Sales Executive Customer Service
Resume:
HEENA CHAWDA
( SALES COUNTER HEAD )
PROFILE SUMMARY
Experienced and dedicated retail professional with over 14 years of success in sales, customer service, and team leadership across premium jewelry and international café brands. Proven track record of delivering outstanding customer experiences, meeting and exceeding sales targets, and managing high performing teams. Skilled in building long term client relationships, training staff, and maintaining operational excellence at the counter level. Demonstrated versatility through key roles as Sales Executive, Counter Head, Senior Sales Executive, and Lead Barista, with hands on experience at top brands including TBZ, Malabar Gold & Diamonds, Valchand and Sons, and Starbucks (M.H. Alshaya Co. LLC, Dubai) Known for strong communication, attention to detail, and a commitment to service excellence.
EXPERIENCE
1. HARE KRISHNA (HK) DESIGNS US SALES SUPPORT
June 2023 till date
* Handling US and NY clients through mail as per their requirement for jewelry.
* Working on mails and reverting back with proper details in terms of jewelry.
* Following with the production team regarding the orders and giving the updates to the clients in US and NY.
* Keeping all records of orders and making sure that all orders are shipped on time.
* Attending meetings regarding any production changes 2. MALABAR GOLD & DIAMONDS National Hub (E Commerce) Andheri (E) Senior Sales Executive
November 2020 till June 2023
* Handling Inbound and Out bound calls and connecting to the concern department.
* Taking Online orders through calls and chats.
* Handling international customers and converting them to sales through chats and calls.
* Sending mails to customers for the confirmation of order placed by them, and after that processing the order for shipment.
* Sending internal mails to different departments like order team for knowing order status, checking with the stockiest teams for stock availability and placing the orders for the customers.
* Doing post and pre sales by processing the orders, calling the customers and verifying the orders placed by them.
3. VALCHANDSONS AND JEWELRY ZEWAR (Sales Head)
January 2015 till March 2020
* Assisted customers in selecting gold, diamond and other jewelry based on their needs, preferences and budget.
* Achieved monthly and annual sales target consistently through excellent product knowledge and influential communication.
* Maintained attractive and organized displays to boost walk in sales and store appeal.
* Provided support during festive seasons and promotional events, contributing to peak sales period.
* Managed stock levels and helped with inventory checks to ensure availability of best selling items.
* Welcomed customers and gave them full attention during their visit.
* Supported new staff by teaching them basic sales and product knowledge.
* Reached sales target by talking to customers in a friendly and helpful way. OTHER PERSONAL DETAILS
City Mumbai
Country India
LANGUAGES KNOWN
English
Hindi
Gujarati
EDUCATION
H.S.C from Jharkhand
University, Ranchi (2001)
* Assisted customers in selecting gold, diamond and other jewelry based on their needs, preferences and budget.
* Achieved monthly and annual sales target consistently through excellent product knowledge and influential communication.
* Maintained attractive and organized displays to boost walk in sales and store appeal.
* Provided support during festive seasons and promotional events, contributing to peak sales period.
* Managed stock levels and helped with inventory checks to ensure availability of best selling items.
* Welcomed customers and gave them full attention during their visit.
* Supported new staff by teaching them basic sales and product knowledge.
* Reached sales target by talking to customers in a friendly and helpful way. 4. MALABAR GOLD & DIAMONDS (Counter Head)
January 2013 till May 2014
* Led a designated counter team ensuring daily sales operations ran smoothly and targets were constantly achieved.
* Supervised daily sales operations at the counter, ensuring smooth service and customer satisfaction.
* Managed a team of sales executives by assigning tasks, guiding them, and monitoring their performance.
* Handled premium and high value customer inquiries with professionalism and care.
* Trained new staff and on counter management, product details and customer service.
* Managed the counter and made sure daily work was done smoothly.
* Guided and supported the sales team during customer service and sales.
* Checked stocks regularly and informed the team if anything was low.
* Shared daily sales updates with the manager.
* Took the lead during festival seasons, helping to organize counter flow, manage customer crowds and handle pressure calmly, ensuring no customer left unattended.
* Personally ensured all gold/diamond items were secured properly, certified correctly and displayed attractively to avoid both errors and customer doubt.
* Led a designated counter team ensuring daily sales operations ran smoothly and targets were constantly achieved.
OTHER PERSONAL DETAILS
City Mumbai
Country India
LANGUAGES KNOWN
English
Hindi
Gujarati
EDUCATION
H.S.C from Jharkhand
University, Ranchi (2001)
* Supervised daily sales operations at the counter, ensuring smooth service and customer satisfaction.
* Managed a team of sales executives by assigning tasks, guiding them, and monitoring their performance.
* Handled premium and high value customer inquiries with professionalism and care.
* Trained new staff and on counter management, product details and customer service.
* Managed the counter and made sure daily work was done smoothly.
* Guided and supported the sales team during customer service and sales.
* Checked stocks regularly and informed the team if anything was low.
* Shared daily sales updates with the manager.
* Took the lead during festival seasons, helping to organize counter flow, manage customer crowds and handle pressure calmly, ensuring no customer left unattended.
* Personally ensured all gold/diamond items were secured properly, certified correctly and displayed attractively to avoid both errors and customer doubt. 5.TRIBHUVANDAS BHIMJI ZAVERI (TBZ) PUBLIC
LTD.
October 2010 till December 2012
* Helped customers with trial, selection and matching of jewelry based on their outfits and occasions.
* Handled gold exchange and old gold checking with proper weighing and purity check process.
* Gave customers clear information about making charges, discounts, offers and final pricing.
Supported billing and packaging section during busy hours to make customer delivery fast.
* Worked extra hours during festival seasons (like Diwali, Akshaya Tritiya, etc.) to manage rush.
* Helped customers with exchange, repairs and size changes when they came after buying.
*Knew about BIS hallmark, gold purity (22kt, 188kt), stone types and explained it in simple language to customers.
* Did stock checks regularly counted items, matched with system data, and informed if anything was missing or needed.
* Handled all billing and payments and made sure each sale was entered properly. 6.Anita Dongre (AND)
Oct 2008 till 11 Sept 2010
* Delivered personalized service to high end clients, ensuring every customer felt valued and understood.
* Assisted clients in selecting luxury bridal and ethnic wear, offering style recommendations based on individual preference events.
* Educated clients on Craftsmanship, fabric, embroidery styles and sustainability values of the Anita Dongre Brand.
* Coordinated with the backend team to ensure timely delivery of custom orders and sizing alternations.
* Helped maintaining a luxurious and welcoming store ambiance, ensuring displays were always elegant and seasonally aligned.
7. STARBUCKS INTERNATIONAL COFFEE, M.H ALSHAYA Co.L.L.C. DUBAI U.A.E
August 2004 till February 2008
* Prepared a wide variety of Starbucks beverages (hot and cold) following company standards for quality, presentation and efficiency.
* Maintained high standards of cleanliness and hygiene in line with food safety and health regulations.
* Trained and mentored new baristas, helping them adapt to Starbucks service and product standards.
* Operated POS systems accurately, handled cash/card transactions, and ensured daily sales reconciliations.
* Managed inventory stock replenishment to ensure availability of all products during peak hours.
* Participated in store events and seasonal campaigns to enhance customer engagement and brand royalty.
* Adapted to shift work and maintained punctuality, teamwork and professionalism at all times.
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