Geetanjali Sharma

• Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced

• Work and resolve Customer Service-related queries through phone, chat and web tickets in accordance with Fortinet policies

• Consult user guides, technical manuals and other documents to research and implement solutions

• Provide business systems, network and Internet support to users in response to identified difficulties

• Reproduce, diagnose and resolve technical problems encountered by users

• Screen incoming Customer calls, assist with ticket creation, verify entitlement and route Customers to the appropriate team within the Customer Service & Support organization

• After product replacement, follow up with Customers in accordance with Fortinet policies to recover defective units

• Handle Premium RMA calls

• Participate in the creation and improvement of Fortinet Customer policies, procedures and guidelines relating to Customer Service

• Collect, organize and maintain a problems and solutions log for use by other technical support analysts Deliver quality in order to achieve high level of Customer Satisfaction

• Develop good and respected relationships with internal and external customers by providing accurate, courteous and efficient service & support

• Work with other staff in the department to meet the performance targets for efficiency, cost-effectiveness, productivity and quality that are above the average in the industry

• Be flexible to work with the CS Supervisor/Manager on higher priority task and weekly duty roster

• Identify and implement strategies and initiatives to achieve and exceed business goals
• Oversee and maintain the customer service standards to the highest possible level
• Demonstrate effective written and verbal communication skills
• Represent the Calvin Klein image through personal and professional appearance
• Take responsibility for productivity and profitability of the store including sales growth,
staffing and inventory results
• Responsible for all activities within the store in the absence of the General Manager /
Associate Manager
• To understand and comply with all company policy, procedures and operations
• To maintain the highest level of security and safety awareness within the store
• To recognize problems, analyze causes, generate alternatives and solutions
• Manage all controllable expenses, including the allocation of payroll
• Attends mall/centre management meetings in the absence of the General Manager /
Associate Manager
• Assist in recruiting and hiring sales associates who have strong presentation and
communication skills representative of the Calvin Klein image.

Develop all employees to be knowledgeable in areas of product, merchandising,
operations, customer service, sales and growth within the company
• Motivate and develop support staff to meet store goals / objectives
• Effectively supervise the sales floor to ensure customer / associate awareness at all
times
• Demonstrate teamwork within store and company and ensure that staff is treated
professionally, respectfully and courteously

Training, Coaching and Development:
• Partner with the Store Manager to ensure all necessary training for the
position is completed
• Actively participate in their own training by putting into practice what has
been learned
• Provide fair, ongoing, and effective training and coaching to all
employees so that they can successfully execute their jobs, by using all
available training resources to maximum benefit
• Regularly assess employee performance using available tools and
provide constructive feedback on progress and development
• Partner with the Store Manager to hold employees accountable through
a fair and consistent performance management process
• Partner with the Store Manager to counsel and effectively resolve team
performance issues through effective coaching and the use of
Performance Improvement Plans and Development Plans

• Provide training and ensure compliance with all Company policies (e.g.,
HR, Administration, Loss Prevention)
• Provide coaching to employees in accordance with the Company’s
performance management policies
• Recommend termination of employment when all training and coaching
methods have been exhausted and additional termination criteria has
been met
• Complete necessary health and safety training and partner with the Store Manager to ensure employees meet and adhere to corporate
health and safety policy requirements that contribute to a safe workplace
Hiring and Succession Planning:
• Successfully identify potential candidates for hire
• Partner with the Store Manager to conduct interviews and extend offers
of employment, providing new hire criteria is met
• Conduct pre-employment checks on potential hires (e.g., reference
checks)
• Assist in retaining the best talent by contributing to creating an
environment where fair and just management is practiced, and
employees feel valued and respected
• Recommend employees for promotion/demotion
Customer Service Excellence:
• Ensure all employees are committed to providing exceptional customer
service, with the support of current customer service tools
• Ensure all customers have a memorable and enjoyable shopping
experience at all times, by providing friendly and knowledgeable service
including product benefits and features
• Ensure the store is neat, clean, and organized (NCO) at all times,
including the stockroom/backroom and washrooms
• Respond appropriately to customer inquiries and concerns and make
decisions, whenever possible, in favour of the customer
• Project professionalism and Company image by adhering to Company
dress code policies
Time Management:
• Effectively utilize time management skills to meet Company objectives,
within set timelines
• Assign and distribute duties to employees

Sales and Wage Cost:
• Assist in ensuring store and employee personal sales objectives are met
• Assist in ensuring store wage cost objectives are met
• Provide support to ensure successful inventory management, including
the prompt completion of markdowns
Visual Merchandising:
• Partner with the Store Manager to ensure visual merchandising and
marketing directions are implemented as per visual directives, within
required timeframes
• Participate in the execution of visual launches
• Ensure effective maintenance of Company visual merchandising
standards
• Partner with the Store Manager to provide guidance to the visual team
in terms of visual execution
• Maintain a solid understanding of colours, fabrics, trends, and designs,
including an ability to maximize fashion knowledge
Loss Prevention:
• Assist in loss prevention training for all employees
• Ensure loss prevention policies and practices are adhered to, in order to
achieve shrink target
• Conduct employee bag checks before and after an employee’s shift
• Notify the Store Manager and/or the District Manager of any loss
prevention related concerns