Experience

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  JUSTDOGS®

  • Chennai, Tamil Nadu, India

  • Operation Manager

    • Sep 2020 - Present
    • Chennai, Tamil Nadu, India

    Operation Manager (Team Manager, Customer Service, Training & E-Commerce Business)Achievements /Tasks–Operation Manager1. Mentored and nurtured a high-performing team, ensuring they met defined KRAs and KPIs.2. Spearheaded the training and development program for recently promoted managers in the South Region.3. Provided leadership and guidance to team members, facilitating their growth and development.4. Engage employees in trust-building exercises and bonding activities, so they can feel comfortable and safe with one another. 5. Inspiring and motivating team members with regular encouragement, keeping the enthusiasm going by providing individualized coaching when needed. 6. Also provide communication skills so they can express complex ideas and diffuse stressful situations. 7. Listen to team member’s feedback and resolve any issues or conflicts. 8. Analyzed data to identify trends and opportunities for improvement in customer satisfaction, revenue generation, and conversion rates.9. Managed cross-functional operational processes, ensuring seamless collaboration between various teams and logistics partners.10. Led the implementation of technology and logistics automation to streamline supply chain operations.11. Provided comprehensive training to new employees in Selling Skills, Soft Skills, and Process & Products.12. Collaborated with designers, developers, and third parties to ensure eCommerce site development met company standards.

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  RELIANCE TRENDS LIMITED

  • Chennai, Tamil Nadu, India

  • Deputy Manager

    • Aug 2018 - Apr 2020
    • Chennai, Tamil Nadu, India

    Reliance Trends – Retail Store Operations& (AJIO) B2B Online Business Marketing -E-Commerce Achievements/Tasks1. Oversaw complete store operations with a team of 50 employees, managed annual revenues, and analyzed financial statements for profitability.2. Utilized market research to optimize merchandise placement, sales promotion, and display plans.3. Acted as a B2B Online Process Marketer, identifying and reaching out to potential customers and promoting products and services.4. Partnering with reliable shipping and logistics providers to ensure timely delivery of orders, providing order tracking capabilities, and offering flexible delivery options such as express shipping or click-and-collect.5. Applied digital marketing knowledge to facilitate promotions and ad campaigns.6. Developed and delivered training courses for staff on new products and ongoing skill enhancement.7. Training employees to adhere the process and compliances.

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  MTS - Sistema Shyam Teleservices Ltd

  • Chennai, Tamil Nadu, India

  • Senior Specialist

    • Sep 2015 - Oct 2017
    • Chennai, Tamil Nadu, India

    Channel Partners, Sales, Customer Service & Data Process Operations. Achievements/Tasks1. Successfully acquired new channel partners by explaining the company's norms and business processes.2. Managed 20 MTS Branded Retail Stores in Chennai.3. Conducted training programs for CREs on Sales & Service, Selling Skills, Soft Skills, and Product Refresher Programs to enhance their skills in customer service, sales, and data processing.4. Training customer service representatives to communicate clearly, empathetically, and professionally, both verbally and in writing, to address customer inquiries, resolve issues, and build rapport.5. Teaching empathy and emotional intelligence skills to help representatives understand and empathize with customers' emotions, concerns, and perspectives, fostering trust and building stronger relationships.6. Rewards and recognition are done to motivate employees and improve their performance.

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  Vodafone

  • Chennai Area, India

  • Retail Store Manager

    • Jul 2004 - Aug 2015
    • Chennai Area, India

    Telecom Industry - Call Centre, Prepaid Documentation (TRAI Regulations), Training - R & R and Retail Store Operations.Achievements/Tasks1. Provided inbound call center support for customer inquiries, requests, and complaints related to postpaid services.2. Managed prepaid Customer Application Form (CAF) processes and supervised 12 verification agencies through an outbound call center.3. Played a crucial role in customer retention and relationship management, training employees on SOPs.4. Oversaw store operations, business development, people management, branding, and compliance to achieve store profitability.5. Developed and conducted training sessions for customer service associates and internal sales account representatives, covering product knowledge, sales skills, and phone etiquette.6. Collaborated with the training team on refresher training programs.7. Implementing systems to capture and analyze customer feedback, including surveys, reviews, and Net Promoter Score (NPS) data, to gain insights into customer satisfaction levels, identify pain points, and drive continuous improvement efforts.8. Promoted employee well-being and safety, offering training on Defensive Driving Skills (HSW - Health, Safety, & Well-being) to the corporate team.