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Work Background
WEEDS®General Manager
Jul. 2023Vancouver, British Columbia, CanadaAs the General Manager at Weeds, I manage all aspects of our retail store operations. My primary goal is to ensure excellent customer service, operational efficiency, and staff performance.
Key Responsibilities
📈 Operational Excellence
Oversee daily store operations to ensure efficiency and effectiveness.
Implement store policies and procedures to align with company objectives.
👥 Staff Management
Responsible for the hiring, training, and evaluation of staff.
Create work schedules and monitor employee performance to meet set targets.
🛍️ Customer Service
Lead efforts to maintain high levels of customer satisfaction through excellent service.
Handle customer complaints and queries in a timely and professional manner.
📦 Inventory Management
Oversee inventory levels, ensuring optimal stock availability.
Conduct periodic stock audits to minimize losses and discrepancies.
💵 Financial Management
Prepare and manage the store’s budget, keeping a keen eye on revenue and expenses.
Monitor and report key performance metrics to upper management.
📊 Marketing and Sales
Develop and implement marketing strategies to drive sales and customer engagement.
Analyze sales data to identify opportunities for growth and improvement.
🛡️ Compliance and Safety
Ensure the store complies with all health and safety regulations.
Conduct regular safety drills and training sessions for staff to maintain a safe working environment.
EasyPark Customer Service Representative
Apr. 2022 - Dec. 2022Vancouver, British Columbia, CanadaWorking on Zendesk CRM to resolve client inquiries and customer service tickets
Managing Client Accounts using T2
Selling permits and monthly parking subscriptions to enterprises.
Making decisions on parking ticket appeals and responding to queries on time.
Outbound appointment calls for monthly parkers
Chat support
CB2Stock Associate
Dec. 2021 - Apr. 2022Vancouver, British Columbia, CanadaAnswers customer and sales associate questions about available items in stock
Conducts regular store inventory
Uses inventory control software to log information
Organizes inventory in the stockroom
Midland Credit Management, an Encore Capital Group CompanyAccount Manager
Oct. 2017 - Oct. 2021Gurugram, Haryana, IndiaI maintained a cold-call conversion rate of over 11% which was higher than the company
average of 9%
Was awarded the Elite Collector prize — for being the top achiever for 12 months in a
row
I successfully convert reluctant account holders — which have been delinquent for over 6
years — to regular paying customers. For this, I deploy techniques that I’ve developed
over the years like — “listening, acknowledging, validating and refocusing the
conversations”, “giving out sound and practicable financial advice”, and “helping the
customers make the right decisions”.
Help formulate strategies and implement lead engagement techniques within the team
Got promoted to the Keepers of Books team for driving excellent results
Have won the quarterly "Impact Awards" four times for being a top performer
ConvergysCustomer Service Representative
Apr. 2017 - Oct. 2017Gurugram, Haryana, IndiaHandling multiple customer service chats.
Resolving billing issues.
Promotion of new plans and services via upselling
Explained products and benefits
Fullfil orders
British TelecomAssociate
Jul. 2015 - Sep. 2017Gurugram, Haryana, IndiaAs an Account Manager, I was part of the OpenReach division — which manages a network
of telecom infrastructure across the UK.
Handled accounts of telecom giants like Vodafone, Sprint, EE.
Awarded “employee of the month” 4 times during my two years
Drove long-term relationships with B2B clients by ensuring SLAs were fulfilled and
creating custom offers on the bases of usage history
Facilitating any request for change in the services by coordinating with the engineering
teams
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