Suman Pradhan
Hooghly
Summary
To pursue a challenging role in the retail industry where I can leverage my leadership abilities, operational expertise, and KPI management skills to contribute to organizational growth while continuously enhancing my professional capabilities.
Dynamic retail professional with 10+ years of experience in store operations, KPI management, and team leadership within leading retail brands. Proven track record in driving sales growth, enhancing customer satisfaction, and improving operational efficiency. Skilled in people management, performance coaching, and executing retail strategies that deliver measurable business results.
Overview
12
12
years of professional experience
Work History
Store Coach (Floor Handling Sales Operations)
Marks & Spencer
2019.06 - Current
- Lead store operations with focus on profitability, compliance, and customer engagement.
- Drive KPI performance including sales targets, conversion rate, ATV, and UPT.
- Supervise, train, and motivate team members to achieve operational excellence.
- Ensure adherence to staff Learning and Development.
- Manage inventory planning, shrinkage control, and cost optimization.
Customer Service Associate (CSA)
Marks & Spencer
2019.06 - 2023.04
- Delivered excellent customer service through strong product knowledge and after-sales support.
- Supported business growth through upselling, cross-selling, and relationship building.
- Maintained high customer satisfaction and service standards.
Fashion Consultant
Arvind Lifestyle Pvt Ltd (GAP India)
2015.08 - 2018.12
- Provided customer-centric service by understanding customer needs and offering tailored solutions.
- Achieved consistent sales targets through consultative selling and relationship management.
Customer Service
Hang Out Gaming Zone
2014.04 - 2015.01
- Delivered exceptional customer service to enhance client satisfaction and loyalty.
Education
MA (Hons.) - History
Rabindra Bharati Open University
2015-01
BA (Hons.) - History
Vidyasagar University
2013-01
Higher Secondary -
W.B.C.H.S.E
2010-01
Madhyamik -
W.B.B.S.E
2008-01
Skills
- Retail Operations & Store Management
- KPI Monitoring & Team Leadership
- Training & Performance Coaching
- Inventory Planning & Shrinkage Control
- Customer Service & Relationship Management
- training delivery
Accomplishments
- Employee of the Month (10 times) at Marks & Spencer.
- Successfully cleared Store Coach IJP within 3 years of joining M&S.
- Two Times Best Store Coach Award in North and East Region (2023-2025).
Languages
- English
- Hindi
- Bengali
Personal Information
- Date of Birth: 10/10/92
- Gender: Male
- Marital Status: Married
Timeline
Store Coach (Floor Handling Sales Operations)
Marks & Spencer
2019.06 - Current
Customer Service Associate (CSA)
Marks & Spencer
2019.06 - 2023.04
Fashion Consultant
Arvind Lifestyle Pvt Ltd (GAP India)
2015.08 - 2018.12
Customer Service
Hang Out Gaming Zone
2014.04 - 2015.01
MA (Hons.) - History
Rabindra Bharati Open University
BA (Hons.) - History
Vidyasagar University
Higher Secondary -
W.B.C.H.S.E
Madhyamik -
W.B.B.S.E