Saravanan M
Retail Cluster Manager
Coimbatore,Tamil Nadu
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
6
6
Certifications
Work History
Senior Cluster Manager
Consolidated Private Limited
02.2020 - Current
- Implemented trending initiatives to help drive sales across cluster
- Trained facility managers on company policy and procedure for similar performance throughout cluster
- Analyzed sales data to manage cluster performance and make informed financial decisions
- Managed cluster expenditure by adhering to set budget
- Assisted in organizing and overseeing assignments to drive operational excellence
- Defined clear targets and objectives and communicated to other team members
- Supervised site investigations, reported issues and escalated those that required further assistance
- Developed detailed plans based on broad guidance and direction
- Encouraged departmental employees to present positive, exemplary image to customers
- Fostered an inclusive, diverse, and supportive work environment by creating opportunities for open dialogue and encouraging employee engagement in cluster-wide initiatives.
- Implemented innovative marketing campaigns that drove increased brand awareness and customer acquisition within the cluster.
- Recruited top talent to strengthen the existing workforce, ensuring qualified professionals were placed in crucial roles throughout the organization.
- Conducted regular performance evaluations for all employees to recognize achievements, address challenges, and facilitate professional growth.
- Researched key competition, retail sector trends and current trading opportunities for new initiative ideas.
- Managed cluster expenditure by adhering to set budget.
- Launched quality assurance practices for each phase of development
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Set aggressive targets for employees to drive company success and strengthen motivation
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Utilized exemplary negotiation skills to obtain manufacturing service agreements and assure quality standards
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
- Established team priorities, maintained schedules and monitored performance
- Researched key competition, retail sector trends and current trading opportunities for new initiative ideas
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs
- Provided weekly income and quarterly cluster reports to company headquarters
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
- 5 star rating Google Customer reviews earned 11000 + in short span of time and reached highest customer rated service centers in my cluster.
- Developed efficient operational processes to optimize resources and improve overall cluster performance.
- Established strong relationships with key stakeholders through regular meetings, reports, and presentations on cluster progress.
Service Manager
Consolidated Premium Retailers
02.2015 - 07.2020
- Managed GSX Admin role and assigned ship to access to technician/Ordering Tools/Intend the part in GSX
- Have complete knowledge in Apple GSX & Servify CRM
- Set up and Managed Central Tower Team in Head Quarters to monitor the location Team Performance on ACSE/PSS/CSAT/KBB tracking/GSX repair approval & CSAT
- Managed Apple & CPR Consignment/Loaner Stock Inventory Management
- SUR Inventory Management
- KGB & KBB monitoring and clear the backlogs
- CSS escalation handling and co-ordinate with resolution Team for further exception
- Managing AASP Health & Compliance
- Managed GSX admin Role & assigned ship to locations to Technicians
- KBB Tracker have created to maintain the smooth operations on defectives
- Consignment Inventory Maintenance
- PSP recognition achieved consecutively 2012 & 2013
- Trained new team members by relaying information on company procedures
- Coached team members in techniques necessary to complete job tasks
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues
- Trained customers to use and maintain equipment to reduce service issues
- Worked for Wipro Infotech (Solution Expert Apple) as FE on Apple Platform and handled Enterprises Customers - IIM Bangalore & Calicut, and Target, Magnus India PVT LTD, Wipro Technologies, Reva Cars.
Team Lead
Indsys infotech
10.2011 - 01.2015
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training to Technicians
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Atlas courses completed and achieved world rank of 118
- Managed GSX Admin role and assigned ship to access to technician/Ordering Tools/Intend the part in GSX
- Have complete knowledge in Apple GSX & Servify CRM
- Set up and Managed Central Tower Team in Head Quarters to monitor the location Team Performance on ACSE/PSS/CSAT/KBB tracking/GSX repair approval & CSAT
- Managed Apple & CPR Consignment/Loaner Stock Inventory Management
- SUR Inventory Management
- KGB & KBB monitoring and clear the backlogs
- CSS escalation handling and co-ordinate with resolution Team for further exception
- Managing AASP Health & Compliance
- Managed GSX admin Role & assigned ship to locations to Technicians
- KBB Tracker have created to maintain the smooth operations on defectives
- Consignment Inventory Maintenance
- Trained new team members by relaying information on company procedures
- Coached team members in techniques necessary to complete job tasks.
Customer Support Engineer
Care IT Solutions PVT. LTD
03.2008 - 11.2011
- As System Admin (RE) for Wipro Infotech & Wipro Technologies (ODC) (Projects:- Apple, Mcgraw Hill)
- Maintained Linux/Unix Servers
Education
BSC Computer Science -
CMS Collage of Arts & Science
Skills
Business Strategy and Planning
P & L Management
New Service Center location analysis
Competition Analysis
Business Analysis and Intelligence
Retail Store Operations & Management
Team Management & Leadership
Sales & Marketing Management
Customer Service Management
Stock Audit & Management
New Location Set-ups & Initiatives
Vendor Management
GSX & CRM hands on knowledge
Certification
Apple Certified Mac Technician(ACMT)
Core Competency
Cluster Manager with strong team-building and data analysis skills. Creative problem solver emphasises teamwork and steady improvement. Over great amount of experience working with Apple Service Operations and Business, Multi-tasking Manager well-known for creating positive workplace culture and highperforming teams. Proficient customer service delivering encouragement and feedback to help employees be successful.
Timeline
Senior Cluster Manager
Consolidated Private Limited
02.2020 - Current
Service Manager
Consolidated Premium Retailers
02.2015 - 07.2020
Team Lead
Indsys infotech
10.2011 - 01.2015
Customer Support Engineer
Care IT Solutions PVT. LTD
03.2008 - 11.2011
BSC Computer Science -
CMS Collage of Arts & Science