Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Timeline
Generic
Akshay Banjan

Akshay Banjan

Mangalore

Summary

Highly driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in highly competitive environment.

Overview

22
22
years of professional experience

Work History

General Manager

Meralda Jewels
Mangalore
09.2023 - Current
  • Responsible for building and maintaining a high performing team in the Retail business through acquisition and development of talent at all levels
  • Responsible for delivering customer service excellence through leadership of the Retail Team and building linkages with the Operations team and other divisions
  • Responsible for the development, maintenance and implementation of the SSA regional strategic plan for Retail
  • Deploy retail projects to the highest standards and in line with sales projections to ensure accurate forecasting.
  • Established and maintained effective communication with staff members to ensure efficient operations.
  • Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
  • Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
  • Resolved customer complaints quickly while maintaining high quality standards of service delivery.
  • Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
  • Maintained relationships with vendors to obtain the best pricing on supplies and materials.
  • Assisted in the recruitment process by interviewing potential candidates for open positions.
  • Conducted market research to identify trends, opportunities, and threats in the industry.
  • Created a positive work environment by developing team building activities that encouraged collaboration among departments.
  • Coordinated training activities for employees to ensure compliance with company policies and procedures.
  • Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
  • Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
  • Conducted regular meetings with senior management team to review progress against established objectives.
  • Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.

Store Manager

Tanishq (Titan Company Limited, Tata Group)
Mangalore
11.2013 - 03.2023
  • Prepared monthly reports on sales figures, expenses, profits.
  • Resolved customer complaints in a timely manner.
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Identified opportunities for cost savings through waste reduction initiatives.
  • Monitored inventory levels and placed orders to restock shelves.
  • Developed strategies to maximize sales and profitability.
  • Maintained accurate records of employee performance reviews.
  • Performed regular price checks to ensure competitive pricing.
  • Organized promotional events to increase product awareness.
  • Implemented efficient systems for tracking stock movement.
  • Established customer service standards and monitored staff compliance.
  • Manage and support recruitment.
  • Awarded with Excellence in Store Management Workshop Certification Level 1 in 2015, and Level 2 in 2016 and recognized by Regional Business Head Titan Company Ltd.
  • Attended several training programmes from Titan Company Limited at regular intervals and successfully delivered the training to store team members.
  • Review on a daily basis C-Sat scores, Google ratings, Net Promoter scores, Retail metrics including daily metrics, walkins vs conversion, ticket size, scheme enrolment ratio, dormancy winback, pending complaints to be resolved etc.
  • Recruited, trained and supervised new employees.
  • Planned special promotions or discounts based on market trends.
  • Assessed operational efficiency of the store's departments.
  • Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.

Senior Process Associate

Envoy Mortgage, MNC (Home Mortgage)
Mangalore
01.2013 - 11.2013
  • Implemented quality assurance measures to ensure accuracy of information collected from customers.
  • Collaborated with team members on projects related to process optimization initiatives.
  • Analyzed customer feedback survey data to identify areas for improvement.
  • Monitored team performance and provided coaching when needed.
  • Performed root cause analysis on identified issues impacting customer experience or process performance.
  • Identified needs of customers promptly and efficiently.
  • Analyzed key performance indicators to identify effective strategies.

Senior Technical Support Specialist

Stream Global Service
Mumbai
07.2008 - 12.2011
  • Analyzed system logs to detect potential problems before they occurred.
  • Ensured that all relevant security patches were applied promptly across all workstations.
  • Assisted junior staff members with resolving technical issues they were unable to solve themselves.
  • Resolved complex technical issues with customers, including hardware and software problems.
  • Performed troubleshooting of network connections, printers, server access, and other IT related issues.
  • Monitored computer systems performance and took corrective action as necessary.
  • Identified areas of improvement in existing processes and worked with colleagues to develop solutions to increase efficiency.

Senior Customer Service Agent

Firstsource Solutions Ltd.
Mumbai
06.2007 - 07.2008
  • Managed daily operations of the Customer Service department including scheduling and assigning tasks.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Assisted in training new Customer Service Agents on proper procedures and protocols.
  • Monitored performance metrics related to customer service quality assurance standards.
  • Analyzed trends in consumer behavior data to develop insights into how customers interact with the company's products or services.
  • Tracked key performance indicators associated with customer experience initiatives.

Creator-Discovery Agent

AirCheck India Pvt. Ltd.
Mumbai
10.2005 - 05.2007
  • Pivotal in monitoring effective performance of Radio & Television Stations as Shift Station Investigator so as to send end of shift reports to the Supervisors, General Manager and Operations Team in the United States
  • Instrumental in creating titles and verifying commercials aired on top-rated radio stations in the USA
  • Collated audit data for radio stations and verified call letters of radio stations along with location & genre of music played on the radio stations
  • Awarded with Employee of the Month Award in May'06.
  • Reviewed all content before publishing to ensure accuracy and consistency with brand guidelines.

Sales & Hardware Engineer

GS Computers
Mumbai
04.2002 - 09.2005
  • .
  • Coordinated with suppliers for timely delivery of required components during development cycles.
  • Analyzed system performance issues to identify root cause and develop corrective actions.
  • Reviewed customer feedback to identify areas where improvements could be made in existing hardware designs.
  • Maintained inventory of spare parts for repairs as well as preventive maintenance programs.
  • Identified, evaluated and recommended cost-effective hardware solutions to meet customer requirements.

Education

Autonomous Diploma in Mech Engg -

Bhagubhai Mafatlal Polytechnic
01.2001

Class XII (Science) -

Sathaye College
Mumbai
01.1997

Diploma in Retail Management -

Udemy University

Certification course in Digital Marketing+Chat GPT -

Certificate course from National Security Database, Gov of India for Cybersecurity - CCIO and ICBIS -

Skills

  • Service Quality Improvement
  • Customer Relationship Management
  • Customer Retention
  • Sales
  • Staff Supervision
  • P&L Management
  • Supply Chain Management
  • Advertising and marketing
  • Operations Oversight
  • Staffing
  • Branding
  • Business Development
  • Leadership and team building
  • Staff Training
  • Employee Development
  • Administrative Skills

Personal Information

Date of Birth: 04/17/79

Languages

English
First Language
Hindi
Advanced (C1)
C1
Tulu
Advanced (C1)
C1
Kannada
Intermediate (B1)
B1
Gujarati
Intermediate (B1)
B1
Marathi
Intermediate (B1)
B1
Malayalam
Beginner
A1
Beary
Beginner
A1

Timeline

General Manager

Meralda Jewels
09.2023 - Current

Store Manager

Tanishq (Titan Company Limited, Tata Group)
11.2013 - 03.2023

Senior Process Associate

Envoy Mortgage, MNC (Home Mortgage)
01.2013 - 11.2013

Senior Technical Support Specialist

Stream Global Service
07.2008 - 12.2011

Senior Customer Service Agent

Firstsource Solutions Ltd.
06.2007 - 07.2008

Creator-Discovery Agent

AirCheck India Pvt. Ltd.
10.2005 - 05.2007

Sales & Hardware Engineer

GS Computers
04.2002 - 09.2005

Autonomous Diploma in Mech Engg -

Bhagubhai Mafatlal Polytechnic

Class XII (Science) -

Sathaye College

Diploma in Retail Management -

Udemy University

Certification course in Digital Marketing+Chat GPT -

Certificate course from National Security Database, Gov of India for Cybersecurity - CCIO and ICBIS -

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Akshay Banjan