Customer Service Store Manager

Avinash Bajwa

926-***-**** ************@*****.***

E-585, Phase-1, Shyam Vihar, Najafgarh, New Delhi – 110043, INDIA Passport No.: X6371504

Professional Summary

Results-driven retail and customer service professional with 20+ years of experience in sales, store operations, team management and training, and customer engagement across leading brands such as Tanishq, Woodland, and Convergys. Adept at driving revenue growth, enhancing team productivity, and delivering excellent customer experiences. Recently ventured into entrepreneurship by managing a successful garment supply business. Core Competencies

Retail & Store Operations

Sales & Revenue Optimization

Customer Experience Management

Inventory & Stock Control

Team Hiring & Training

Quality Monitoring (BPO/KPO)

Visual Merchandising & Promotions

Complaint Resolution & CRM

Professional Experience

Self-Employed – Garment Supply Business

Mar 2022 – Present

Launched and managed a garment supply business catering to wholesale and retail clients.

Oversaw sourcing, inventory, customer communications, and logistics operations. Convergys, Gurgaon – Sales & Collections Quality Advisor (Documentation available) Aug 2020 – Apr 2022

Provided feedback and coaching to improve offshore agent performance.

Tracked metrics to ensure KPIs were consistently exceeded.

Facilitated team attendance tracking and floor activity engagement. Mattsen Kumar, Gurgaon – Sales & Quality Consultant (Documentation available) Apr 2019 – Jan 2020

Monitored call quality and provided actionable feedback to improve service standards.

Played an active role in daily operations and team performance discussions. Kashish, Lajpat Nagar – Store Manager (Documentation not available, ref available) Jul 2015 – Jan 2019

Managed a fashion retail store, overseeing sales performance, visual merchandising, and customer satisfaction.

Defined roles, trained new staff, and implemented staff development programs. Kasrr & Bombay Selections, Lajpat Nagar – Store Manager (Documentation not available) Jun 2012 – Jun 2015

Directed commercial operations, cost management, and store-level strategy implementation.

Conducted market research and contributed to marketing calendar planning.

Supervised staffing, inventory audits, and in-store promotions. Hyper Quality (KPO), Gurgaon – Sales & Quality Consultant (Documentation available) Jan 2010 – May 2012

Delivered QA support by monitoring calls and mentoring agents.

Participated in daily team briefings and exceeded personal performance benchmarks. Woodland – Store Manager (Documentation available – offer letter) Apr 2008 – Nov 2009

Supervised store operations including sales strategy, staff scheduling, and inventory control.

Addressed customer concerns and promoted team-based sales ideas. GoldPlus Titan (A TATA Enterprise) – Store In-Charge (Documentation available) Mar 2007 – Apr 2008

Oversaw boutique-level operations and customer service for high-value clients.

Coordinated product feedback loops and managed stock displays and turnover. Tanishq (A TATA Enterprise), Tilak Nagar – Retail Sales Officer (Documentation available)

Jun 2005 – Mar 2007

Trained sales staff on product knowledge and service protocols.

Assisted in merchandise planning, stock management, and visual displays. Education

Bachelor of Arts (Pass)

Delhi College of Arts & Commerce, Delhi University 1998 – 2001

Certifications

MS Office Proficiency Certificate – 6-month intensive course, Satyam Computers

(2009)

Personal Details

Date of Birth: 05 July 1980

Languages Known: English, Hindi, Punjabi

Interests: Traveling, Networking, Social Engagement

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