- Manage the day to day operations of the organisation, assuming 100% profit and loss accountability.- Develop and implement budgets, forecasts and financial projections, maximise growth and analyse cashflow.- Manage and optimise Telstra sales and service operations in Fremantle, maximising store profitability.- Deliver regular training, development and coaching team members using CARE tools.- Provide a work environment that engenders positive energy, creativity and teamwork amongst staff. - Drive and oversee the over achievement of Gross Profit budgets through effective sales strategies.- Ensure all customers receive a delightful in-store experience to be measured by the NPS score on a daily basis.- Motivate staff, provide consistent feedback and coaching to improve behaviours, ensuring they are equipped to handle the demands of the business successfully in a mutually rewarding manner. - Ensure the store is safe for all employees and customers by ensuring the maintenance of systems and reporting and actioning of possible hazards and ensuring resolutions.- Successfully lead my team to the ‘No 3 position nationally’ from the position as 91st within less than 6 months.- Improved NPS steadily from 30% in April to 80% in September.- Effectively built the right team culture and managed the recruitment and onboarding of team, maximising their output and make their journey mutually rewarding.- Assisted the Fremantle store to achieve an $80,000 annual profit by increasing sales and building the business

- Lead, managed and supervised a young team to ensure the organisations business objectives were met- Tracked KPI’s and provided struggling team members with formal counselling and the right tools to improve performance.- Trained team members on selling skills to ensure the store delivers the expected sales and profit results.- Resolved customer complaints and treated them as opportunities to improve the team behaviours.- Collected, recorded and managed customer data in the Dick Smith Retail Management software.- Ensured the team was successfully guided through the ‘Serve Forward’ strategy and approach of the new owners.- Under my leadership the team repeatedly excelled in mystery shoppers, scoring 90% to 100% in 2012.- Considerably improved on last year’s (2010’11) sales and profit figures by 8%.- Ensured a safe workplace with no incidents for the past 3 years.LocationSubiaco, Western Australia Time PeriodSep 2009 - Jun 2011Description- Coordinated day to day operations of busy retail outlet, overseeing efficient and profitable operations.- Recruited, managed, motivated, trained, inducted, supervised and rostered permanent and casual staff.- Ensured the team provided total solutions to customers such as accurate advice on product selection, warranty, delivery, installation and training which ensures customer retention and a positive shopping experience.- Collected, recorded and managed customer data into Dick Smith Retail Management software.- Promoted safe work practices for customers, employees and contractors, adhering to OH&S regulations.- Successfully increased weekly sales by 25-30% and repeatedly rated as a top 5 store in terms of KPIs.- Regularly had a minimum of 2 team members in the top 30 sales people nationally.- Consistently scored above 95% and 100% 3 times in mystery shopper surveys and rated amongst the top 5 performing stores nationally.

- Undertook assignment to manage a special project that involved the set-up of new and enhancement of existing service facilities in Alain to cater to all Al Futtaim brands Panasonic, Toshiba, Sanyo, and AFTRON in Laptops, Office Automation, Audio-video which also included the renovation of existing facilities.- Trained and developed newly recruited in-house and external technicians in laptops, office automation, audio video to deliver quality solutions to customers and ensure customer retention by using empathy to customer’s situation.- Set-up a complaint call logging system for office automation, audio video, air conditioning and white goods to log in complaints and track them through all stages to completion.- Collected, recorded and managed customer data in the SAP Service and Sales Software.- Implemented and streamlined service processes to meet increasing local customer requirements especially in the office automation where the MIF (Machine in Field) is increasing rapidly.- Increased service revenue by 25% and spare parts revenue by 55% and gross margin by Dec 31st 2008.

Lead and managed a team of 25 staff at the Central Service Operations, Abudhabi and to provided services to Office Automation, Computers, Audio-Video, Home appliances and Telecom divisions, catering to Panasonic, Toshiba, Sanyo, Aftron, marketed by the Al - Futtaim Electronics group of companies.- Managed the Service Centre operations which included warranty repair, installations of audio video, home appliances air conditioners, office automation, laptops and spare part sales.- Set-up a complaint call logging system for office automation, audio video, air conditioning and white goods to log in complaints and track them to completion.- Collected, recorded and managed customer data in the SAP service and Sales software.- Carried out audits in the workshop and customer interaction desks to ensure customer oriented work practices.- Performed external audits with subcontractors and outdoor technicians to ensure compliance to standards.- Conducted independent surveys on customers to gauge satisfaction level and review work processes based on feedback.- Managed service contracts, renewals and meet the budgeted targets for each of the departments.- Interacted and coordinated with principals for training and technical issues.- Ensure timely availability of spare parts and consumables with definite control over the inventory costs- Perform internal audits, accompaniment visits and initiate customer satisfaction surveys and take actions.

Managing a team of 25 people to provide the best service to the Xerox office automation customers spread over 4 districts based in Cochin.