Retail Operations & Customer Experience Leader

RITU KAUR

Customer Service Retail Operations Team Leadership

Sriganganagar, Rajasthan +91-968******* ***********@*****.*** PROFESSIONAL SUMMARY

Dynamic and result-oriented retail professional with 7+ years of experience in customer relationship management, team leadership, and store operations across reputed brands. Proven track record of improving customer satisfaction, leading high-performing teams, achieving sales targets, and enhancing operational efficiency. Skilled in CRM, SAP, team management, and customer engagement. Currently working as Store Manager at Lenskart and seeking leadership opportunities in retail and customer experience.

PROFESSIONAL EXPERIENCE

Customer Relationship Officer – Samsung Sep 2018 – April 2023

- Handled customer queries, complaints, and service requests across multiple channels.

- Maintained high customer satisfaction and retention through personalized support.

- Coordinated with service and technical teams for faster issue resolution.

- Achieved performance targets and contributed to process improvements.

- Built long-term customer relationships and improved brand loyalty. Reliance Digital May 2023 – Dec 2025

Team Leader – 2 Years

- Led and supervised sales and customer service teams to achieve store KPIs.

- Improved customer satisfaction by 82% through coaching and service standards.

- Conducted training sessions, performance reviews, and daily briefings.

- Ensured store operations, inventory, and visual merchandising standards. Future Department Manager – 8 Months

- Managed departmental targets, revenue growth, and team productivity.

- Handled escalations, customer retention, and key client interactions.

- Monitored sales performance and implemented action plans. Store Manager – Lenskart Dec 2025 – Present

- Responsible for end-to-end store operations, sales, and profitability.

- Managing team performance, scheduling, and motivation.

- Driving revenue growth through customer engagement and upselling.

- Ensuring customer satisfaction, retention, and repeat business.

- Handling inventory, audit compliance, and visual merchandising. CORE SKILLS

Customer Relationship Management Retail Sales Team Leadership Store Operations SAP CRM Customer Experience Target Achievement Conflict Resolution Training & Development Inventory Management

EDUCATION

Bachelor’s in Humanities – Sabarmati University, Gujarat Senior Secondary – NIOS Board, Delhi

LANGUAGES

Hindi English Punjabi

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