SONA KUMARI
RANCHI
Summary
Self -driven Store Manager with 10 years of retail experience in leading teams, driving sales, and optimizing store operations. Proven expertise in inventory control, KPI management, staff training, customer service, and merchandising. Strong track record of improving store performance, enhancing customer satisfaction, and maintaining operational excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Store Manager - Operations & Sales
ADITYA BIRLA FASHION & RETAIL LIMITED (PANTALOONS)
06.2022 - Current
- Ensuring the Team abiding by the Safety Guidelines instructed by the Government post Lockdown
- Customer Call Up To Add On Endless Aisle Support in Quarantine Period
- Planning and Executing the Roadmap for WHATSAPP BUSINESS Launch
- Discussing various Case Studies related to come back in the NEW NORMAL
- Training the team to deliver the Moment Of Truth by Proactive Approach towards Customers
- Focusing on Mentor & Monitor Approach to improvise the Harmony of Team
- Focused on Engaging Customers for Membership Programme of Pantaloons
- Handling a Department and ensuring the Achievements on Sales WOW & YOY basis
- Focus on bringing growth to the particular Divisions of Apparel by Up Selling
- Focused On Best Kaizen Approaches for Self Help Shopping Experience of Customers post Lockdown
- Ensuring of Accurate Offer Application to the Products as per the Offer Team
- Maintaining the time period for completing the Outward Activity for generation of Space of Requirement of Fresh Apparel to improve the Look & Feel of The Department
- Proper Tracking of the KPIs focusing on to post Growth and Download the same to the Team
- Focusing to make the present staffs more Efficient with a fine tuning along with the data.
Senior Executive - Operations & Sales
ADITYA BIRLA FASHION & RETAIL LIMITED (PANTALOONS)
07.2016 - 07.2019
- Handling the Business Analysis Unit to improve the Sales & KPI for the Store
- Understanding the Customer Base and planning of activities as per same to increase the Footfall & Conversion
- Analyzing of Division Based Reports and Planning for Actions to Increase Sales
- Handling Promotional Activities in Pujo 2019 for the Store by Coordinating with various Vendors, by focusing on to increase of Sales and Footfall of Customers
- Sales Achievement Of The Department by focusing on 100% Customer Service
- Keeping A Proper Parity of Sales Thru to liquidate the Stocks in order to avoid stagnant of Investment
- Handling a Team Size of 30 &15 Brands
- Immediate Call Log of Minute Discrepancies & Follow up with IT & Team
- Handling of Trialed / Exchanged / Returned products as per the policy applicable
- Maintaining the High Quality Customer Service by focusing on Customer Delight to up bring the WOM
- Focusing to keep up the look and feel of the Store and increase the Repeat Purchase of the Customers
- Focus on curbing the Attrition Rate of the Department by continuous Employee Engagement, On Floor Training & Employee Recognition
- Kaizen implementation for Cost Cutting & Smooth Transition of Workflow.
Management Trainee - Customer Service Manager
ADITYA BIRLA FASHION & RETAIL LIMITED (PANTALOONS)
07.2015 - 07.2016
- Focusing and Achieving the Targets of Increasing the Loyalty Customer base program(PAYBACK)
- Refining the Customers Details focusing on Data Cleaning and Data Hygiene
- Using various Software’s to provide enhanced customer service and query resolutions
- Setting up a new transition of PAYBACK to GREENCARD loyalty program
- Successful Launching if PAID MEMBERSHIP “INSIGNIA” in the store and carry forward smoothly
- Driving the GV sales through various Corporate Clients and Customer Walk-ins
- Generating a business 1Lakh in @ months through SOH
- Dealing with the Vendors for Outdoor marketing works like Hoardings execution, insertions
- Leading the ATL & BTL activities in the store for more customer Engagements on Weekends and Special days
- Leading Activities like Apartments brandings, Holiday IN style Campaigns (TOP in all the Zones)
- Understanding and Experimenting the Catchment Study
- Leading from Front in East Zone reports Compilation while focusing on Reports Hygiene and Meeting the Deadlines ensuring Minimal Follow-ups.
