Customer Service Scrum Master

Abhi Thakar **********@*******.***

C. 413-***-****

Midlothian, VA 23112

Summary

Initiative-taking and driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations, customer Service, Sales and Profit. Strong ability to drive profits, control costs and achieve continuous process improvement. Successful at motivating, training, and developing team members to drive profitability in highly competitive environment.

Skills

• Continues Process Improvement

• Operational Excellence

• Change Agent

• Staff training and development

• Top talent recruiting, hiring and retention.

• Sales planning and implementation

• Customer relationship management

• Succession planning

• Project management

• Training and coaching

• Leadership, team building & Motivation.

• Profit and loss accountability

• Thinking Agile

• Thought Leader

Education

POSTGRADUATE

INSTRUMENTATION & TECHNOLOGY UNIVERSITY SCIENCE & INSTRUMENTATION CENTER, VVNAGAR, GUJARAT.INDIA

BACHELORS IN ELECTRONICS & COMMUNICATION

SARDAR PATEL UNIVERSITY

GUJARAT INDIA

Certifications

• Life, Health, Property & Causality Producer

• Project Management Professional (PMP®)

• Lean Six Sigma Master Black Belt (LSSMBB™)

• Lean Professional (SSLP™)

• Advanced Scrum Master

(SAFe®)

• Change Management

(CMS ®)

• Life, Health & Annuities Producer

• Notary Public

• MicroStrategy Analyst

• Business Analysis with “R”

• Scrum Fundamentals

• Quality Management Systems

• Digital Loyalty Associate

• Contact Tracing (COVID-19)

Volunteer Work

• Medical Reserve Corps (MRC)

• Virginia Department of Health

• Community Emergency & Response Team (CERT)

• Director of Volunteerism

PMI Central Virginia Chapter (PMP)

• Committee Member

VAASOA

• Zankar Group

(West End Raas Garba)

• LEGO

(League of extraordinary

Gentlemen’s Outreach)

2016-2018

• March of Dimes

2015-2019

Experience

GENERAL MANAGER RICHMOND, VA 04/2019 to Current

• Responsible for sales & profitability of $14 M Store.

• Oversees Sephora inside JCPenney, Salon Inside JCPenney, Life touch Portrait studio, Optical Department -Team Size 150+ Employees.

• Underperforming store for 4 yrs., took it to the next level.

• Store had ended fiscal 2019 in TOP 3 in the District (15 stores).

• Store was able to achieve Credit Trophy for the 3rd Quarter, first time in 5+ Yrs.

• Promoted 4 High Performing associates from within the team and trained them to management team jobs.

• Top improvements in Shrinkage and Turnovers.

• Achieved Top improvement in controllable profits for the fiscal 2019 and top 3 in dist. with sales plans.

• Zero Accident reported for the year as well as achieved 95% training standards.

GENERAL MANAGER WINCHESTER, VA 06/2017 to 04/2019

• Set goals and deadlines for the department.

• Responsible for sales & profitability of $12 M Store.

• Oversees Sephora inside JCPenney, Salon, Portrait studio. -Team Size 110+ Employees.

• Delivered best results in district with 2nd in District for the year to date as well as recognized as store of the month 2 times, store of the week 8 times in 2nd half .Top store in Controllable Operating profit and Top Line sales -Beat sales and Profile plans by Double digit for Nov 2017.

• Recognized by CEO with Personal Letter sent to GM.-Continuously achieving Credit goals by 110%+ every month for the year-#1 in Find more at JCP.COM Results achieving 50% & higher participation rate every week.

• Top 60 In company for 2nd Half. -Driving Incremental sales through Business to Business and Omni channel Activities such as Ship from store as well as Buy Online Pick up in Store.

• Evaluate instructor performance and the effectiveness of training programs, providing recommendations for improvement.

• Improved Shrinkage & Retention for the Year.

• Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.

GENERAL MANAGER 02/2016 to 05/2017

• Managed 80+ Employees, Overseen salon Business - Accepted GM Promotion with Challenge to Turn Around Bottom Quartile Store in Company.

• Store was 1012 ranked in company Year End 2015.

• Left store with Top 50 Ranking in Company.

• Achieved Top Sales and managed Controllable Expenses. - Helped Same Store Team with Training Needs.

• Coached and mentor Associates for Operational Excellence and Key Productivity Matrices .-Made credit Acquisition Goal For full year first time after missing 3 Consecutive Years .-Continues market research and Competition shopping I was able to get Sephora inside JCP and salon By In style for store.

• Store got remodeled first time since it was built.

• Drove Employees Moral with various Engagement activities, Training's & Recognition. -Received Customer Service Award (Top 10% Stores in Company )at GM Conference .- Promoted 8 Associates In various Roles in store .

COLONIAL HEIGHTS. VA

HUMAN RESOURCE MANAGER 05/2015 to 01/2016

• Responsible for Training, Development and Scheduling for 175+ Associates. - Overseen Salon, Sephora, Portrait studio Businesses.

• Leads Jcp.com Business, Plays key role in operations and execution of successful jcp.com customer experience.

• Responsible for new system rollouts Cashman & enterprise fulfillment-Trained and Promoted 2 Associates.

HUMAN RESOURCE LEADER, CHESTERFIELD.VA

02/2014 to 05/2015

• Achieved Top Results while Managing Store as an interim GM (6 months), Achieved Operational Excellence in HR Activities.

• Store was most challenged store in HR related issues.

MERCHANDISE EXECUTION LEADER, CHARLOTTESVILLE.VA

05/2012 to 01/2014

• Responsible for leading team of 100+ Associates.

• Overseen salon and JCP.com Business.-Accountable for all merchandising and visual execution - Responsible to follow a visual plan and partner with team members to execute to ensure store that's going to impress anyone that enters.-Accountable for all merchandising and visual execution, Achieved Best Store for Core standards Award, Year 2013 -Accountable for scheduling all support resources.

MEN'S SUITS ASSOCIATE. CHARLOTTESVILLE.VA

MERCHANDISE SUPERVISOR, SUPERVISOR 11/2011 to 01/2012

TEMP. HOLIDAY HIRE. MEN'S SUITS DEPT. HOLYOKE. MA

11/2010 to 03/2011

BESTONE Convenience Stores. HAVENT.HAMPSHIRE.UK

Area Manager 01/2008 to 01/2009

Accomplishments

• People Management: - Top 10 GM in the Company (2017)

• . Trained Store Associates on elevate customer service standards.

• Financial Management: - Awarded for Operational Excellence in GM Conference (2018).

• Major Improvement in Store Processes and Streamlining operations.

Websites, Portfolios, Profiles

• https://www.linkedin.com/in/abhi-thakar

Contact this candidate