Customer Service Sales

VIKASH. SHETTY

EMAIL: kxzixo@r.postjobfree.com kxzixo@r.postjobfree.com

CAREER OBJECTIVE

To obtain a position within the retail management that will further develop my strong leadership and organizational skills

SYPNOSIS

● A result oriented professional with 18 years of fashion retail exposure

● Expertise in handling a diverse range of operations budgeting and training

● A Proven track record of developing procedures, service standards and operational policies, planning & implementing effective control measures to reduce running costs of the unit.

● Expertise in implementing training programs for bringing keen customer focus, high energy level and team spirit in the employees.

AREAS OF EXPERTISE

OPERATIONS

● Business profitability

● Driving top line sales

● Developing and implementing procedures, control systems that support any organization mission

● Leading efforts for streamlining processes and generating cost savings in operations.

● Increase effectiveness and efficiency of support systems with good coordination & communication between

different functions of man management.

● Coordinate & plan for new store opening processes

● Review of store merchandising standards being maintained as per respective brand standards

● Marketing & Promotions duly planned & followed as per brand

● Meetings with international franchise partners during visits

BRAND MANAGEMENT

● Preparing and delivering annual sales and margin budgets, bottom line P&L, product selection and buying

● Timely management of OTB (Open to Buy), stock allocation and replenishment, terminal stock management.

managed the rotation of stocks between location including wholesale and retail locations.

● Ensured all the stores deliver a consistent approach towards customer service, Visual merchandising, and stock

Management and best retail standards

● Accountable for selecting a commercial range appropriate for the Middle East customer

● Feasibility planning for new locations

● Recruitment and development of Store Managers within the Brand to support Succession plan, design and deliver

Brand / generic training activities

RELATIONSHIP MANAGEMENT

● Ensuring high quality services, resulting in customer delight and optimum resource utilization for maximum service . Quality

● Ensuring maximum customer satisfaction by closely interacting with potential clients & understand their requirements and customizing the product and services accordingly.

PEOPLE MANAGEMENT TRAINING

● Conducting training sessions to store teams and wholesale outlets

● imparting appropriate training to store managers on customer service skills, stock management, space management

● Maintained and enhanced their skills at managing individuals and teams and getting the best out of them.

P R O F E S S I O N A L E X P E R I E N C E

1) JAWAD BUSINESS GROUP _ OCT 2005 –MAR 2012

DESIGNATION BRAND / OPERATIONS MANAGER MAY 2008 to MAR 2012

BRANDS : KMS HAIR CARE PRODUCT – WHOLESALE & RETAIL

Reporting to : Divisional manager

Key Result Areas:

Improved the performance of the brand by ensuring improvement in the below fields

● Brand Management

Brand value informed to customers through effective marketing

Support to operations team on brand information to roll out new launches

Managed retail & wholesale stores in different countries ensuring stores delivered high brand standards

● Stock management

Timely management of OTB (Open to Buy), stock allocation and replenishment, terminal stock management and

managed the rotation of stocks between location including wholesale and retail locations.

● Planning and Execution:

Developed annual business plan to reflect brand positioning, negotiate key aspects of the planned delivery with the

Brand that ensured Business plan was achieved

Maximized turnover by ensuring accurate, timely and commercial sales planning and reforecast for both like-for-

Like and new stores

Planned and implemented events calendar for positive brand building through promotional activities that maintained . brand integrity & values

● Financial Management:

Planned and maximized the sales and profit contribution of the brand.

Timely management of retail price management.

Ensure brand delivered business plan profit through delivery of volume and cash margin, maintaining brand

profitability by management of full price and mark down, intake margins, level of mark down activity and

terminal stocks

Maximized and drive sell out through Financial Analysis ATV IPC Conversion, Stock Management and Focus with

sales teams in all stores

● People Management

Maintained and enhanced their skills at managing individuals and teams and getting the best out of them.

Built strong teams

Motivated and Coached Teams

Evaluation of team

JAWAD BUSINESS GROUP

DESIGNATION: AREA MANAGER/OPERATIONS OCT 2005 TO APRIL 2008

BRANDS : PUMPKIN PATCH / BRANTANO /BENDON / AEROSOLES (KSA Bahrain Qatar Kuwait Oman)

Reporting to : Brand Manager/operations head

Key Result Areas:

● Restructured stores within 4 different brands to the highest level of retail standards resulting in better sales in short

period of time.

● Training of managers / supervisors which resulted in better brand standards and building staff motivation

● Ideas / thoughts and plans put forward to brand managers which were implemented and brought results in terms of

sales and helped increased profits

● Operational controls introduced helped to reduce stock loss and better security within stores.

● Staff motivational spirits reached a very high level with staff promotions given to deserving candidates and staff

weakness converted to strengths through proper guidance and training

● Increased profitability by controlling costs and ensured stores delivered sales with proper implementation of space

management

● Ensured customer service relations improved that helped in increasing better customer satisfaction and a friendly

atmosphere for customers to shop

● Drive initiative in the management team and organizationally contributing to long term excellence

● Expertise in controlling costs that help in increasing profits to the organization

● Managing a portfolio of brands over 24 stores consisting of Pumpkin Patch, White company, Bendon, Aerosoles

● Responsible for maximizing individual store contribution by exploiting every opportunity to drive sales & KPIs – Customer conversions, IPC and ATV, and manage shrinkage levels and controllable costs to deliver operating profit & Adjust P & L

● Delivering the highest level of motivation to teams and lead by example is what is my mantra

● Have recruited, developed and lead vibrant team of store managers and created future managers by driving Management Development Program each year recognizing super stars from within.

