Retail Team Leader
DU EITC
Total years of experience :21 years, 9 Months
Responsibilities
Complete store operations - Shop opening procedures to Shop closing procedures
Stock management - All procedures related to stocks such as devices, SIMs, Recahrge cards, etc to be accepted, transferred or return to warehouse.
Daily briefings and training's for staff not limited to process but for communication and handling customers
Sales team management - Preparing and assign monthly targets, distribution of targets from database.
To effectively motivate, coach, provide feedback and conduct monthly appraisals of the sales team.
Achieved over 95% on an average for the year 2020 and 2021.
Proactively involve and suggest improvements to systems, process and enhance customer experience.
Handling all types of escalations with follow up and deliver complete resolution
Retail Sales Executive (Consumer & Enterprise) - DU EITC (Dubai, UAE)
Leading Telecom Service Provider in UAE March 2018- Sep 2018
Achievements:
Promoted to Retail Team Leader (6 months)
Responsibilities:
Sales of new connections, mobiles, fixed services (Landline, TV and Broadband).
Operate Cash Register / Process Payments balancing cash drawers
Maintain knowledge of current sales and promotions
Prepare sales contracts and maintain records
To provide the best customer services by keeping the customer educated & updated about all offered company’s products & services, cross selling/up selling
Sales:
Aggressive cold calling, meeting and developing new clients to achieve sales targets.
Travelling all over UAE and other countries (Saudi Arabia, Qatar, Oman, Kuwait and Egypt) for direct selling and courtesy meets at various exhibitions and projects
Follow up and cater existing clients on new projects by providing new ideas and cost effective solutions
Preparing quotes and contracts for Exhibition stands, interiors and special projects
Assisting in designing of exhibition stands, interior projects, special projects and graphic designs
Production:
Visit Trade center and sites during build up and ensure timely and satisfactory completion and handover of the exhibition stands and interior projects.
Planning, preparing drawings and production schedules of exhibition stands, interiors and special projects.
Assigning work schedule to workers.
Sourcing of all production materials such as MDF, tools etc and as per new requirements and processing orders with suppliers
Complete Site Inspection: Taking necessary measurements and providing Interior designing solutions based on space allocations
Achievements:
Promoted to Sales Manager
Sales team management - Preparing and assign monthly targets, distribution of database.
To effectively motivate, coach, provide feedback and conduct monthly appraisals of the sales team.
Monitoring the achievements of sales targets on a month to month basis.
Sales of new connections, mobiles, fixed services (Landline, TV and Broadband).
Operate Cash Register / Process Payments balancing cash drawers
Maintain knowledge of current sales and promotions
Prepare sales contracts and maintain records
To be the face of the company and achieve targets by selling services & products offered by DU from the designated retail customers. To serve the enterprise & HNWI customers for better customer experience, up selling, revenue enhancement and retention
To provide the best customer services by keeping the customer educated & updated about all offered company’s products & services, cross selling/up selling
To retain existing customers in times when they want to cancel their services due to any bad experience, any service related issue or churning to competitor.
Improvise customer awareness about the appropriate usage of products & packages
To make company’s relationship with valued customers, promising a healthier relation by establishing extreme comfort with uninterrupted and reliable personalized services
Achievements:
Promoted to Store In-charge
Conducting Daily briefings, Stock count, Quality Tracking.
Shop closing procedure
Prepare weekly roster and targets for all team members
Handling complaints: Providing quick and apt solutions
To supervise a team of 8 to 10 sales personnel monitoring their performance and training
Evaluate and analyze the weekly performance of all team members’ and one to one counseling as and when required
Assisting the Manager in monthly evaluation and reporting of Sales target achievements
Inbound Collections and Customer Service Advisor: Assist customers with difficulty in payments, providing payment arrangements and providing excellent customer service (Care - Collect)
Performed in the top 5% of the staff by handling 150-200 calls daily
Met or exceeded KPIs such as AHT, collections, client surveys, internal quality monitoring, and adherence through weekly development.
Process Expert
Conducted Team Trainings
Determined problem areas to recommend revised policies and procedure for the Call Center and monitor calls to determine customer service needs.
Provided performance reviews and developmental feedback on a monthly/quarterly/annual basis
Administered performance management by diagnosing improvement opportunities, provided effective feedback, trained and utilized corrective action plans to meet operational objectives.
Achievements:
Escalation Desk handling customer complaints
Have been trained as a Transition Expert (TEDP). Have been a part of 4 OJT batches as a Mentor across Billing and Collections and conducted training and feedback for 10 -12 new joiners.
Completed graduation procedure and alignment of new CSR to teams along with Team operations Manager.
Acting Team Leader for a quarter in 2009
Have been a part of projects such as AHT Enhancement, Care Collect, preparing and executing new Coaching and training modules to improve process and management.
Barclaycard Customer Services: Answering all customer queries regarding Credit cards, Balance transfers, up selling and Cross selling of the banks products.
Achievements:
Best performer in the Skill set.
Awarded Certificate of Recognition for showing Exemplary performance in Quality.
Acting as supervisor in the absence of Team Leader and Team Coach
Sales of all Electronics - TV, Fridge, Washing Machine, Audio Systems, Microwaves etc
Data Entry and maintaining Books of Accounts.
Managed Purchasing from various wholesalers and manufacturers
Business Management and Accounts