Regional Retail Customer Service Manager
Marina Retail Corporation
Total des années d'expérience :15 years, 11 Mois
Responsible for the efficient management of customer service for a retail network of 10 stores in the UAE, Bahrain and Oman with regular support to franchise partners in KSA and Egypt and a strong focus on customer experience and retention and process improvement to prevent losses due to poor service.
• Improved departmental efficiency by 75% resulting in complaint resolution time reduction from 8 days to 48 hrs
• Reduced number of complaints by 37% year on year for UAE retail network and complaints to invoices ratio below 2%
• Brought down total refund amount by 23% year on year through efficient communication and timely resolutions
• Reduced number of complaints escalated to Retail Director by more than 95% by implementing structure, SOPs, SLAs, training and MIS reporting in the department
• Created a rolling report of quality-related product complaints which saved more than 200k AED in 5 months
• Introduced monthly Cost of Poor Service Report to financially quantify the impact of poor service on the business and address departmental areas for improvement leading to savings of 300K AED in 8 months
Responsible for all sales, operational and profit and loss aspects of 30+ team member, 60 million AED per annum flagship store operation.
• Led, trained and mentored teams of 30 associates in the successful operations of 40000 SQF Al Barsha flagship store and previously the Mall of the Emirates
• Achieved sales budgets of 60 million AED annually
• Set-up, merchandised, trained & opened seven Marina Home Interiors showrooms in the UAE, Oman, India, Qatar and Kingdom of Saudi Arabia
• Achieved consistent DSES mystery shopping results over 90% for Al Barsha store, helped organization achieve the Dubai Service Excellence Scheme “Best Service Performance” award in “Furniture” category
• Reduced shrinkage below 0.25% of monthly sales and prevented loss to support strong bottom line performance
• Planned and implemented exclusive in-store events which were reported in local press
• Supported and enhanced the Store Manager’s role in overseeing the overall retail operations of the Marina Home flagship store in Mall of the Emirates
• Ensured a strong presence on the shop floor to capitalize on sales opportunities, improve customer service and increase conversion to 23%
• Led a team of 30 associates towards exceeding annual sales objectives through coaching, training and development
• Managed the closing of 23000 SQF Mall of Emirates store for renovation in October 2013 and completed the project in 7 days; re-opened the store in 2014 within 18 days
• Responsible for departmental sales, customer service, merchandising, pricing in the housewares and furniture departments
• Contributed to the set-up and opening of the Crate and Barrel stores in Mall of Emirates and Mirdif City Centre
• Implemented brand standards as required by brand principals in the USA
• Supervised a team of 6+ sales associates in achieving departmental sales goals
• Assisted the buying team with pre-opening SKU data entry and pricing
Manning the evening shift of a busy fast food shop in Delaware, USA. Main responsibilities include serving customers, operating the cash till, end of day sales report, cleaning and closing the store.
Manning the day shift in the Coldstone Creamery in Rehoboth Beach boardwalk, Delaware.
Main responsibilities included serving customers, maintaining daily First In First Out inventory of perishable goods, operating the cash till and maintaining the store's hygiene and food safety standards.
Telemarketing, call-center & data collection, lead generation and business process outsourcing for British Telecom and IBM.