Customer Service, Sales, Team management, Cost Management

YUGANTAR NARANG

Mobile No: 431-***-**** Email ID: *****************@*****.***

Dedicated and seasoned retail professional with more than half a decade of hands on experience with a proven track record of effectively managing teams, maximizing sales, and providing excellent customer service.

SKILLS & COMPETENCIES:

Team Leadership, Recruitment and Onboarding, Employee Development, Sales Maximization, Product Knowledge, Visual Merchandising, Financial Accountability, Customer Service, Budget Management.

Strong leadership skills with a focus on employee development and team building.

Proven ability to drive sales and profitability by optimizing department operations.

Exceptional knowledge of product management, visual merchandising, and customer service.

Proficient in financial accountability and budget management.

Excellent communication and organizational skills.

Proficient with Microsoft Office Suite (Excel, Word, Powerpoint)

Awarded with SILVER ELITE Status, ranking No. 1 in the entire Ontario market for highest Walmart Rewards Mastercard Approvals.

WORK EXPERIENCE

H&M Assistant Manager (Dec 2023 – Present)

Responsibilities -

Regularly analyzing and following up on Sales & Profit KPIs for the department. Securing that actions are taken to maximize selling. Securing the hours and staff needed for a successful execution.

Securing store operations and ensuring best practices are followed through proper scheduling to maximize conversion and enable commercial activities (Move, Sales, Events, etc.) and excellent customer service keeping within the sales budget of allocated hours.

Planning and prioritizing actions together with the team that have a clear impact on selling and ensure the implementation of the Commercial Handbook

Ensuring customer Service standards are always delivered through active coaching and leading by example

Actively participating in executing store routines and tasks including but not limited to the delivery truck, garment processing, reductions, department moves and price change

Actively prevent loss and ensure the department follows appropriate safety and security guidelines

Give inputs to Area Teams on allocation and replenishment to secure garment levels according to sales trends and inform the management of any potential risks, threats, and opportunities related to the competitor landscape

Managing the recruitment, training, development, and succession planning team in line with best practices

Evaluate and manage the performance of the Department team members; give regular feedback, execute dialogues, development plans, and follow ups and take actions to improve performance and develop the team

Deliver clear communication to Store team on business performance, company culture, and training focuses through daily Behind the Seams meetings and participating in weekly Leadership Meetings

Ensuring health & safety, legal, and security issues are being handled to required standards and local laws, securing the employee and customer safety at all times

Carrying out supervisory responsibilities in accordance with H&M policies and applicable laws including time-off requests, pay, conducting terminations & corrective actions, and making employment decisions.

Managing the whole store in the absence of the store manager.

Walmart Canada (4 years) Customer Service Manager (Aug 2019 – Nov 2023)

Responsibilities –

Demonstrated excellence in customer service management, leading a team of 25 employees.

Ensure efficient store operations, inventory management, and customer satisfaction.

Implemented training programs, resulting in a 20% increase in employee productivity.

Reworked existing process to improve customer retention by 12% and customer satisfaction by 18%.

Handled challenging claims left unresolved by team and retained 92% of customers.

Participated in Key Cross functional meetings as the selected representative of the Sales and Customer service department to discuss future growth of store, providing 7 innovative ideas, 3 of which are implemented successfully.

Zara- India (3 years) Department Manager (Oct 2016- Nov 2018)

Responsibilities-

Led a team of 25-30 employees in accordance with the Store Manager's vision, including recruitment, onboarding, training, and development.

Effectively scheduled and managed staff to meet business needs and achieve store and SPH (Sales Per Hour) goals.

Maintained high standards of employee relations to ensure a positive work environment.

Collaborated with the visual team to plan and coordinate activities related to campaigns, promotions, and sales.

Maximized sales through a joint operational and commercial focus, ensuring department profitability.

Managed cash office operational functions with accuracy and efficiency.

Demonstrated excellent customer service skills, role modeling the 5 basic demands on the selling floor, in fitting rooms, and at the cashpoint.

Assisted in establishing and overseeing sales and cost plans, budgets, and variable costs for the department, contributing to maximum profitability.

EDUCATIONAL BACKGROUND:

Business Management from St. Lawrence College.

Bachelors in Microbiology from University Of Manitoba.

REFERENCE AVAILABLE ON REQUEST.

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