Assistant Manager
Global Good Coffee
Total years of experience :13 years, 1 Months
• Assist the general manager in daily operations, including opening and closing procedures, cash handling, and ensuring the store is clean and well-maintained
• Enhanced customer satisfaction and loyalty through engaging interactions, resulting in a 20% increase in satisfaction scores and 15% higher customer retention rates.
• Help manage inventory, production, and waste, including receiving orders, maintaining stock levels, and conducting regular inventory counts resulting in a decrease in stock shortages from 10% to only 4% and a significant reduction of shops waste from 5% down to 2%.
• Analyze sales performance metrics and implement targeted strategies, resulting in a 10% increase in monthly gross sales and a 15% improvement in upselling and cross-selling initiatives.
• Took initiative on generating SOP & conducting HACCP to ensure compliance with health and safety regulations bringing safety related incidents down by 90%
• Led and managed a dynamic team of 20 Business Developers, Sales Executives, and Team Leaders, achieving a 15% increase in sales revenue and a 10% improvement in conversion rates through strategic guidance, coaching, and support.
• Established and monitored key performance indicators (KPIs) including, conversion rates, customer acquisition costs, and sales pipeline velocity, resulting in a 20% enhancement in overall team performance
• Developed and executed action plans and strategies to optimize team performance, address performance gaps, and ensure alignment with business objectives and sales targets, resulting in a 50% positive impact.
• Took ownership of P&L reporting for the sales department, analyzing financial data to identify trends and making data-driven recommendations that contributed to a 10% increase in profitability and operational efficiency.
• Continuously evaluated and optimized Salesforce pipelines, sales processes, workflows, and methodologies to enhance efficiency, effectiveness, and customer satisfaction throughout the sales cycle, enhancing efficiency by 20%
• Conducted performance evaluations, goal setting, and performance reviews for team members, providing constructive feedback, recognition, and support for career development and advancement opportunities, boosting employee satisfaction by 35%
• Directed a multinational team of 45 customer support agents, floor supports, and supervisors, achieving a 20% increase in overall team efficiency through targeted training and streamlined communication protocols.
• Implemented enhancements to quality and production processes resulting in a 30% reduction in customer complaints and a 60% increase in customer satisfaction scores.
• Led continuous improvement initiatives, leading to a 25% reduction in average handling time and a 30% increase in first-call resolution rates.
• Monitored project budgets, expenses, and resource costs, ensuring they were within approved limits and aligned with project goals and objectives, always capping at 80%.
• Directed and supervised multinational teams on various projects from diverse industries, fostering a culture of accountability and excellence in service delivery.
• enforced rigorous quality assurance protocols, resulting in a 20% increase in customer satisfaction scores and a 15% reduction in service escalations.
• Spearheaded process optimization initiatives that streamlined operations and enhanced efficiency, resulting in a 25% decrease in average resolution times and a 10% improvement in first-contact resolution rates.
• Strategically managed project budgets and resource allocation, consistently meeting financial targets while maximizing resource utilization and minimizing overhead costs, keeping overall expenses below 70% of budget.
• Proactively identified and addressed project risks and issues, mitigating potential disruptions and ensuring seamless project delivery on time and within budget.