Subhranshu Rout

• As a Customer Relationship Manager at Reliance Digital, I was responsible for developing and maintaining strong relationships with our customers. I consistently exceeded sales targets and ensured high levels of customer satisfaction through effective communication and problem-solving skills.

1. CRM (Customer Relationship Management) & Customer Issue Handling

Primary Objective: Manage and enhance customer relationships to drive loyalty and satisfaction.

Key Role:

• Manage customer database and ensure data accuracy.
• Handle customer queries, feedback, and complaints effectively.
• Analyze customer behavior and suggest improvements to service.
• Coordinate with sales and service teams to resolve customer issues.
• Generate CRM reports and maintain customer satisfaction metrics (e.g., NPS, CSAT).
• Personalize customer interactions using CRM tools (e.g., Salesforce , SAP CRM).
• Receive and log complaints via CRM or support channels.
• Provide quick resolutions or escalate when necessary.
• Follow up with customers post-resolution.
• Communicate updates to customers clearly and promptly

2. Store HR Job Role

Primary Objective: Manage HR functions at the store level, ensuring smooth operations and employee satisfaction.

Key Responsibilities:

• Recruitment and onboarding of store staff.
• Attendance and payroll management.
• Conduct training and development programs.
• Monitor and manage manpower planning and scheduling.

3. Sales Job Role

Primary Objective: Drive revenue through effective selling strategies.

Key Role:

• Meet or exceed sales targets.
• Understand customer needs and recommend suitable products/services.
• Maintain product knowledge and market trends.
• Track and report sales metrics and performance.
• Work with marketing to support promotional campaigns.

4. Manpower Management

Primary Objective: Ensure optimal staffing and productivity.

Key Role:

• Forecast manpower requirements.
• Prepare duty rosters and shift plans.
• Monitor staff performance and productivity.
• Coordinate inter-departmental manpower movement if needed.

As a Senior Customer Service Executive at Croma, Infiniti Retail Limited (A TATA Enterprises),To provide excellent customer support by resolving queries, handling complaints, and ensuring a high level of customer satisfaction across all touchpoints.

Key Responsibilities:

• Answer customer queries via phone, email, chat, or in person.
• Provide information about products, services, and policies.
• Maintain a polite, empathetic, and professional attitude at all times.
• Log and track complaints using CRM software.
• Provide timely and effective resolutions to customer problems.
• Escalate unresolved issues to the appropriate departments.
• Follow up to ensure complete customer satisfaction.
• Identify opportunities for upselling or cross-selling where appropriate.
• Build long-term customer relationships through proactive service.
• Maintain accurate records of customer interactions and transactions.
• Prepare reports on feedback, complaints, and issue resolution rates.
• Coordinate with internal teams (sales, logistics, technical support) to meet customer needs.
• Share customer insights and trends with relevant departments.
• Monitor and strive to improve customer satisfaction scores.
• Take part in quality assurance processes to meet service standards.

Key Skills Required:

• Excellent communication (verbal & written)
• Problem-solving and decision-making
• Patience and empathy
• Basic computer and CRM tool proficiency
• Ability to handle pressure and multitask

• As a Customer Service Executive at LifeStyle (Landmark Group) in India from January 2020 to September 2020, I was responsible for providing exceptional customer service to clients and ensuring their satisfaction with the company's products and services
• I handled a high volume of customer inquiries and resolved issues promptly, while maintaining a positive and professional attitude.

• As a Purchase & Store Manager at Flax Healthy Living, I was responsible for overseeing the purchasing and inventory management processes for the company
• I worked closely with suppliers to negotiate contracts and ensure timely delivery of goods, while also maintaining accurate records of inventory levels and making strategic purchasing decisions to optimize cost and quality.

• As the Executive Purchase & Store at Craftbr, a division of Cumin Hospitality pvt.Ltd., I was responsible for overseeing the purchasing and inventory management process for the company
• With a keen eye for detail and strong negotiation skills, I was able to secure cost-effective deals and maintain optimal levels of inventory at all times.

• As a Purchase Assistant at DeGustibus Hospitality Pvt.Ltd Mumbai, I was responsible for assisting in the procurement of goods and services for the company
• This role required me to work closely with vendors, negotiate prices, and ensure timely delivery of products.

• As a Purchase Assistant at Speciality Restaurants Limited in India from April 2013 to April 2015, I played a crucial role in the company's procurement process
• I was responsible for sourcing and purchasing high-quality ingredients and materials for our restaurants, ensuring timely delivery and competitive pricing.