Customer Service Operations Manager

ADEEL HALEEM

Lucknow, (UP) India.

***************@*****.***

Contact: +91-888-***-****

PROFILE SYNOPSYS:

Energetic professional with MBA and over 15 years of significant national & international experience in the areas of handling the entire scale of business functions and retail operations. Customer centric, with excellent abilities to resolve complaints and provide right solutions, subsequently building long – term relationship and procuring repeated business. Well versed in using sales strategies to boost store’s profits. Successful track record of managing & streamlining business processes.

ACADEMIC QUALIFICATION:

Master of Business Administration (Marketing, & HR) from International Institute for Special Education (India) in 2008.

Bachelor of commerce from Lucknow University in 2005. EXPERIENCE & ACHIEVEMENTS:

Adidas India (Lucknow) – as Area Operations Manager, UP – from Jan 2020 – Present

Heading entire retail operations for UP & further commercial expansion.

Managing operations of the 15 business units to ensure profitability and operational excellence.

Monitoring business operations to ensure that staff members comply with administrative policies and procedures, safety rules and government regulations.

Forecasting long-term business opportunities and strategizing the business plan to achieve the budgets & handsome margins.

Ensuring that the employees are properly trained in all facets of their job responsibilities, including systems training, product knowledge, business process knowledge, new feature knowledge and best practices. SPRET International LLC (UAE) – as Retail Operations Manager – from May 2019 – Dec 2019

Managing multiple brands with multiple locations & administering brand supervisors.

Analyzing capital budget and expenses to find opportunities for cost-effectiveness and profitability.

Developing business plans to increase brand equity and market share in line to commercial expansion.

Organizing regular meetings with management to discuss about business updates, substances and opportunities.

Evaluating existing business procedures and recommending developments.

Reviewing operations statistics and reports to identify areas for improvement and innovations

Developing processes for locations and employee performance evaluation. JASHANMAL National Co. (UAE) – as Senior Retail Store Manager for a flagship store in Mall of the Emirates – from March 2015 till April 2019

Accomplished a team of more than 20 multinational associates.

Analyzing nationality, footfall, hourly sales, category sales, weekly, monthly comparison sales, brand sales report to assemble business strategies.

Succeeded sales portfolio for more than 25 luxury brands as – RIMOWA, VICTORINOX, DELSEY, KENWOOD, ELECTROLUX, HOOVER, MAYTAG, CROSS, FISSLER, KIPLING, DANKOTUWA, GROHE, CK, BALLY, BROOKS BROTHERS, FURLA, KATE SPADE, SALVATORE FERRAGAMO, TUMI, TM LEWIN, PAUL & SHARK etc.

Post joining, opened up a store of 15000 sq ft in Dubai Festival City Mall leading a team of 15 associates.

Acquired a free branding space from mall management for six months (parking elevator area – DFC mall)

Awarded for controlling the MOE store's stock shrinkage level below the designated ratio for two consecutive years 2016-2017.

Launched several seasoned collections with great sales numbers.

Acquired the largest retail sales order of AED 310000/- individually (in Dec 2018) despite of wholesale restrictions.

Responsible for managing sales & Operation, merchandising, team management, Visual standards of the store.

Achieved excellent standards of customer service by directing and coaching the sales team, and leading by example on the sales floor.

Ensuring regular audits through check lists & reviews to meet desired standards.

Analyzing space management category and subcategory wise with respect to the sales generated, stock capacity and festive seasons.

Formulating and implementing store strategies and procedures.

Controlling expenses (overtime, local supplies, stock and consumables) through efficient store operations.

Assuring that company’s standards of grooming, presentation and professional conduct are set and maintained on a daily basis.

Ensured stock inventory and proper pricing standards as per DED guidelines. MARINA HOME INTERIORS – (UAE) as Floor Manager - Sept 2008 till Dec 2014

Succeeded till managerial level with best management practices and received recognition from management on several occasions.

Introduced a format of Pre - delivery checklist for securing after sales returns/refunds.

Worked in Dubai, Sharjah & Abu Dhabi stores & individually handled several stores in absence of Store Managers.

During my tenure in Abu Dhabi, store was awarded by DSES for the 'Best service Performance Outlet' by Dubai economic department- government of Dubai.

Presented a detailed business expansion report to GM on luxury furniture market - received recognition & rewarded with cash prize.

Managing stock levels and making key decisions about stock control.

Analyzing sales figures and forecasting future sales with action plan.

Providing or organizing training and development.

Touring the sales floor regularly, talking to colleagues and customers and resolving urgent issues.

Maintaining awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring what competitors are doing. LANDMARK LIMITED TRENT (INDIA) - January 2007 till August 2008 as Manager, Back Office Operations – Retail.

Formulating and implementing effective purchase and material management systems.

Forecasting of the requirement, budget control, warehousing systems like method of receipt and issue of materials and documentation.

Ensuring timely returns of goods to the supplier in proper condition.

Keeping a correct track record of the getting margins from the suppliers.

Weekly discussion with the merchandisers regarding the delivery, returns, margins and Vat % for the goods coming from the supplier’s end.

Ensuring all the 30 stores across India & back offices are updated and centralized with each other.

Keeping a track of the Annual maintenance contract providers. Royal Sporting House (INDIA - Lucknow) August 2006 till January 2007 As Customer Relation Supervisor

Monitoring all point of sales activities in the store which includes - sales transactions, tracking customer orders and payments, registering sale and maintaining inventory updates, providing service, handling returns and refunds, gathering consumer data for feedback’ etc.

Implemented store layout, visual merchandising, stock and fixture positioning according to brand guidelines. Managing stock replenishment, product launches and promotions.

Maintains staffing levels consistent with operational needs to ensure exceptional customer service; prepares schedules and ensures adequate shift coverage Genesis International (INDIA-Mumbai) January 2005 till July 2006 As Senior Sales Trainer

Confirming the skills review of the staffs.

Developing the sales strategy through indirect/frontline and direct sales.

Penetrating institutional market segments and handling key accounts.

Gathering market intelligence and building a client database for strengthening the operations in specified territory.

ACCREDITATION:

Certified Internal Auditor for ISO 9001: 2008 from INTERTEK International Ltd (Dubai branch) - Government Services.

AWARDS:

Awarded for the Best Service Performance Outlet for 2011-2012 by Dubai Economic Department and Government of Dubai.

Loss & Prevention award with cash prize for maintaining stocks shrinkage level below designated ratio for two consecutive years (2016-2017). PERSONAL INFORMATION:

Date of Birth : April 20, 1985, (Married)

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