Tinesh Kumar Email & Phone Number

Key Responsibilities: • Facilitate New Openings: Manage successful launches of 5 new store locations in alignment with the company's growth strategy. • Stakeholder Engagement: Build and maintain strong relationships with key stakeholders, including developers and government agencies, to support expansion. • Negotiation of Agreements: Lead negotiations for tenancy agreements in collaboration with our leasing team to secure favorable terms with landlords. • Market Research and… Show more Key Responsibilities: • Facilitate New Openings: Manage successful launches of 5 new store locations in alignment with the company's growth strategy. • Stakeholder Engagement: Build and maintain strong relationships with key stakeholders, including developers and government agencies, to support expansion. • Negotiation of Agreements: Lead negotiations for tenancy agreements in collaboration with our leasing team to secure favorable terms with landlords. • Market Research and Analysis: Conduct research on industry trends to identify business opportunities, particularly in corporate bulk sales. • Network Development: Establish partnerships to enhance sales opportunities and market presence. • Sales Strategy Implementation: Collaborate with sales and marketing teams to develop strategies based on identified opportunities. • Performance Tracking: Identified and evaluated potential mall locations or sites across Malaysia for business expansion, considering factors such as foot traffic, demographics, and competition. • Reporting: Prepare regular reports on business development activities and market trends for senior management. • Compliance and Risk Management: Ensure compliance with regulations and policies to mitigate risks in new ventures. Show less

Key Responsibilities: • Program Development: Design and implement tailored training programs for various roles, including induction, management, customer service, and specialized sessions to enhance skills. • External Trainer Sourcing: Identify and engage external trainers for soft skills training for cashiers, customer service reps, supervisors, managers, and floor staff. • Training Delivery: Facilitate training sessions using a variety of instructional methods, including… Show more Key Responsibilities: • Program Development: Design and implement tailored training programs for various roles, including induction, management, customer service, and specialized sessions to enhance skills. • External Trainer Sourcing: Identify and engage external trainers for soft skills training for cashiers, customer service reps, supervisors, managers, and floor staff. • Training Delivery: Facilitate training sessions using a variety of instructional methods, including workshops, seminars, and hands on training. Collaborate with both internal and external trainers to ensure comprehensive program delivery. Successfully trained and developed nearly 450 employees in the Lulu Malaysia region, including roles from trolley boys to operation managers. • Hands-On Training: Conduct practical training together with my HALAL Executive, focusing on real-world challenges like food safety and emergency response. • Comprehensive Training Modules: Develop and oversee training modules for induction, management, basic supervision, customer service, cashier roles, food safety & hygiene, ERP, and vendor training. • Training Needs Analysis: Collaborate with Human Resource and outlet managers to assess training needs, aligning programs with skill gaps and organizational goals. • Session Coordination: Coordinate training sessions using internal and external resources to foster a culture of continuous learning. • Performance Improvement: Enhance employee performance and service quality, yielding positive organizational outcomes. Show less

Key Responsibilities: • CRM Implementation: Serve as a key member of the CRM team for the Loyalty Meriah Card program, ensuring successful rollout and customer engagement. • Data Analysis Development: Establish and lead a data analysis department to enhance customer service strategies through insightful decision-making. • Campaign Management: Oversee Smiley campaigns to promote store experience awareness and cultivate a strong service culture among staff and customers. •… Show more Key Responsibilities: • CRM Implementation: Serve as a key member of the CRM team for the Loyalty Meriah Card program, ensuring successful rollout and customer engagement. • Data Analysis Development: Establish and lead a data analysis department to enhance customer service strategies through insightful decision-making. • Campaign Management: Oversee Smiley campaigns to promote store experience awareness and cultivate a strong service culture among staff and customers. • Customer Feedback Engagement: Collaborate with a survey consultant to conduct quarterly customer feedback assessments, identifying improvement areas for enhanced service effectiveness. • Strategy Development: Develop strategies based on customer feedback and data analysis to continuously improve the customer experience. • Cross-Functional Collaboration: Work with various departments to align customer service initiatives and promote a unified approach to customer experience. • Training and Development: Provide training on customer service best practices and the importance of feedback in enhancing service quality. • Reporting and Evaluation: Prepare regular reports on customer satisfaction and service effectiveness, presenting findings and recommendations to senior management. Show less

