Vishal Makwana

• Oversaw daily operations on the training and sales floor, ensuring seamless performance and productivity.
• Maintained and analyzed daily sales reports for training and performance improvement purposes.
• Responded to inbound calls efficiently, assisting clients with booking land and cruise holidays.
• Proactively followed up with prospective clients to convert inquiries into confirmed bookings.
• Delivered exceptional customer service by resolving issues promptly, including last-minute rebookings due to unforeseen circumstances.
• Built strong client relationships through outstanding communication, professionalism, and in-depth product knowledge.
• Conducted regular meetings with sales agents to review sales performance and quality metrics.
• Completed training for all major cruise lines, including:
  Cunard and Princess Cruises – Achieved Commodore Status
  Royal Caribbean Cruises, Celebrity Cruises, Norwegian Cruises – Certified Sales Expert
• Mastered internal service and sales systems to optimize team productivity and profitability.
• Maintained strong working relationships with hotel and flight suppliers to ensure the best travel solutions for clients

• Initiated and conducted regular store audits across the cluster to ensure proper store upkeep; followed up on action items to improve customer experience.
• Conducted Reforms Training sessions at regular intervals, successfully training 93% of Customer Relationship Executives (CREs) in the SG cluster.
• Led daily briefings at RMS (Reliance Mobile Store) to clarify key processes such as C-SAT, Service Request (SR) creation, and customer retention.
• Conducted refresher training sessions on soft skills at RW and the town office for RMS employees, improving service quality and client interaction.
• Maintained a minimum 95% score in external audits, ensuring high standards of operational compliance and service delivery.
• Coordinated and distributed uniforms for CREs, ensuring consistent and professional presentation across all RMS locations.
• Executed cross-selling and up-selling strategies for walk-in customers, contributing to revenue growth.
• Identified root causes of voluntary churn and reduced churn requests by offering effective alternative solutions; conducted field visits when necessary.
• Achieved 98% completion rate in the Learning Management System (LMS) and ensured knowledge was shared and applied by team members.
• Responsible for training new employees at the store, onboarding them efficiently into processes, systems, and customer service protocols

Retail Store Manager

Vodafone Store

Key Responsibilities & Achievements:

• Interacted with customers to resolve their queries promptly and effectively, ensuring maximum customer satisfaction.
• Consistently achieved 100% of sales targets for both Postpaid and Prepaid services.
• Maintained high customer retention rates and minimized churn through excellent service and follow-up.
• Reviewed daily banking reports and maintained accurate financial records.
• Achieved at least 98% in the Customer Satisfaction Index (CSAT) and consistently maintained a minimum of 95% in external audits.
• Ensured 100% compliance with store hygiene standards, enhancing overall customer experience.
• Managed internal and external store audits, ensuring full compliance with organizational policies and operational standards.
• Maintained store ROI between 1.5% to 2%, contributing to overall profitability and business health.
• Handled franchisee relationship management, including regular coordination and stock/invoice maintenance.
• Ensured minimal staff attrition by fostering a positive work environment and supporting team development.
• Achieved 100% data accuracy in the CRM (Customer Relationship Management) system, and maintained smooth store floor operations.
• Trained and onboarded new team members, including Customer Interface Agents (CIA) and cashiers, ensuring consistent service delivery and performance.
• Oversaw and managed day-to-day Vodafone store operations, driving customer satisfaction and operational

• Interacted with customers to resolve queries promptly and effectively, ensuring high levels of customer satisfaction.
• Traveled across Gujarat to support Vodafone stores, assuming roles such as Store Manager, Cashier, or Customer Service Executive during staff shortages or employee leave.
• Consistently met 100% of sales targets for both Postpaid and Prepaid services.
• Maintained high customer retention and reduced churn through exceptional service and proactive follow-ups.
• Reviewed daily banking reports and ensured accurate maintenance of financial records.
• Achieved at least 98% in the Customer Satisfaction Index (CSAT), and consistently scored a minimum of 95% in external audits.
• Maintained 100% compliance with store hygiene and operational standards, enhancing the in-store customer experience.
• Managed internal and external audits to ensure adherence to company policies and standard operating procedures.
• Sustained a healthy store ROI between 1.5% to 2%, contributing to overall profitability and business performance.
• Handled franchisee relationship management, including coordination, inventory control, and invoice management.
• Minimized staff attrition by cultivating a positive and engaging work environment.
• Ensured 100% accuracy in the CRM (Customer Relationship Management) system and maintained seamless store floor operations.
• Trained and onboarded new team members, including Customer Interface Agents (CIAs) and cashiers, to ensure consistent performance and service quality.
• Oversaw daily Vodafone store operations, focusing on customer satisfaction, compliance, and operational efficiency