Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Timeline
Generic
Abhishek Singh

Abhishek Singh

New Delhi

Summary

Customer-focused professional with successful 11 years career in Retail and Customer Service industry. Dynamic and successful at applying skills in busy environments. Versatile Professional recognized for providing exceptional leadership and guidance to employees. Energetic, results-driven Professional committed to maintaining highest quality of customer excellence. Great interpersonal communication and multitasking abilities. Efficient Knowledge of Customer Relationship Management software, Microsoft Outlook, Microsoft Office and other technical skills to ensure a well-rounded approach to delivering exceptional service and resolving technical issues in a professional manner. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Overview

11
11
years of professional experience

Work History

Department Manager

Reliance Retail
New Delhi
01.2018 - 12.2020
  • Resolved customer complaints promptly and professionally in order to maintain good relationships with clients.
  • Handled shift overstock, restocking and inventory control.
  • Followed safety protocols and company processes and procedures.
  • Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
  • Coached and trained new staff members, providing guidance on department policies and procedures.
  • Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
  • Performed opening and closing duties as part of management team and handled cash management.
  • Executed targeted merchandising and promotional plans to meet department sales goals.
  • Monitored daily sales figures to track trends in customer buying behavior.
  • Lead and manage a team of 15 employees in the Department, ensuring that all tasks are completed efficiently and on time.
  • Created monthly schedules for staff members to ensure adequate coverage during peak hours.
  • Cultivated talented team of departmental employees through outstanding mentoring, coaching, and teaching skills.
  • Conducted regular performance reviews to monitor progress of individual employees.
  • Assisted Human Resources in recruiting qualified candidates for open positions within the Department.
  • Evaluated employee feedback surveys regularly to identify areas of improvement in customer service delivery.
  • Provided technical support as needed when troubleshooting issues related to equipment or software.
  • Developed strategies to improve customer service and increase sales by 10% within 6 months.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Store Manager

Red Chief
Rampur
07.2016 - 01.2018
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Resolved customer complaints in a timely manner.
  • Created weekly work schedules for store personnel.
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
  • Oversaw inventory management through cycle counts, audits and shrinkage control.
  • Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
  • Prepared monthly reports on sales figures, expenses, profits.
  • Monitored inventory levels and placed orders to restock shelves.
  • Maintained accurate records of employee performance reviews.
  • Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
  • Developed strategies to maximize sales and profitability.
  • Oversaw storewide merchandising benchmarks to maintain operational excellence.
  • Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
  • Reviewed customer feedback to make operational improvements and promote satisfaction.
  • Preserved product quality by maintaining stockrooms and disposing of damaged items.
  • Updated POS system with new products and promotional offers.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.

Team Leader

J D S Apparels Pvt. Ltd.
Noida
01.2013 - 07.2016
  • Maintained a positive work environment that promoted collaboration between team members.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Delegated daily tasks to team members to optimize group productivity.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Created and distributed monthly, quarterly and annual reports to management regarding performance.
  • Maintained positive working relationship with fellow staff and management.
  • Identified needs of customers promptly and efficiently.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Wrote and submitted reports on industry trends, prompting managers to develop business plans.

Senior Customer Care Executive

Aircel
AGRA
07.2009 - 12.2012
  • Resolved escalated customer complaints within established time frames.
  • Collaborated with other departments on cross-functional projects impacting the customer experience.
  • Organized special events such as webinars or workshops focused on educating customers about product features or services offered by the company.
  • Coached and mentored junior members of the Customer Care team.
  • Provided technical support and troubleshooting assistance to customers.
  • Managed day-to-day operations of the Customer Care team, including scheduling shifts and assigning tasks.
  • Ensured compliance with company policies, regulations, and industry standards.
  • Designed surveys for customers to evaluate their overall satisfaction levels.
  • Drafted reports summarizing key performance indicators such as average response times, resolution rates.
  • Monitored customer service metrics to ensure quality standards were met.
  • Maintained detailed records of all customer interactions, including resolutions and follow-up actions taken.
  • Received and responded to customer inquiries in a timely manner, ensuring customer satisfaction.
  • Recorded details of all inquiries, complaints, and comments.
  • Resolved billing and service issues for Postpaid and Prepaid customers.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Followed up on emailed or web-submitted customer inquiries within standard response times.
  • Converted incoming calls into booked service appointments.
  • Supported sales team members to drive growth and development.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Strengthened customer retention by offering discount options.

Education

MBA - Marketing Management and Research

Uttar Pradesh Technical University
Lucknow, Uttar Pradesh
07-2009

Bachelor of Science - Physics, Mathematics

R B S College
Agra
07-2005

Skills

  • Effective Communication
  • Sales expertise
  • Multi-Task Management
  • Client Relations
  • Work Planning
  • Complaint resolution
  • Leadership
  • People Management
  • Teamwork and Collaboration
  • Flexible Schedule
  • Computer Proficiency
  • Microsoft Outlook
  • Microsoft Office
  • SAP Business Software
  • CRM Software
  • Typing proficiency

Affiliations

  • Leading customer support workshops or training sessions to improve team performance.
  • Participating in customer feedback surveys and implementing suggestions to enhance service quality.
  • Managing social media channels to respond to customer inquiries and resolve issues in a timely manner.
  • Completing online courses or certifications in technical areas relevant to my field.
  • Participating in hackathons or coding competitions to demonstrate problem-solving abilities and technical proficiency.
  • Attending industry conferences or workshops to stay updated on the latest technologies and trends.

Languages

Hindi
First Language
English
Proficient
C2

Timeline

Department Manager

Reliance Retail
01.2018 - 12.2020

Store Manager

Red Chief
07.2016 - 01.2018

Team Leader

J D S Apparels Pvt. Ltd.
01.2013 - 07.2016

Senior Customer Care Executive

Aircel
07.2009 - 12.2012

MBA - Marketing Management and Research

Uttar Pradesh Technical University

Bachelor of Science - Physics, Mathematics

R B S College

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Abhishek Singh