Harmala Uberai
Business Leader
Austin
Summary
Dynamic and progressive business leader with robust experience fostering organizational growth through exceptional strategic thinking, customer relationship management, and customer service skills. Adept at integrating comprehensive business development strategies to optimize performance and maximize customer retention in a highly competitive industry segment. A proven leader, leveraging advanced training and development programs to empower associates to reach their true potential, cultivating a culture of engagement and productivity while surpassing company and customer expectations.
Overview
20
20
years of professional experience
6
6
years of post-secondary education
Work History
General Manager
Signet Jewelers
6 2023 - 07.2024
- Lead store operations, exceeding sales, profitability, and customer satisfaction goals while enhancing brand representation, inventory control, and team growth
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Fostering collaboration with Signet SMs, championing a People First environment promoting diversity and inclusion, and empowering team members for exceptional customer experiences and sales success
- Key Accomplishments: Successfully turned around a struggling unit in August 2023 (performing at 24% of Sales plan), achieving profitability within 6 months and surpassing the sales plan at 120% while meeting all KPIs
- Implemented a comprehensive training program that resulted in a highly effective team and trained new managers for other stores
- Overhauled the Recruiting and Training programs, leading to stronger teams and improved performance
- Boosted customer satisfaction to 100% NPS and significantly enhanced the Google score from 2.4 stars to 4.6 stars
- Led day-to-day operations of the store, exceeding sales, profitability, and customer satisfaction goals.
Manager, Sales & Customer Service
Macy's Inc.
11.2022 - 05.2023
- Drove and exceeded Sales Goals by leading Macy’s initiatives through coaching and training, ensuring productivity and plan achievement
- Optimized customer engagement and built client relationships strategies to ensure a consistently high level of customer satisfaction
- Supported Omni operations and workload execution at every level of store management
- Conducted ongoing talent analysis to ensure retention of key players
- Key Accomplishments: Led the departments through a successful Holiday season by optimizing the recruiting, hiring, and training process to place talent effectively
- Seamlessly supervised all aspects of selling support, including workload execution, and supporting the operational and merchandising process
- Single-handedly focused on Customer engagement and client services which resulted in a significantly higher Net Promoter score on Medallia
- Focused on the company’s credit offerings and conducted regular Training sessions which resulted in improved performance.
General Manager
Signet Jewelers
07.2014 - 07.2022
- Directed comprehensive store operations
- Integrated strategic planning to achieve ambitious goals while exceeding management expectations in the areas of staff performance, new customer growth, and retention
- Initiated focused career development, coaching, and training programs to improve employee morale and motivate associates
- Created outstanding customer experience
- Oversaw P&L management, aligning fiscal operations with company revenue targets
- Key Accomplishments: Spearheaded turnaround of a failing store, growing revenue from $1.2M to $2.2M and achieving profitability
- Capitalized on an employee-centric culture to substantially increase retention in a store with a history of high turnover
- Leveraged relationship management techniques to reduce customer complaints by 65% while improving client satisfaction and retention.
Chief Operating Officer, District Manager, & Senior Buyer
World Caravan, DBA: Classic Concepts, Inc.
04.2003 - 07.2014
- Excelled as Chief Operating Officer (COO), efficiently coordinating key aspects of store management
- Facilitated Human Resources, Strategic Operations, Sales, Account Management, and Business Development across the Retail Division
- Streamlined critical HR functions, leading Recruiting, Training and Career Development, Performance Evaluation, and Improvement
- Oversaw budget management and analyzed market trends to shape sales and marketing campaigns and maximize profits
- Documented success as District Manager and Senior Buyer, consistently growing sales revenue of a phenomenally successful district
- Leveraged strategic training and development programs to build foundational skills and advanced techniques of a high performing management team
- Coordinated selection, negotiation, and relationship management of all vendors
- Key Accomplishments: Capitalized on advanced sales strategies to exceed revenue goal by 35%
- Orchestrated turnaround of struggling stores, increasing revenue while building a significantly higher customer base
- Conducted research to identify and secure optimal locations, launching and developing new stores.
Education
Bachelor of Arts -
St. Bede's College
Shimla, India 07.1985 - 04.1989
Advanced Diploma - German
Goethe Institute
New Delhi, India 09.1989 - 08.1991
Skills
P&L accountability
Team Leadership & Recruiting
Training & Development
Operations Management
Strategic Planning & Execution
Customer Relationship Management
Business Development
e-commerce B2C
Customer Retention
Communication & Collaboration
Technologyskills
- Microsoft Office Suite
- Microbiz
- Retailogic
- Logiciel
- XStore
Languages
English
Hindi
Punjabi
German
Timeline
Manager, Sales & Customer Service
Macy's Inc.
11.2022 - 05.2023
General Manager
Signet Jewelers
07.2014 - 07.2022
Chief Operating Officer, District Manager, & Senior Buyer
World Caravan, DBA: Classic Concepts, Inc.
04.2003 - 07.2014
Advanced Diploma - German
Goethe Institute
09.1989 - 08.1991
Bachelor of Arts -
St. Bede's College
07.1985 - 04.1989
General Manager
Signet Jewelers
6 2023 - 07.2024
Similar Profiles
Alejandro RodriguezAlejandro Rodriguez
ASSISTANT STORE MANAGER at Kay Jewelers/Signet JewelersASSISTANT STORE MANAGER at Kay Jewelers/Signet Jewelers
Stephanie SmithnoskyStephanie Smithnosky
Diamond Fashion Detail Assistant at Signet JewelersDiamond Fashion Detail Assistant at Signet Jewelers
Tanaya WatkinsTanaya Watkins
Lead Processor QC DC at Signet JewelersLead Processor QC DC at Signet Jewelers