensure on-time clearance of all soiled and damaged merchandise

Ensure on-time completion of random pricing checks on products

Monitor and implement sales promotion and event in the stores

Support induction of new recruits through buddy system

Monitor and facilitate complaint resolution of direct reportees/team members

Collaborate with inventory team and perform stock takes

Deal and resolve customer issues and concerns including returns and exchanges

Ensure the highest standards of housekeeping, health standards are maintained in store at all times

Reset sales floor to visual standards at the end of the sales day

Optimize floor space based on merchandise availability, storylines and product sell-off

Promote ‘Shukran’ loyalty card membership to customers December 2008 – September 2011, Senior Sales Associate, Landmark Group International (New Look)

Providing top level customer service that exceeds the expectation of customers

Achieving individual and store sales and KPI indicators by maximizing every opportunity to make sales

Performing till duties, including, credit notes, card or cash refunds, price overrides with manger approval and cashiering

Identifying the needs of customers and provide correct answers to them on questions concerning all products

Provide answers to questions relating to price, benefits, features, location and use of merchandise, etc.

Stand in for the assistant manager or the store manager when needed

Providing support by acting as a key holder in meeting the needs of the business in the store whenever required

Providing support to new team members

Keeping proper customer records, security of stocks, and handling of cash in line with company processes and procedures

Ensuring records of customer requirements are kept accurately in accordance with company procedures

Capture and input customer data into company database to enable the promotion of customer loyalty and repeat visits

Receiving and investigating complaint from customers and ensure successful and prompt resolution, develop acceptable solutions and make recommendations to the management of the store appropriately

Actively taking part in all training, events and meetings organized by the store

Take proper and accurate record for all stock, and check prices

Being part of Sale Launch and Stock takes

Adhere to established safety and security procedures of company and ensure all potential health and safety issues are communicated promptly to the store manager

Perform other tasks the store manager may assign based on the store demands and standards

Promoting company’s loyalty card program “Shukran” June 2005-May 2008, Office & Facilities Coordinator, Al Mamzar Business Centre, Dubai UAE Al Mamzar Business Centre is consisting of 49 serviced-offices. Part of the pre-opening team, I am responsible for overall office & facilities coordination which includes but not limited to the following:

Direct interface with facility suppliers, furniture supplier, interior decorators, Business Centre tenants, Finance department, and Business Centre Management

Coordinate with PRO for visa applications and trade license renewals

Point of contact (POC) for Security and HSE issues/concerns within the Business Centre

Maintain First Aid Kits and ensure that kits are install on accessible areas; coordinate with Dubai Municipality for HSE inspections and Dubai Civil Defense for fire alarm testing and adherence to government standards

Responsible for orders and maintenance of office supplies and kitchen consumables (paper, stationeries, tea, coffee etc.)

Delivery of facilities projects – coordinate moves, repairs & improvements within the Business Centre

Ensure that common office facilities like reception, conference room, kitchen and toilets are well maintained and well presented

Coordinate with electricians, plumbers, cleaners and security; ensuring repairs, safety issues or any other issues are resolved in a timely manner for the comfort of tenants

Coordinate with the Security Department on issues relating to office access, building access CCTV; keep found belongings and record of lost & found cases

Supervision of usage of vehicles, building parking, drivers and cleaners schedule

Ensure that common multipurpose printer and scanner are maintained; coordinate with suppliers and technicians for any related issues

Manage petty cash; submit monthly expense report to accounts department

Other duties includes supporting the Business Centre Management o Provide reception support as required

o Collect and distribute of internal and external mails o Bank works including collections and deposits

o PRO coordination for renewal of tenants Trade License and Visas o Prepare refreshments for clients and visitors

Jan 2003-April 2005, CAPTAIN Order Taker, Village Restaurant MM Alam Road, Lahore, Pakistan

Greeting guests in warm and in a friendly manner

Ensuring guests are assist with the tables

Assisting guests personally while sitting

Ensuring guests are served within specified time

Having good knowledge of menu

Assisting guests if they have any query regarding menu

Anticipating any unexpected guest need and reacting promptly and tactfully

Speaking with the guests and staff in a clear and professional language

Applying service techniques correctly at all times and serving food and beverages with enthusiasm, when needed

Setting tables accordingly to type of event with service standards

Recording orders in the point of sales system at the time of orders

Communicating with kitchen staff regarding any menu questions, the length of wait and product availability

Communicating with kitchen chef regarding additional meal requirements, allergies, dietary needs and telling chef if there is any special request from the guest

Ensuring cleanliness of the tables and all the left food and beverages are kept in a designated area

Presenting accurate and correct bill to the guest and processing their payment

Ensuring restaurant’s brand standards and SOP’s are implemented

Conducting monthly inventory with inventory team to check on all operating equipment and supplies

Taking an active role in developing and coaching junior staff

Ensuring the restaurant is always kept clean and organized at all the times, both at front and at the back of house areas before leaving the restaurant

Completing closing check list including restocking items and turning off lights etc Jan 2002-Dec 2002, Shop/ Sales Assistant, Rana Mobiles, Lahore, Pakistan

Response to customers face-to-face and telephone product queries

Process quotations, purchase orders, handle petty cash and expense report SEMINARS AND TRAININGS ATTENDED

Certificate of completing, Successful Selling, Self-Motivation, Negotiation Skills and Product Specialization Course, 2020

Change Management, Blue Ocean Academy, Dubai, 2014

Oracle Store Inventory and Cash Management System, Landmark Head Office, Dubai, 2014

The Winning Team, Landmark Head Office, Dubai, 2014

Product Knowledge, Landmark Head Office, Dubai, 2014

Customer Service and Telephone Skills, Al Mamzar Business Centre, Dubai, 2005

Facilities Management, Al Mamzar Business Centre, Dubai, 2005 PERSONAL DETAILS

Date of birth: 21 Sept 1984

Nationality: Pakistani

Driving license: Valid UAE Driving License

Educational background: Collage Diploma in Computer Science, Lahore Pakistan, May 2001 Interest: Movies, Music, Cricket, Fashion, Meeting new people, Learning and Development

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