Karthik HC

I have completed full journey of Retail in Decathlon starting from Sales manager, Department Manager, Store operations manager, CRM Manager to Store Manager

• Sales Manager: Helping customer needs by providing right product, Manage Sport layouts end to end, Plan and execute to achieve sport economic ambitions, Sport Events, Catchment commercial policy, Business forecasting.
• Department Manager: Recruit & train talents, Responsible customers & economic performance of the departments, Coaching and development, Customer Acquisition & Retention, Sport Events, Catchment commercial policy, Business forecasting, Achieve business efficiency and team productivity.
• CRM Manager: Responsible for customer satisfactions, manage salesforce application, QCO & SCO billing management, E-bill, Customer escalations, Mystery audits, BARI surveys to improve customer experience and product choices, Market study, Control NSAT.
• Store Operations Manager: Responsible for the safety and security of my customers and teammates , Maintain brand identity, Vendor management, Manage Stock & Cash flows & Responsible for the P&L cost management
• Store Leader: Recruiting right talents and empowerment them trainings & coaching, Effectively manage p&l & economics forecast to ensure GOI & ROCE, build internal store mass plan, catchment study and analysis, build business trajectory for next 5 years rolling, Marketing for customers acquisition and retention campaigns, Increase customer repeat ration and satisfaction with world class customer experience
• Retail Lab Leader: Proximity retail lab for DSI (Decathlon Sports India) focusing on OMNI user experience with innovative solutions & scale the solution for 100 stores in India
• Scan & Go = First store to test the RFID gates & enhanced customer checkout experience by eliminating long ques and wait time
• Self Assisted Checkout (SCO) = Implemented the self billing checkout systems to increase the human efficiency
• Bangalore/Karnataka marketing and communication Referent for 2 years
• Innovation lab, Explore team, New ways selling project.
• Decathlon exchange trainer

Process: British Telecoms

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Responded to customer requests for products, services, and company information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Process: Citibank North America

• Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
• Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.