Customer Service Manager

ANKUSH CHOPRA

PH No : 977-***-****

*************@*****.***

________________________________________

To be a part of a vibrant and growing organization offering an innovative and motivating team based work environment, enabling me to utilize and constantly upgrade my knowledge and skills.

PROFESSIONAL SYNOPSIS

A competent professional in Channel Management, Sales & Marketing, Business Development, Retail Operations, Profit Center Administration and Relationship Management across diverse industry verticals.

Presently working as Store Operations Manager (Operations), with Bharti Retail (J/V with Wal-Mart India).

Expertise in marketing plan , product promotion and implementation of business strategies to accomplish the decided targets

An effective communicator with good presentation skills and abilities in imparting trainings

ACADEMIC CREDENTIALS

Master of Business Administration from Regional Institute of Management & Technology Mandi Gobindgarh

Bachelor of Science (Information Technology)

AMFI Certified

Professional Training & Development: -

Ambassador To the World

Insurance Regulatory and Product Training

Information Security Awareness Training program.

General Compliance and Anti-Money Laundering Training Program.

Wal-mart India Certified Store Manager.

Shrink prevention Training.

PROFESSIONAL ACHIEVEMENTS

Awarded certification as Debt Consolidation Topper in overall North Region.

Got the appreciation Certificate for best contribution in net cash overall North Region.

Awarded for over-achieving targets in the months of Credit crunch.

Won the best Personal Loan and cross sell champion pan India

Best Asst Branch Manager Pan North

Garymiyon ka Raja Contest April 2010 winner

TOTAL EXPERIENCE: - 5yrs 1 month

Easy Day

BHARTI RETAIL LTD.

Store Operations Manager

Feb 2010 till date

This joint venture marked the entry of Wal-Mart into the Indian retailing industry.

Wal-Mart Stores, Inc (Wal-Mart), the world's largest retailer, and Bharti Enterprises Ltd. (Bharti), a leading business group in India, to explore business opportunities in the Indian retail industry.

The Role: -

GENERAL OPERATIONS: -

Budgeting the expenses and cutting costs.

Profit Portfolio management.

Developing new avenues for promoting the business.

Crisis Handling.

Compliance and Process adherence.

Ensuring all activities during store opening and store closing & managing day-to-day operational activities of the store. .

Performing weekly audits for store standards to maintain effective and strong working environment.

Developing operational Strategies, getting same approved from HO and implementing same to overcome

day to day problems in operations.

Ensuring that all Cash tills are functioning optimally.

Responsible for Auditing allocated stores for monthly star Audit

PEOPLE MANAGEMENT: -

Handling team of 24 people which includes 2 team leaders and 22 Associates ,Monitoring staff development, motivating them for sales as well boost their moral with right attitude, ensuring minimum attrition levels

Recruitment and Training and coaching of Associates and Team Leaders on sales, operational policies, store culture, ethics, sales planning and compliance.

Setting KRA’S of the team members and ensuring executions

Optimise employee productivity through effective communication and transparency

MARKETING: -

Create/maintain a brand image of EasyDay.

Implementing brand and marketing strategies within the store as per HO communication.

Co-ordinate with marketing department ensuring execution of weekly marketing activities E.G. flyer distribution by channels, SMS blast etc.

SPACE MANAGEMENT & VISUAL MERCHANDISING: -

Analyse space allocation category-wise and subcategory-wise with respect to the Sales generated, stock capacity and seasons.

Increase or decrease space allocation and make alteration of fittings on the basis of such analysis.

Maintaining the appearance of the store by using concept of visual merchandising ensuring better display as well as better utilization of space.

Ensuring proper communication of prices through signage used as per standards.

SHRINKAGE: -

Prevent shrinkage by working on the probable shrinkage areas.

Responsible for the following checking and auditing below mentioned reports & ensure execution on gaps/exceptions. : - Store Manager recap report, Management review report, Daily activity Report, Store Accounting report, Detailed Mark up and Mark Down Report, Refund Review Report, Void Matching Report, Price override report, Daily summary of store transmitters report, Detail Departmental Markup/ Markdown report , Markup/Markdown capture exception report ,Store transmittal report, Inventory Adjustment report, Outstanding price changes report, Negative on hand report, Checking General Journal report and matching with monthly purchases , markdowns, sales, expenses, Direct store delivery reports and report gaps to finance and avoid paper shrink.

Maintaining MIS and Reports and circulating to HO.

INVENTORY MANAGEMENT:

Crosschecking the Good Receipt Note (GRN) is generated as per valid P.O. for correct receiving

Ensuring All DC trucks are checked properly for shortages/excess and same is reported to scsc.

