Jharkhand Customer Care

NIBIR CHAKRABORTY

Contact No. : +91-092********,097********

E-mail : *****.************@*****.***

Seeking professional enrichment opportunities in Sales Operations & Business Development with a frontline organization.

PROFESSIONAL SNAP SHOT

An astute professional with over 20 years of cross-functional experience in Channel Management, Stores Management with reputed organization.

Business Development Operation Management Team Management

Office Administration Customer Relationship

Customer Service Complain Handling

Working as a Retail Manager with Bata India Limited since July 2018 looking after Retail business currently at Kolkata .

Bata India is one of a multinational shoes maker based in Lausanne, Switzerland. It is a family-owned global footwear and fashion accessory manufacturer and retailer. The company has a retail presence of over 5,300 shops in more than 70 countries and production facilities in 18 countries.

Prioritize store Estimate and associate productivity as per norm of organisation.

Achieved all development milestone and profitability goals.

Update & download all H.O. communication of Conversion, UPT, ABV.

Developing people skill .

Managed merchandise levels,Inventory management, update of product line & replenishment of stock.

Looking after VM as per MAP.

All report being generate from POS on all category to compare Ly/TY every fortnight.

Wholly responsible for NPS activity to increase customer satisfaction and built Loyalty membership.

Taking ownership to visit Institutions & taking Initiative to make success of any promotional campaign.

Maintaining the ambience of the store as per the company standards. Worked with ECOM Express as Assistant Manager Operation at Kolkata,West Bengal since May 2018 till June 2018. E com Express Private Limited provides logistics solutions. The Company offers pre-paid, cash on delivery, cash before delivery, dropship, reverse logistics, and other related services. Ecom Express serves e-commerce industry in India.

Ecom Express Private Limited is a leading end-to-end logistics solutions provider with a focus on speed, safe and reliable nation-wide express delivery services to e-commerce industry. Worked as ASM Jharkhand Bharat Ceramics one of a Ceramic company deals with Different quality of Tiles:-Vitrified,Digital,Fabric,GVT .Worked during period June 2017 till March 2018. My job is to find Distributor, Dealer at assigned territory across Jharkhand.

TATA TELE SERVICES as Deputy Manager- Postpay & Branded Retail Proficient in steering bottom line profitability by ensuring optimal utilization of resources & supervising customer service operations for rendering & achieving quality Sales & services.

Adept in handling Post pay & Prepay Sales, Sales Advisor’s Productivity, stock of inventory control, Shrinkage..

Excellent interpersonal, analytical & negotiation skills with proven track record of achieving numerous cost savings during the career span.

An enterprising leader & an out of box thinker with excellent communication and interpersonal skills. SKILL SET

Worked with TATA TELE SERVICES as Deputy Manager- Post pay & Branded Retail Responsible as below

Channel Management: -

Have appointed 5 DST and 2 Franchisees.

Have handled 8 on roles & 10 off roles team and one MIS. Had ensured 40% of market share month on month.

Have capitalized Brand Image and have won national award. Have opened 2 stores @ Jamshedpur

Franchises model had award best in east 2 times .

P & L Analysis :-

All Franchisees & DST were @ +ve side

All store were EBITA +ve.

ROI was never concern to any of my business partners. Maintaining Opex month on month linked with annual. All RE’s were top performer in the circle & they were earning Incentive month on month. Store Maintenance: -

Have won best award on mystery Audit 10 out of 12 YoY. Had metro class ambiance.

Was personally monitoring excellent attrition control. Was responsible Associates Development.

Proper care of customers & complete closer cycle was implemented. MIS Generation:-

Was providing regular data to the team to work upon & target real customers. Helped team to work on bulk connection with AON.

Had helped retention team to retain quality customers. Worked closely with network team specially in dense & high rise building. Had planned many GTM and was appreciated nationwide. Target Oriented:-

Have always achieved my AOP > 110% YoY

Have earned incentive throughout my Tata tenure.

Clearly defined daily/Weekly/ monthly DRR.

Proper target updates shared to the team on daily basis via mail, SMS, con-calls. Have won 3 foreign trips and qualified all possible schemes. Inventory Control:-

Have designed such a system so that entire business partners maintain their threshold stocks & never went below the company stock norms. Store Visibility was always appreciated by people. Merchandising was well visible in entire city.

Have always focused on within the store competitions to engage them and gain business outcome.

Since Sept.’09 till April 2017 Tata Teleservices Ltd. As Deputy Manager –Channel Sales

(Postpay/Branded Retail).

Handling Retail & Postpay channel at Ranchi .

