Sunil Kumar Roka

• Developed and maintained SOPs (Standard Operating Procedures) for line operations.
• Inventory Management: Streamlined inventory processes, reducing stockouts by 25% and improving turnover rates.
• Supply Chain Coordination: Collaborated with suppliers and logistics partners to reduce costs while maintaining product quality.
• Customer Service: Enhanced customer support operations, leading to a 30% increase in customer satisfaction ratings.
• Data Analysis: Conducted regular sales and market analysis, providing actionable insights that increased sales by 10%.

• MIS Reporting and Analysis: Developed comprehensive MIS reports to monitor customer service performance across 300+ branches in India, identifying areas for improvement and driving operational efficiency.
• Database Management: Maintained an organized database of customer information, including contact details, preferences, and purchase histories, ensuring accurate and efficient data handling.
• Stakeholder Reporting: Provided detailed performance reports and actionable insights to senior management for strategic decision-making.
• Branch Audits: Conducted visits to 300+ branches across India for audits and operational assessments, ensuring compliance and process optimization.

Started a Nepali-focused retail business in Delhi NCR, offering traditional clothing, jewelry, and cultural items. Transitioned to a home-based model post-COVID-19 and currently manage sourcing, customer engagement, and order fulfillment on weekends.

Prepared for various competitive government exams such as UPSC, CDS, and SSC CGL, gaining knowledge in diverse subjects.

• Customer Satisfaction Analysis: Led the analysis and reporting of customer satisfaction metrics across 20+ stores in the North Zone.
• Issue Identification: Identified key reasons for low satisfaction scores, with a focus on improving underperforming stores by up to 30%.
• Strategic Planning: Designed actionable plans that resulted in a 20% overall improvement in customer satisfaction within 6 months.
• System Improvement: Innovated systems based on feedback from 10,000+ customer responses, enhancing the customer experience and streamlining reporting processes.