SAP
Mary Celin J
Senior Manager
Bangalore,Karnataka
Summary
Customer Care Manager - 13 years in Customer Support & Retails Sales, I have held both customer care manager and cluster manager positions (with Expertise in Customer care Support, Store Management, Recruitment and Training sales team). I am a team player. and I have a lot of experience in the sales and customer service sectors. I'm also skilled at handling client calls and escalation calls. Additionally, I am able to interact and communicate at all levels with clients and colleagues.
Overview
13
13
years of professional experience
4
4
Languages
Work History
Planning Manager
Abita Innovations
11.2022 - 05.2023
- Working with Orthodontics (Dental physicians) to provide planning and operational help in dealing with patients' case histories, treatment assignment, vendor support, and coordination
- Reduced costs through efficient resource allocation and strategic negotiations with suppliers.
- Managed vendor relationships effectively by negotiating favorable contract terms while maintaining focus on long-term partnerships that supported organizational success.
- Verified overall customer plans to achieve sales and operations objectives.
- Facilitated strong relationships with customers, addressing concerns promptly and effectively managing expectations.
- Developed detailed plans based on broad guidance and direction.
- End to End monitoring Patient’s cases and coordination until treatment completed
- Allotment of patients' cases to different department Dental Doctors (Pan India - Respective City and Branches)
- Coordination with the Segmentation team on M3D file processing and quality control
- Transferring cases to the production team and following up until the case is completed
- Resolving/Handling tickets -Queries/Complaints from the back-end team on patients’ profiles, reports, production, suppliers, Accounts/Billing approvals
- Supervised operations staff and kept employees compliant with company policies and procedures.
Cluster Manager - Store Operation
Behtar Super Market
12.2020 - 11.2021
- Handling Multi stores
- Developed efficient operational processes to optimize resources and improve overall cluster performance.
- Increased customer satisfaction by addressing client concerns promptly and implementing appropriate solutions.
- Monitored facility managers and staff performance through quarterly review assessments.
- Oversaw inventory management efforts to ensure optimal stock levels were maintained while minimizing waste or loss within each department of the cluster operation.
- Recruited top talent to strengthen the existing workforce, ensuring qualified professionals were placed in crucial roles throughout the organization.
- Providing Targets to Store Managers
- Production Promotion Explaining about Plans and Enrollment process
- Maintaining Shrinkage, Profit and Loss of the Stores
- Preparing monthly Sales Report & Store activities reports
- Conduct Weekly & monthly review with Store Managers
- Led training initiatives that enhanced employee skills, knowledge base, and productivity levels across various functions within the organization.
- Conducted regular performance evaluations for all employees to recognize achievements, address challenges, and facilitate professional growth.
- Implemented trending initiatives to help drive sales across cluster.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Care Asst. Manager
Royaloak Incorporation Pvt Ltd
02.2017 - 07.2020
- Maintained exceptional interpersonal & communication skills
- Built & maintained healthy relationships, while interfacing confidently with people of diverse levels and backgrounds
- Assisted and advised customers regarding usage and benefits of organization’s products and/or services
- Documented and maintained reports related to discussions and feedback provided by customer and presented reports to appropriate department to enable further improvement in products/services
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Developed strong relationships with customers, leading to increased repeat business and referrals.
- Provided comprehensive product knowledge to customers, helping them make informed decisions about purchases.
- Collaborated with team members to optimize customer care operations, resulting in higher quality service.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or escalation purposes.
- Demonstrated empathy and understanding while handling difficult customer interactions, maintaining professionalism at all times.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Coordinated delivery schedules with warehouse staff to ensure timely fulfillment of customer orders without delays or errors.
- Improved backend operations by streamlining processes and implementing efficient systems.
Multi-Unit Manager - Area Manager of Operations
Bon Appetite Food & Beverages
01.2015 - 10.2015
- Managed multiple projects simultaneously, ensuring timely completion and adherence to quality standards.
- Managed financial aspects of multiple units, ensuring optimal cost control and revenue generation strategies were in place.
- Implemented effective inventory management systems to minimize waste while ensuring adequate stock levels were maintained at all times.
- Providing Targets to Unit Managers
- Production Promotion Explaining about Plans and Enrollment process
- Preparing monthly Sales Report & Store activities reports
- Conduct Weekly & monthly review with Unit Managers
- Led multi-unit teams through periods of change while maintaining high levels of productivity and morale.
Retail Store Manager
Just Books
07.2010 - 07.2011
- Handling Store Independently
- Administration Job and Cash Handling
- Providing Targets, Sub-categories and achieving it
- Production Promotion Explaining about Plans and Enrollment process
- Customer Support
- Handling Neighborhood Walk
- Sales and 'bottom-line' profits of the store
- Achieving monthly set sales targets individual
- Achieving monthly set Sales targets for the team
Retail Store Manager
Aditya Birla Retail More Super Market
10.2006 - 09.2009
- Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Reduced shrinkage levels by closely monitoring security measures, conducting staff training, and implementing loss prevention initiatives.
- Collaborated with upper management to develop strategic plans for store growth and expansion.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Coordinated staff training sessions on new products sales techniques ensuring team members well-versed equipped effectively sell merchandise meet customer needs.
- Assisted with hiring, training and mentoring new staff members.
- Supervised guests at front counter, answering questions regarding products.
- Handling Administration Work
- Shrinkage Control
- Expenses Control
- To Maintain better Fill Rate at Stores
- Budgeting of Man Power at Store based on Turn Over
- Analyzing growth or DE growth of Store turn over & No of walking to provide better result
- Inventory Control
- Customer Satisfaction and maintain companies reputation and standard
- Store Performance Audit
- On job Training for C.S.A (Basic Discipline, Product Knowledge)
- Monitoring & Educating about store operation Standard to CSA
- Recruiting Candidates & Training
- Preparing monthly Sales Report & Store activities reports
- Conduct Weekly & monthly review with Supervisors
- Awarded ACE (Achieving Customer Excellency) in customer service, Bangalore Region
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Optimized store displays and appearance via strategic merchandising.
- Completed routine store inventories.
Supervisor
Food world Super Market DFI
05.2003 - 09.2006
- Store Supervising
- Counter Sales and Billing
- Team handling and Assisting Store Manager
Education
Diploma -
office Administration
Skills
Operations and Administration
Customer Service Management
Recruitment and HR Coordinator
MIS Coordination and Generating Reports
E-commerce & Supply chain operations
Email Support
Social media complaints and query Handling
Event Management
Vendor Management
Documentation and reporting
Problem-solving aptitude
Performance evaluation
Budget management
Negotiation and conflict resolution
Hiring and training
Teamwork and collaboration
MS office Excel and Powerpoint
SAP
CRM
RETOOL
Educationcredentials
- Diploma in Office Administration
- B.Com. Bachelor of Commerce (Discontinued)
Personal Information
- Date of Birth: 08/26/83
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Software
CRM
RETOOL
MS office Excel and Powerpoint
Timeline
Planning Manager
Abita Innovations
11.2022 - 05.2023
Cluster Manager - Store Operation
Behtar Super Market
12.2020 - 11.2021
Customer Care Asst. Manager
Royaloak Incorporation Pvt Ltd
02.2017 - 07.2020
Multi-Unit Manager - Area Manager of Operations
Bon Appetite Food & Beverages
01.2015 - 10.2015
Retail Store Manager
Just Books
07.2010 - 07.2011
Retail Store Manager
Aditya Birla Retail More Super Market
10.2006 - 09.2009
Supervisor
Food world Super Market DFI
05.2003 - 09.2006
Diploma -
office Administration