Education
MBA - undefined
BIT, MESRA
RANCHIBBA - undefined
BIRLA INSTITUTE OF TECHNOLOGY
RANCHICBSE BOARD (10+2) - undefined
KAIRALI SCHOOL
RANCHIICSE BOARD (10TH) - undefined
SACRED HEART CONVENT SCHOOL
RANCHISkills
Core management & Leadership
Team Leadership
Staff training & Development
Performance management
Conflict resolution
Sales & Business Operations
Sales Target Achievement
KPI tracking & reporting
P&L management
Budgeting & cost control
Customer experience
Customer service excellence
Customer retention strategies
Complaint resolution
Store operations
Inventory management
Stock control & Replenishment
Merchandising & Planogram Execution
Store compliance & Audit Readiness
Technical & Analytical Skills
POS systems
Data Analysis & Forecasting
MS Suite
Power BI
AI tools
Soft Skills
Communication Skills
Problem-solving
Time management
Multitasking
Accomplishments
Increased store sales by 15–30% through effective team coaching and strategic merchandising.
Improved KPI performance (conversion,Ticket size & Basket size ) by implementing targeted sales training.
Reduced inventory shrinkage by enhancing stock control and audit compliance procedures.
Achieved 95%+ customer satisfaction scores through improved service standards and complaint resolution.
Trained and developed staff, resulting in multiple internal promotions and reduced turnover.
Successfully managed store operations for high-traffic environments while maintaining operational excellence.
Improved visual merchandising compliance to 98% by executing planograms and brand standards accurately.
Reduced operational costs by optimizing scheduling, improving workflow, and controlling expenses.
Maintained 100% audit compliance across safety, cash handling, and operational processes.
Exceeded monthly sales targets consistently through effective planning and daily performance management.
Career Objectives
My immediate Career Objective is to prove my ability and approach towards developing the business standards, Five Years down the line, I would like to see myself having consolidated as a Senior Manager in the Organization.
Profile Summary
Associated with Pantaloons as an Assistant Store Manager for Operations & Sales., Worked with Aditya Birla Fashion & Retail Ltd.(Pantaloons) as a Senior Executive for 3yrs 3months., Completed MBA – BIT, MESRA, RANCHI., Smooth Transition of Operations for Better Performance, Achievement of Sales Objectives & Delivering Best Quality Customer Service, Managing Stressful and Unusual Situations while maintaining Good Customer Relation, Managing Team Motivation in Diverse Conditions while Performing the On Time & Hassle Free Service 24/7
Personal Information
- Date of Birth: 11/05/91
- Gender: Female
- Nationality: Indian
- Marital Status: Married
- Title: Store Manager
Extracurricular Activities
Taking Interest & Partcipating in Employee Engangements , Fun activities, Mental Healer, Motivator!
Team bonding Engangements, People Driving,Financial Advisors for My people!
Engagement with various CSR Activities and focusing on to Give Back To The Society. Planning the events flow with the team for a smooth flow & acted as the Coordinator. Participated in 56TH Annual Conference of ISLE @BIT, MESRA Participated in a Project on “INDIVIDUAL DIFFERENCES & NEGOTIATION EFFECTIVENESS” CONDUCTED BY olin business school AT WASHINGTON UNIVERSITY.
Disclaimer
I declare all the information given above is true to the best of my knowledge & belief.
Certifications
03-2024
Certification
Making the most of Making mistakes
Developing a Mindset of Growth & Learning
Strategies for building a Cohesive Team
Communicating with Confidence
Keeping your skill set in digital economy
Agile principles & Methodology
Controlling conflict,street & Time in CS
Personal skills for Effective Business analysis
Business analysis analytical Techniques
Operations management Functions and Strategies
Developing Emotional Intelligence
Languages
English
Beginner (A1)
Interests
Taking Training (Product knowledge,sales,leadership&management,Technical& system ,soft skills training)
Retail Trends & Consumer Behavior – Keeping up with market trends and customer preferences
Leadership & Team Development – Learning new management techniques and mentoring others
Timeline
Store Manager - Operations & Sales
ADITYA BIRLA FASHION & RETAIL LIMITED (PANTALOONS)
06.2022 - Current
Senior Executive - Operations & Sales
ADITYA BIRLA FASHION & RETAIL LIMITED (PANTALOONS)
07.2016 - 07.2019
Management Trainee - Customer Service Manager
ADITYA BIRLA FASHION & RETAIL LIMITED (PANTALOONS)
07.2015 - 07.2016
MBA - undefined
BIT, MESRA
BBA - undefined
BIRLA INSTITUTE OF TECHNOLOGY
CBSE BOARD (10+2) - undefined
KAIRALI SCHOOL
ICSE BOARD (10TH) - undefined
SACRED HEART CONVENT SCHOOL