Presently handling team of 27 Team Member dedicated for Sales & Customer Service. Responsible for achievement of customer acquisition targets (Postpaid & Prepaid) inclusive of CDMA & GSM and revenue targets through sales of Handsets(CDMA & GSM) and Devices(Walky and Data) of Docomo CDMA & GSM.

o Maintaining the overall showroom experience of customer and brand image. o Responsible for Sales Advisor’s Productivity, and keep track of their performances o Market Mapping, Base Allocation & Account Management through franchisees. o Ensuring healthy profit of Retail Stores.

o Responsible for sales promotion schemes design, communication and implementation. o Managing churn and major focus on sales of high value customer. o Maintain proper MIS to understand the market scenario accurately and implement strategies accordingly

o Maintaining and preparing the entire database pertaining to the operation & management which includes the daily, weekly and monthly Dash board for a close look of happening in Retail Outlets.

o Handling the entire retail management software which includes RMS, FRMS, WMS, EBRS, EVD & LPMS.

Significant Achievements

Successfully launched Tata Docomo GSM in Jamshedpur, Year 2010 & had set several recorded & milestone during period of launch.

Since Apr.’08 till Sept.’2009 Spencer’s Retail Ltd. (Books and Beyond/Music World) as Manager Operations Jharkhand.

Managing three stores operations ensuring optimum inventory levels to achieve maximum cost savings without hampering the sales process.

Involved in stocking, Order Processing & Co-ordinating pickups from Vendor Companies etc.

Supervising overall general administrative activities entailing managing day-to-day affairs of the store, as well as handling of irate customers and escalated issues .

Attending to customer queries and grievances, taking special orders and maintenance of customer database.

Achieving sales targets & implementing various promotional schemes.

Emerged as Store expert for customer retention & handling their grievances.

Handling a team of 14 people which comprises of Sales team, Customer Service Supervisors, Associates and Marcomm person

Retail Store Operations:

Replenishment of stock on regular basis.

Figuring out the sales comparison trend.

Implementing VM plan & ensuring proper stacking & visual appeal of merchandise so that the store reflects a great shopping ambience.

Tracking consumer behaviour and emerging trends in the market.

Involved in Stocking, Order Processing.

Taking care of shrinkage level so as not to exceed above stipulated company norms.

Supervising overall general administrative activities entailing managing day-to-day affairs of the store, as well as handling of irate customers, escalated issues and follow-ups. Client Relationship Management

Managing customer centric operations & ensuring customer satisfaction by achieving delivery on time.

Maintaining cordial relation with customers to sustain the profitability of the business.

Handling various customer issues & complaints ensuring their satisfaction with the product to enhance & sustain business.

Organizing promotional activities like campaigns, in shop promotions & customer loyalty programmes for enhancing market visibility & to have better market reach. Since Jun’03 till March 2008 with Reliance Web Store Limited as Store Manager Reliance Web Store Limited is a division of Reliance Communications, R W Store Ltd. Is a chain of 5 star showrooms, currently specializing in the sale of Reliance Mobiles, Reliance Hello (FWP) Phones, Net connect and Broadband, Video Conf. services and accessories apart from handling direct customer interfacing.

Pivotal in maintenance of assets at store level & Profit & Loss of store.

Instrumental in generating the report of Handset sales, Broadband services & promotion of in-house activities.

Emerged as Store expert for customer retention & Store representative regarding Fraud Early Warning and Suspected Fraudulent Usage.

Efficiently handled preliminary queries regarding customer after sales services.

Handled a team of 20 peoples, viz: Customer Care, Sales, FOS (CIOU) Commercial Executive, Cashier, Web Lead, Web Guide, P.F.S.R.O and House Keeping.

Looked after the regular activities of operations viz: stock uploading, reconciling, PIS generation, CAF uploading and Internal auditing.

Benchmarked the monthly sales target (post-paid & prepaid) &Broadband vs target given through sales personnel.

Lead the team & set up which was awarded Best Web World of the Month twice for achieving outstanding sales.

Handled and effectively solved 60 plus customer care complaints on a daily basis.

Actively involved in managing the gamut of activities for the best web world in terms of overall functioning which included Customer Care, handling Sales, Records, MIS, reporting. Apr’00 To May’03 with Domino’s Pizza India Ltd. as Diomond Team Member DPIL is a master franchisee in India dealing with fast food.

Spearheaded operations as In charge of controlling daily, weekly, monthly food cost.

Supervised the Store operation - make pizzas, order taking and also customer concern.

Instrumental in handling wide gamut of activities as Marketing representative for the store towards corporate. Commenced career with Cyber Empire the oldest cyber cafe in Kolkata as Cafe Incharge at New Empire, Kolkata. ACADEMIC CREDENTIALS

1996 Bachelor of Arts. Calcutta University

1996 Diploma in Computer Application Bharatiya Vidya Bhawan PERSONAL CREDENTIALS

Present Address : Flat-603,Bajrang Tower, Gamharia,Jamshedpur,Jharkhand-832108 Permanent Address : P.O.-Raine, P.S. - Kolaghat, Pin-721130 Dist- Purba Medinipur (W.B.) Father’s Name : Late Biman Bihari Chakraborty

Date of Birth : 10TH January 1976.

Date-

Place- Jamshedpur

Nibir Chakraborty

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