SECTION SUPERVISOR
SAUDI HYPERMARKET COMPANY (CARREFOUR)
Total years of experience :16 years, 6 Months
Commercial Management: Effective merchandise planning, Event purchase budget, Promotion Preparation, Ensure Mandatory Range. Monitor and action slow-moving and dated stock, Daily & Monthly Sales Analysis.
Business Cycle: Drive Sales, Ensure Regular Promotion Products Ordering, Total Control on Damage, Shrinkage, Aging, Overheads to increase profitability. Price Tagging, Labelling Survey and Promotion Implementation.
Work on Selling Area: Staff Appearance, Section Appearance, Shelves replenishment, Shelf Labels and Signage.
Money Management: Daily Sales analysis, Negative Margin, Selling Price Update, Competitor Survey, Sales Clearance, Decode and End of Life (EOL), Manage Gondola Head, Control Purchase Order and maintain Stock Level.
Human Management: Daily, Weekly & Monthly briefing with team, Staff Daily Schedule, Standard management
Briefing and Training follow-up.
Manager - Retail Operations - Apple Premium Store.
Store Operations Excellence: Adherence & Implement SOPs for Retail Operation, Store Operations Checklist, Track Performance parameters - Best sellers, Sales transactions & conversion, inventory availability and turnover.
Drives stores profitability by meetings and exceeding sales targets and control operational expenses- Cost, Assets and revenue leakage.
Monitor housekeeping standards (front and backend area) to ensure store projects a professional image.
Store Commercial Drive: Analysing sales figures and effective sales forecasting and consultative approach
to sales (Apple Products & Accessories).
Effective sales planning, execute events & Promotions to maximize sales growth and revenue opportunities and objectives.
Execution of store business plan to achieve revenue targets for the store across all products within SKU wise.
People Management: Coaches, Training, Motivates, Encourage and create high performance culture and conducting timely performance appraisals and evaluations.
Managing, developing & motivating staff to increase the sales and profitability.
Prepare weekly schedules to ensure proper floor coverage resulting recognizes individual and team accomplishments.
Customer Service: Actively monitors customer experience, satisfaction and feedback to drive continue improvements & delivering excellent customer service at all times.
Determine customer needs and recommend the best solution to improving optimum level of customer satisfaction.
Constructive approach to resolves customer issues, build strong relationship by exceptional sales and after sales service supports.
Inventory Management: Manage inventory movement from warehouse to store through inward and outward.
Tracking avoid stock out & over stock, completes cycle counts, identify stock ageing, slow moving and non-moving.
Periodical inventory audits & control shrinkage/ pilferage and replenishment of stock.
Visual Merchandising: Ensure attractive merchandise display, visual presentation, store layout and design.
Ensure proper display of communication signage on discount and promotion schemes in each section.
Shelf availability display, Products visibility, Fixture Display and Maintenance.
Assistant Manager - Customer Service Delivery
Customer Service Operations:
SLA Adherence- Ensure to close respective Service Request within pre-defines time by Cluster team. Ensures customers feedback on quality of resolution thru Outcall process.
R-SAT (Resolution Satisfaction) - Measure the gaps in the customer expectation &actual resolution to the customer.
SR per Subscriber Base- Proactively tracking & reduction all resources of unjustified Service Request.
Repeat Service Request - Quality of resolution provided to the customer in first attempt.
Complaint Management- Ultimate responsibility taking part in handling escalations from TRAI, DOT, CMO, Consumer Forums, Nodal and Appellate Authority and Field to assured swift resolution of complaint.
Retail Operations:
Responsible for generating business through selling products/services segments from touch points - Handset Upgrade, High Speed Data Card, TAB, Blackberry, FWP, VAS up-selling, Customer Acquisition and third party propriety Handset mobilizing by Store Sales Persons.
Effectively organized the Service Camp for Sales & Marketing, handset servicing and ensuring high level of customer service thereby improves the product awareness and enhance business growth.
Ensuring proper presentation and display of products, maintenance infrastructure, cleanliness and safety are up to the mark and as per set standard by the organization.
Driving sales in stores on achieving the target and maximizing customer satisfactions level by monitoring Customer Acquisition timelines and provide service quality norms.
Accountable for improving accuracy of I-SAT, L1, L2 retention and Pre Paid to Post Paid conversion forecasts.
Developing & implementing Self Care Service for enhancing customer service experience & productivity thereby generating revenue.
Responsible for receiving Request & Complaint through (CRM) ICARE application & arranging closure within stipulated time frame and ensuring customer feedback.
Responsible for Customer Complaint Management, Bill dispute settlement, Waiver management, Legal Cases and maintaining the various MIS reports related to it.
Ensuring proper Audit of Vendor wise VAS promotion on DND registered numbers & coordinate with marketing team on violence issues.
Supervision of twelve team members (CSR) within the customer care department for handling more that 2000 calls in the particular shift.
Accountable for training and coaching team members to deliver a high standard customer service and regular update about new Products and Services and kept up to date with changes.
Handling escalated difficult CSR calls and attempting to resolve on priority.
Generating consolidated MIS report of Customer Care activities and DHL related.
Retrieve customers’ complaints on hourly basis & Escalate to Complaints Resolution Cell Team for resolution.
Outbound Activities: Communicated with the customer to receive their valuable feedback & suggestions for improvement in Products / Services thru Welcome call process.
Responsible for arrange close looping of customer complaints and updated details in the customer relationship management software according to management guideline.
Supervising the overall management and day-to-day operations activities of the institution
Responsible for counselling for the visiting students and enrolling them under different courses.
Bachelor Degree in Arts from Magadh University.