Ensuring execution of Inventory Management practices by getting backroom properly zoned, Manual ordering according to season as well stock requirements t for better in stock levels

Ensuring that no good moves out of the store without proper delivery Chillan.

LIAISONING:

Liaison with various Govt. bodies for permissions and licenses required for smooth operations of the Store.

Liaison with Corporate and Institutions for bulk sales to them.

COMPETITION MAPPING:

Develop awareness about the organized, unorganised retailing segments and identifying their strengths and weaknesses and doing SWOT analysis.

Identifying competitors in each and every category. Comparing their prices, their suppliers with that of ours.

Comparing the physical appearances, fixtures, lighting and area allocation per category of competitors’ vis-a-vis those of Easyday.

CUSTOMER SERVICE:

Ensuring staff is Interacting with customers & obtaining their feedback.

Formulating policies and processes to make staff more customer friendly and effective in its purpose.

Ensuring Customer concerns, queries and complaints of customers are addressed.

Customer Relations Management.

Lends a direction towards Customer Service Management.

Ensuring customer service is one of top most preference in store

GENEREAL MAINTENANCE: -

Coordinating with IT on issues relating to cataloguing and any other problem reated to IT machines etc

Coordinating with Category Management team to ensure proper running of the schemes.

Perform administrative role for management of office and staff. Monitoring analyzing and resolving problems regards to security, housekeeping and other third party

NET AMBIT

Asst. Branch Manager

March 2009 - Feb 2010

Net Ambit is a leading Financial Products Distribution company having proven expertise in handling complete sales cycle for various retail financial products. The company has Pan-India operations with presence in more than 80 major towns and cities of the country.

Key Result Areas:

Incorporated weekly and bimonthly bench marks keeping business objectives/targets in mind and reviewing performance of my team.

Identify potential team members & ensure recruitments.

Identifying potential processes and developing framework as well as implementing the processes in line with the guidelines for improving operational efficiencies.

Ensure compliance adherence with the rules, regulations and procedures for sales and branch operations.

Handling On-Role Team of 16 people including Senior Relationship Manager’s(Handling team of 10 FPS’s/RM’s), R.M’s and FSP’s(Direct sales)

Training. Leading & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.

CITIFINANCIAL CONSUMER FINANCE INDIA LTD

Customer Relationship Manager

May 2007 –Feb 2009

A member of the Citigroup, CitiFinancial is the World leader in financial services. In India, its continuous growth in branches, business and associates has seen it acquire more than a million customers.

Key Result Areas:

Assisting Team in Market Research and helping out in marketing problems.

Fulfilling Training requirements for the teams and the associates and update them on the process, policy change in order to have max profitable output & maintain good relationship with the team.

Empanel & managing Channels for personal loans and mortgage loans ensuring good productivity.

Initial Credit Underwriter: Check all the parameters/ docs and gives a Soft decision approval for Personal Loans and Mortgages

Operations & Compliance: Ensuring smooth functioning & fulfillment of Citigroup policy requirements by focusing on proper documentation, credit checks & accurate TVR & Dedupe in order to reduce discrepancy.

Coordinating with CPV agencies & Fraud Control Unit (FCU) to ensure quality verification & better TAT.

Closely monitor TAT of the approval. Interaction with central credit for deviation approval & high ticket size loan amount approval.

Coordinating with customer services in order to maintain good relationship and achieve customer satisfaction.

Supporting Branch Collections by constant follow-up with non-starters early resolution of disputes/service issues/fraud accounts.

Debt Consolidation of Individual customers from Market Competition.

CENTURION BANK OF PUNJAB

Relationship Officer

Aug 2006 to May 2007

Worked with CENTURION BANK OF PUNJAB (CBOP) as Relationship Officer (Wealth & Liabilities), handled sales.

The Role: -

Identifying new prospective client and generating business from the new as well as existing clients by relationship management thereby achieving the business target.

Procuring data from the Market and exploiting it in order to get maximum sales.

COMPUTER SKILLS

Proficient in Handling all kind of Common Computer Applications such as Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft power Point and Other Internet application.

Proficient in handling any type of Computer Applications (With databases connectivity) and hardware Problems easily using manuals.

PERSONAL DETAILS

Date of Birth : 12th Nov 1983

Languages Known : Hindi, English, and Punjabi

Contact No : 097********

Address : #802/8 ,Guru Nanak Nagar, Patiala-147001

Hobbies & Interests : Socializing, Surfing and Exploring Internet

Location Preference : Flexible to re-locate anywhere in India

(Ankush Chopra)

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