General Manager
Gosawa
Total years of experience :15 years, 4 Months
• Developed and executed the plans to streamline existing processes and developed new strategies to decrease company expenses
• Oversaw daily operations of the business; creating new strategies for growth, managing expenses and improving efficiency
• Led a team of twenty-five members
• Evaluated performance and productivity and implemented strategies for business growth
• Managed all the purchasing and sales activities as well as the supply chain, with an annual budget of $1M
• Performed market research and analysis and achieved an average company growth rate (CAGR) of 25% in 2 years
• Spearheaded and developed the overall business function and nationwide development plans based on current market conditions, economic forecasting, and market research analysis
• Led the initiative of directly sourcing products from local & international suppliers, increasing profit margins in several product categories by more than 150%
• Identified opportunities and managed relationships with multiple new merchants to secure high-margin product offerings
• Merged positions within the sales department, enhancing the workflow and decreasing operating expenses by 18%
• Assisted customer service team in dealing with complaints maintaining a customer satisfaction level of above 85%
• Launched, managed and expanded product categories on the website based on user data & market research
• Designed & implemented a loyalty program which increased client retention by 35%; growing sales by 20% YoY
• Created & optimized customer experience and support processes focusing on customer preferences, increasing CLV by 26%
• Directed and coordinated all sales activities including preparing sales budgets and projections and approving expenditures
• Exceeded targets and increased sales figures over 3 years, achieving cumulative sales of $3.8M
• Trained and managed a team of six account managers
• Developed and maintained relationships with stakeholders, customers and vendors
• Initiated and delivered multiple training programs to increase the technical knowledge and sales skills of team members
• Analyzed data to identify key markets and create promotions aligned with consumer demographics
• Established a strong social media presence, increasing penetration through specific audience targeting; enabling more than 40% of clients to find the company through social media platforms
• Managed a portfolio of over 100 customers that have fallen into collections (top five achievers within the team)
• Conducted the analysis of historical data and customer's current situation to derive a solution for monthly mortgage payments
• Achieved a high cured accounts percentage for completing the appropriate loss mitigation program for each case
• Liaised internally with bankers and brokers and externally with real estate agents and mortgage insurance companies
• Took part in a team supporting the new NAB Connect internet banking service for business clients
• Promoted to Authorizer; responsible for checking other team members' work against standards and stringent guidelines
• Helped to Pilot a new Software Package, provided feedback to developers to improve software functionality
• Ensured smooth launch and continued operation(s) for both Investment Banking and Wealth Management departments
• Provided administrative support and technical assistance to assigned supervisor(s)