Customer Service Manager
Resume:
PAPPU DEY
Mobile: 905******* / 801-***-****
Email-ID: *********@*****.***
CAREER OBJECTIVE:
To work in an organization that appreciates innovativeness, demands analytical. Provide a challenging and performance driven environment and a wide spectrum of experience to grow and excel in my career. I aim to create meaningful contribution to the organization through my skill and abilities and to continuously improve on my professional knowledge and skill.
PROFESSIONAL SYNOPSIS
Highly successful and commercially aware Area Retail Manager with 11 years of proven track record in driving business forward whilst delivering high retail standards.
Presently associated with BIBA Apparels Pvt. Ltd. as Area Retail Manager for Bihar & Jharkhand Region.
Expertise in all aspects of running a successful retail operations, including P&L management, sales, customer service, inventory management and staffing.
Proficient in managing day to day operations, cost control and optimizing resources (man & material) to ensure maximum efficiency.
Proven skills in driving and maximizing sales through excellent operations and marketing efforts.
Keen customer centric approach with zeal to achieve customer delight by following best service standards.
Deft in building productive relationships with all staffs, establishing high standards and coaching for performance.
Demonstrated communication and people skills, ability to communicate effectively as well as build relationships at all organizational levels.
EMPLOYMENT SCAN:
Name of the Company BIBA Apparels Pvt Ltd
Designation Area Retail Manager
Duration From Dec 2019-Till date
ROLES & RESPONSIBILITIES
Responsible for directing all operational aspects of 14 EBO & 18 SIS counter in LFR (Shoppers Stop, Pantaloon & Central) and driving sales whist minimizing cost.
New Store Opening, Rental Negotiation, Franchisee dealing
Leading and managing a team of 89 team members towards effective collaboration and attainment of goals.
Formulating fruitful business development strategies to ensure long-term success.
Setting standards and objectives for different stores and departments.
Optimizing and overseeing operations to ensure efficiency.
Undertaking sound financial management to ensure stores are profitable and stay within budget
Ensuring compliance with company’s policies and operational guidelines
Evaluating inventory and ensuring availability of products on shelves
Creating programs and coordinating with other local stores to trade inventory when necessary to guarantee the best customer experience.
Evaluating performance using key metrics and addressing issues to improve it.
Organizing and executing large-scale department reorganization, including refits and retrofits for new products.
As night operation manager, producing safe, clean environment with needed product on appropriate displays throughout store, in time for daily store openings.
Setting the standard for impeccable customer service and training all staff to excel in customer treatment.
Working with vendors to develop product training from product sources.
Name of the Company BIBA Apparels Pvt Ltd
Designation Area Retail Manager
Duration From June 2017- Dec 2019
ROLES & RESPONSIBILITIES
Responsible for directing all operational aspects of 12 EBO & 18 SIS counter in LFR (Shoppers Stop, Pantaloons, Reliance Trends, Project Eve, Life Style & Central) and driving sales whist minimizing cost.
Leading and managing a team of 69 team members towards effective collaboration and attainment of goals.
Formulating fruitful business development strategies to ensure long-term success.
Setting standards and objectives for different stores and departments.
Optimizing and overseeing operations to ensure efficiency.
Undertaking sound financial management to ensure stores are profitable and stay within budget
Ensuring compliance with company’s policies and operational guidelines
Evaluating inventory and ensuring availability of products on shelves
Creating programs and coordinating with other local stores to trade inventory when necessary to guarantee the best customer experience.
Evaluating performance using key metrics and addressing issues to improve it.
Organizing and executing large-scale department reorganization, including refits and retrofits for new products.
Name of the Company Cluster Manager
Designation BIBA Apparels Pvt Ltd
Duration From May 2015 - Nov 2017
ROLES & RESPONSIBILITIES
Responsible for managing 35 SIS counter in LFR (Shoppers stop, Pantaloon, Life style, Central & Globus) for Kolkata & west Bengal.
Managed a team of 62 members, and drove team performance.
Developed business strategies to raise customers’ pool, expand store traffic and optimize profitability.
Met sales goals by training, motivating, mentoring and providing feedback to the sales staff.
Ensured high levels of customer’s satisfaction through excellent service.
Completed store administration and ensure compliance with policies & procedures.
Maintained outstanding store condition and visual merchandising standards
Reported on buying trends, customer needs, profits etc.
Proposed innovative ideas to increase market share
Conducted personnel performance appraisals to assess training needs and build career paths.
Dealt with all issues that arise from staff or customers (complaints, grievances etc).
Name of the Company Biba Apparels Pvt. Ltd
Designation Asst Store Manager & Store Manager
Duration From June 2011 - May 2015
ROLES & RESPONSIBILITIES:
Responsible for managing the day to day operations which included sales, profitability, customer service, visual merchandising, inventory management and team management.
Analyzed sales figure, strategized & forecasted to ensure maximization of sales & profit.
Assisted & responded to customer complaints, request, queries & comments.
Involved in recruiting, training, supervising, motivating and reviewing staff performance.
Maintained optimum stock level & made key decision relating to the constant demands of stock control & management.
Ensured the delivery of highest standard of customer service.
Prepared and sent all reports & feedback to H.O.
Monitored sales performance and updated sales staff’s performance progress and advised corrective actions to the team
Conducted regular staff meeting to update their sale vs. target and motivating the team to achieve their goals.
SOFTWARE KNOWN
RetailPro8, Genesis
EXTRA CURRICULUM ACTIVITIES IN BIBA
Done the store Audit in Durgapur, Siliguri & Itanagar & taking Care of the Stock delivery in Kolkata Locations.
Name of the Company Shoppers Stop Ltd
Designation customer care associate and cashier
Duration From January 2008 to June 2011
ROLES & RESPONSIBILITIES:
Assisted customer and resolved day-to-day customer related problems in Store.
Maintained global count and displayed merchandise as per VM norms
Performed PICS, RTV, Pull back and making loyalty card.
Encouraged teamwork within the workforce to ensure set productivity targets are met.
Generated invoice and collected payments.
Name of the Company Qasar Health Care Pvt. Ltd. (Subsidiary Company of East India Pharmaceuticals Limited.)
Designation ISR
Duration From January 2006 to December 2007
ROLES & RESPONSIBILITIES:
Visited retail shop to take the P.O.B.
Handled wholesalers & Stock point.
Appointed new stock point where ever required.
Planned and achieved assigned sales target
EDUCATION:
Bachelor of Science (B.Sc.)
Kolkata University, West Bengal, India
TECHNICAL SKILLS:
Know Basic knowledge of Computer like E-mailing, Microsoft Excel. Microsoft Word, Power point Etc.
Also well equipped with the software AS400 And Retail pro version 8.52
HOBBIES:
Enjoy Music, Playing cricket
Reading News paper & Meet Various People
PERSONAL DOSSIER:
Date of Birth : 23rd February 1982
Fathers Name : Sri Sudhangshu Dey
Gender : Male
Languages Known : Bengali (Mother Tongue), English, Hindi
Address : 179/A Sodepur Ghola 'C'block, P.O: Sodepur, P.S: Ghola
Declaration - I hereby declare that all the Information Furnished Above are true to the best of my Knowledge.
Date:
Place: (PAPPU DEY)
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