●Accountable for successfully implementing SOP and ensure excellent audit compliance

● Responsible for staff recruitment, manage optimum levels of staff fulfillment at all times

● Periodic review of teams and ensure that trainings are conducted as per training need analysis for team development and improve average staff performance levels

● Responsible for Performance Management, grievance handling, disciplinary issues, recommendations for career development

● Competitor analysis and recommend suitable actions to improve business performance in each brand / store

● Constantly explore business opportunities in the areas of leasing, PR with shopping malls and liaising with senior management on business expansion and ensure execution

●Review and sign off various cost heads with in region pertaining to all store related expenses and renegotiate the service contracts every year

●Oversee the support functions like accounts, HR, Finance and PR depts.

2] AL RASHID GROUP (LANDMARK GROUP) 2000 - 2005

DESIGNATION: CONCEPT MANAGER –SARAH’S SECRET BAHRAIN

Reporting to: General Manager

Key Result Areas:

● Increased sales volume by 120% within 5 Years

● Redesigned store and created more attractive merchandise presentation strategies resulting in increased sales

● Hired and trained sales staff.

● Instrumental in preplanning the store inventory that helped in better sale thru and high stock clearance

● Ensured pricing at the right markup price in order to increase profits.

● Ensured the customer received services to their expectations.

● Planned annual budgets for the store that were achieved.

3) ALSHAYA TRADING COMPANY 1992 – 2000

DESIGNATION: STORE MANAGER (MOTHERCARE,NEXT, LIZ CLAIRBORNE, BHS) SAUDI ARABIA

Reporting to: Area Manager.

Key Result Areas:

● Supervision in launch and openings of first 3 stores of Next in KSA

● Consistently achieved store budgets.

● Ensured a very high standard of store presentation, controlled specified cost centers development of subordinate personals and controlled stock loss within the company targets.

● Maintained very high level of customer service standards resulting in receiving letters of appreciation.

● Personal development through attending numerous courses in operational and performance management retailing, marketing and time management.

4) DHARNENDRA ICECREAM (INDIA) 1989 – 1992

DESIGNATION: SALES EXECUTIVE

Key Result Areas;

● Strategic business development this included

● Methodical & detailed understanding of existing and new clients of business processes and infrastructure set up then effectively map position targeted product and services to help the client’s coverage on its existing resources.

● Carried out SWAT analysis of various competitors at product and solution level, this helped more into niche solution and focused sales approach.

● Made substantial inroads into competitors client base and successfully maintained a client retention rate of 90%

● Was instrumental in guiding the company to its goal of positioning itself as a player in the ice cream industry with major focus on services. These focused efforts resulted in the successful redefinition and fine tuning of the company’s competencies which contributed directly to an improved bottom line.

● Responding to tenders, tender documentation and preparation.

5) VADILAL ICE CREAM (INDIA) 1987 - 1989

DESIGNATION: SALES EXECUTIVE

KEY RESULT AREAS:

● Retention of company retail outlets and conversion of competitor’s outlets.

● Surveyed new markets and made use of the potential available to develop the company’s market share by ways of new outlets and conversions, brand image development by providing customer care, health and safety training to dealers.

● Maintaining a thorough knowledge of the market in terms of offer trends, new developments of the competitors.

● Training and development of sales staff.

KEY COMPETENCIES

BUSINESS SKILLS FINANCIAL MANAGEMENT SKILLS

Strong Interpersonal, Presentation skills Management & Financial Accounting Skills

Excellent Communication skills Budgeting and Forecasting

Strong Problem Solving & Analytical Skills

Negotiation Skills

Customer Focus Skills STOCK MANAGEMENT

Sound Training Skills Timely management of OTB,stock allocation & Replenishment

Rotation of stock between wholesale & Retail

Inventory Management

E D U C A T I O N

Master of Business Administration SEPT. 2008

Affiliated to BIT -India

BACHELOR OF ARTS- MUMBAI UNIVERSITY MAY 1984

(Major In Economics)WILSON COLLEGE

H.S.C. – POONA BOARD MAY 1981

BHAVANS COLLEGE - MUMBAI

S.S.C –POONA BOARD MAY 1979

ST.ANTHONY HIGH SCHOOL MUM

T E C H N I C A L Q U A L I F I C A T I O N S

1. Computer basic knowledge in MS EXCEL, MS WINDOWS, MS WORD 2000, INTERNET.

2. Completed basic Arabic course

3. Completed numerous courses and attended seminars

NEXT STORE MANAGERS COURSE U.K

TRAIN THE RETAIL TRAINER B.T.I BAHRAIN

EFFECTIVE PERFORMANCE APPRAISAL

EFFECTIVE PRESENTATION / TIME MANAGEMENT / DELEGATION / MOTIVATION /MERCHANDISING

SKILLS TRAINING / CUSTOMER SERVICE ORIENTED PROGRAMS / NEW STAFF INDUCTION TRAINING

LEADERSHIP SKILLS / HANDLING PROBLEMS & CONFLICTS / IMPROVING EMPLOYEE PERFORMANCE.

(ITQAN MANAGEMENT CONSULTANCY)

EXTRA CURRICULAR ACHIEVEMENTS

Represented college in hockey football & athletics

P E R S O N A L D E T A I L S

Date of Birth : 12th August 1964.

Marital Status : Married

Sex : Male

Nationality : Indian

Contact nos. : 009**-******** / 33751929

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