Associate Director
AZ Fashionscape Pvt Ltd
Total des années d'expérience :18 years, 7 Mois
•Successfully enhanced net sales by 15% within a year through the establishment of new sales
channels.
• Executed various brand awareness campaigns, capturing over 5, 000 leads by tailoring
mailshots to different customer segments.
• Revamped BI reports, reducing preparation time by 20% by implementing new report
structures and process efficiencies.
• Effectively coordinated action plans with production teams and communicated progress and
expectations to the management.
• Oversaw day-to-day tasks of the team, ensuring the delivery of quality services and efficient
implementation across all brands.
• Significantly reduced First Call Resolution (FCR) by 20% through the creation of predefined
email templates.
• Spearheaded the enhancement of the analytics framework for the eCommerce business,
encompassing traffic analysis, campaign analysis, inventory analysis, CS analysis, and
consumer analysis, resulting in a comprehensive understanding of the business for senior
management.
• Focused on driving processes, tools, and statistical methods to facilitate rational decisionmaking.
• Provided critical support to Marketing, CRM, Pricing, and Customer Group departments
through data-driven analytics and business insights.
• Streamlined marketing processes and ensured optimal support for decision-making through
analytics.
• Developed systems to monitor sales trends and progress across different timeframes,
enabling in-depth analysis and reporting.
• Initiated a project analysis, reporting, and recommendation system to guide future strategic
planning.
• Introduced a performance reporting template, resulting in a 25% reduction in the preparation
time for standard client materials.
• Collaborated closely with business stakeholders to identify opportunities for business
improvement by tracking and analysing performance, pinpointing issues, and devising
improvement solutions.
• Led strategic negotiations with key supplier partners to optimize replenishment strategies
using internal replenishment data, leading to a 10% increase in store sales.
• Developed market strategies, roadmaps, and product portfolios to maximize organizational
growth and strategic objectives.
• Ensured that all products met or exceeded financial goals, focusing on return on investment
and expanding the product portfolio through organic growth and the introduction of new
business lines.
• Implemented a system to track sales trends and progress across various timeframes,
emphasizing analysis and reporting.
• Introduced a new pricing strategy based on behavioural segmentation of B2B customers,
incorporating price sensitivity and price awareness analysis.
• Founded and managed Nuha Tuition Academy, a start-up providing high-quality group and
individual tutoring services.
• Aligned teaching resources with the existing school curriculum to reinforce and complement
students' classroom education.
• Maintained records of students' academic performance and applied the data to address areas
for improvement.
• Fostered a culture of excellence in education and maximized the potential of each student.
• Managed a team of 25 advisers as a Team Leader, responsible for handling various telecomrelated queries for Telefonica O2 UK, a leading telecommunications and Internet service
provider in the United Kingdom.
• Additionally served as a Team Leader in the American Express Credit Card Dispute Process.
• Successfully increased Customer Satisfaction (CSAT) scores by 15% within one year.
• Oversaw Customer Experience Analytics for NPS Improvement for American Express Credit
Card Customers, resulting in a substantial increase in the Net Promoter Score from 65% to
85%.
• Managed the production floor and handled escalations from clients within defined SLAs.
• Improved weekly calibration sessions with the quality team, contributing to a 10% increase in
quality.
• Set daily targets for team members and provided individual performance feedback to ensure
daily goals were met.
• Analysed individual team member performance and motivated them to achieve higher
standards.
• Managed certification/probation appraisals for team members.
• Enhanced the leave utilization system, achieving the required 80% target.
• Conducted monthly team meetings with a predefined agenda and documentation for review
and action planning.
• Compiled and computed the monthly incentive plan for the team, facilitating salary
processing.
• Conducted training sessions on various modules to enhance the skills of team members and
ensured close interaction with the technology team to communicate support expectations
and required information.
• Assisted the human resources department with recruitment by providing a client perspective
on processes and required skill sets.
• Achieved a promotion within 12 months due to strong performance and organizational
impact, ahead of the planned schedule.