Customer Service Manager

***, *-****, *** ***** BUILDING, TAPOVAN, MALAD (E), MUMBAI – 400 097.

Contact : 055-******* (Dubai)

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VIVEK P. VISHWAKARMA

CAREER OBJECTIVE

To serve the organization and represent it worldly by working in with humble Participation and dedication towards the job, as well grow myself with good Career profile and experience in my field.

EDUCATION

T.Y.B.A. From N.K. College. Malad ( West ), Mumbai. In year 2002

H.S.C. from B.S.G.D. College, Malad ( West ), Mumbai.( Maharashtra Board, Pune.)

In year 1999.

S.S.C. From St. George High School, Malad ( East ), Mumbai. (Maharashtra Board, Pune.)

In year 1997.

PROFESSIONAL EXPERIENCE

1. MAX – ( LANDMARK GROUP - UAE) Nov 2011 – Till date

STORE MANAGER.

ROLE AND RESPONSIBILITIES UNDER TAKEN :

Financial

• Responsible for achieving Monthly Sales Target in % and by Value in AED for the given Store.

• Responsible to control the Stock Loss at less than 0.60% of COGS by controlling the damages, Pilferages for the Physical or Invisible Inventory.

Process

• Responsible for Adherence to Retail SOPs (Internal to the Organization), Making sure no Deviation from the defined SOPs (Audit Score) in Cash Operation.

• Responsible to maintain the Retail Standards as the Company Retail Ops Manual Guidelines.

• Ensuring to display all the received goods as per the seasonal Plannogram for all the individual dept.

• Ensuring that store follows all the BOE & SLAP process as per the timeline & SOPs set.

People

• Responsible for ensuring that all the Staff has to attend the Training Program like LIM, Coaching for Performance, Fire Fighting, ORPOS, SIM etc, as per define roles set by the Company. (Eg . 85% of the Store Staff in one Financial Year has to complete LIM training).

• Ensure that the staffs maintain the discipline in the Store & Staff Accommodation without any compromise to the Store & Accommodation policy.

• Ensuring that the every individual staff is highly motivated to produce the best result with their efforts on any given time.

Customer

• Ensuring to achieve Mystery Shoppers score above 80%.

• Ensuring that every customer having any query regarding Exchange Policy or any other issue is been personally attended by the management people without any delay.

• Ensuring that the Store experience for the Customer is enhanced on there every visit.

• Making sure that the Customer Delight Process is being followed at the Cash Desk.

• Ensuring that the fitting room process is followed to avoid the mess in the fitting room.

Administrator

• Responsible for maintaining the Admin records for the Store & update the same on timely basis.

• Maintain the checklist for the Fixit to ensure that all the assets in the Store are available with no discrepancy.

• Responsible to request all the Cash related, Staff related, Floor related requirement on Cut off dates or as per situation demand.

• Responsible to forward all the Finance, Vendors, Civil Defense or any other Store related Communication to the concern Authorities without any time laps.

2. Shopper's Stop Pvt. Ltd., Mumbai Nov 2009 – Nov 2011

DEPARTMENT MANAGER..

ROLE AND RESPONSIBILITIES UNDER TAKEN :

• Handling Customer Feedback System

• Merchandise Management in terms of stock outs, creating and harvesting top styles, setting controls for reducing pilferages and implementing perpetual inventory control system (PICS).

• Coordination with various brand managers and merchandisers from the merchandising team for getting the right merchandise mix.

• Handling Additional Responsibility of Retail Service Manager.

• To set up and achieve sales targets for each department.

• To ensure the very best of customer service on the floor.

• To plan and profile the layout of the store & maintain set standards of visual merchandising and display.

• Managing the team of customer care associates and team leaders with scheduling and maintenance of attendance.

• Analyzing training needs and providing training to CCAs on retail selling, customer and service orientation.

• Responsible for the performance of every category for sales targets and Inventory turnout targets, besides shrinkage.

• To ensure proper administration of the retail team. Effective coordination with the Store Manager on issues pertaining to Administration, Attendance, Cashiering, Duty Rosters & Rotation of Staff.

3. PROVOGUE INDIA LTD. – Leading Unisex Brand with presence in more than 20 cities across the country, having more than 125 Exclusive Stores and present in all the leading NCS & MBOs.

Feb 2004 – Oct 2009.

JOB PROFILE –

Assigned as a Cluster Manager for handling 16 Counters of Provogue in Shoppers Stop since 1st April 2006.

ROLE AND RESPONSIBILITIES UNDER TAKEN :

• Handling & Analyzing retail sale on daily basis.

• Handling the staff related issues.

• Training the Sales Staffs for better Customer Service

• Shuffling the Staffs as per situation required for the effective results.

• Maintaining the motivation level of staffs.

• Observing & updating the staff for their hourly conversion rate to increase the business.

• Taking Weekly dispatch report & checking the same with floor stock.

• Analyzing the Stock Status every week.

• Responsible for making the good relationship with Department manager & Retail Operation Manager of all the Shoppers Stop in Mumbai.

• Generating the Purchase Order.

• Coordinating with VMs for the timely installation of Visuals.

• Merchandising display & Colors Blocking for all the Provogue Counters available in Shoppers Stop,

• Checking the base stock availability in all Shoppers Stop for both Men’s & Ladies.

• Follow up with the Admin & Project Department for any Fixtures & Non trading requirements.

Earlier Responsibilities –

Worked as a Team Leader (PROVOGUE INDIA LTD.) April 2005 – March 2006

• Responsible to provide the training to the New Staffs for the effective Floor knowledge, Customer Service & Sales.

• Responsible for Inward & Outward of the inventory by cross checking the same with the PO & Invoices.

• Preparing the list of the Cut Sizes & Fastest Selling Product for replenishment on weekly basis.

• Also Represented the Provogue as a Sales Executive since Feb 2004 – March 2005 in Malad Shoppers Stop.

• Responsible for handling the Section from Opening till Closing.

• Maintaining Daily Global Count to control the Inventory.

• Displaying the Merchandise as per the Guideline & as per the VM Standard.

• Giving 100% efforts to attend the Customers till the end of the Sales process.

• Try to maintain the Conversion Rate.

• Positive approach towards achieving the Targets.

SKILL SET-

• Managerial Skill with good potential of handling the Staffs & there Motivational Level.

• Relationship Management

• Personal Effectiveness

• Strong Time Management

• Analyzing & Problem Solving

PERSONAL DETAIL -

Date of Birth : 04 / June / 1979

Marital Status : Married

Language Known : English, Hindi, Marathi & Gujarati.

Hobbies : Cricket, Carom, Painting, Traveling & Surfing.

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