Key Responsibilities: • Team Leadership: Manage a team of 90 customer service personnel, ensuring effective handling of phone inquiries about shipment status for domestic and international services. • Service Level Management: Ensure prompt resolution of customer complaints and inquiries, maintaining adherence to call center SLAs at a target of 85% which directly correlated with improved customer feedback scores. • Monitor KPIs: Track and evaluate key performance indicators… Show more Key Responsibilities: • Team Leadership: Manage a team of 90 customer service personnel, ensuring effective handling of phone inquiries about shipment status for domestic and international services. • Service Level Management: Ensure prompt resolution of customer complaints and inquiries, maintaining adherence to call center SLAs at a target of 85% which directly correlated with improved customer feedback scores. • Monitor KPIs: Track and evaluate key performance indicators, including Customer Satisfaction Score (CSAT), Average Handling Time (AHT), and First Call Resolution (FCR), to assess customer service performance. • Training and Development: Conduct internal training sessions and source external trainers for soft skills training for call center agents, supervisors, and office staff. • Complaint Resolution: Address serious unresolved complaints escalated to my attention, ensuring effective resolution. • Process Improvement: Revamp and centralize the call center to enhance efficiency in handling inquiries and complaints, implementing automated systems for tracking and customer surveys. • Coaching and Motivation: Coach and motivate staff to maintain high performance, aligning efforts with company objectives. • Performance Evaluation: Conduct annual performance reviews, determining eligibility for promotions and salary increments based on metrics. • Operational Oversight: Monitor call center performance metrics, identifying improvement areas and implementing strategies for efficiency. Show less

Key Responsibilities: • Order Management: Ensure accurate entry of product orders (Desktops and Laptops) into the manufacturing system for timely customization and delivery to clients in Singapore. • Client Relationship Building: Build and maintain strong relationships with key clients, including the National University of Singapore and Nanyang Technological University. • Customer Inquiry Handling: Serve as the primary contact for customer inquiries and complaints, effectively… Show more Key Responsibilities: • Order Management: Ensure accurate entry of product orders (Desktops and Laptops) into the manufacturing system for timely customization and delivery to clients in Singapore. • Client Relationship Building: Build and maintain strong relationships with key clients, including the National University of Singapore and Nanyang Technological University. • Customer Inquiry Handling: Serve as the primary contact for customer inquiries and complaints, effectively addressing needs to ensure a positive client experience. • Internal Liaison: Act as a liaison between clients and internal teams, communicating client feedback to enhance service delivery. • Sales Opportunities: Identify and pursue upselling and cross selling opportunities with existing clients to support business growth. • Record Keeping: Maintain detailed records of client interactions and feedback to inform business strategies and improve client relations. • Reporting: Prepare regular reports on client satisfaction and feedback for management, providing insights for continuous improvement. Show less

Key Responsibilities: • Customer Service: Handle customer calls regarding complaints, bill payments, promotions, account activations, and onboarding to ensure a seamless experience. • Service Level Maintenance: Maintain service levels at 80% per the SLA, providing timely and effective responses to inquiries. • Technical Escalation: Log and escalate technical issues to the technical department for prompt resolution. • Customer Satisfaction: Achieve high customer satisfaction by… Show more Key Responsibilities: • Customer Service: Handle customer calls regarding complaints, bill payments, promotions, account activations, and onboarding to ensure a seamless experience. • Service Level Maintenance: Maintain service levels at 80% per the SLA, providing timely and effective responses to inquiries. • Technical Escalation: Log and escalate technical issues to the technical department for prompt resolution. • Customer Satisfaction: Achieve high customer satisfaction by actively listening to needs and providing appropriate solutions. • Documentation: Maintain accurate records of customer interactions and service requests to improve processes and customer relationship management. • Team Collaboration: Work with team members and other departments to enhance service delivery and resolve complex issues. Show less

Key Responsibilities: • Call Management: Manage inbound and outbound calls, providing timely updates to customers about their package arrivals to ensure business commitments are met. • Complaint Resolution: Address and resolve complaints regarding delays, lost, and damaged parcels, logging issues for claims processing with professionalism. • Coordination with Clearance Team: Communicate with the airport clearance team about tax and demurrage inquiries to expedite the clearance… Show more Key Responsibilities: • Call Management: Manage inbound and outbound calls, providing timely updates to customers about their package arrivals to ensure business commitments are met. • Complaint Resolution: Address and resolve complaints regarding delays, lost, and damaged parcels, logging issues for claims processing with professionalism. • Coordination with Clearance Team: Communicate with the airport clearance team about tax and demurrage inquiries to expedite the clearance process for customers. • Service Quality Enhancement: Provide timely solutions to customer issues, contributing to improved service quality and overall service levels. • Documentation: Maintain accurate records of customer interactions, complaints, and resolutions for comprehensive service delivery and follow-up. • Customer Relationship Management: Build and maintain strong customer relationships through effective communication and problem-solving. Show less

National Certificate, Computing (Information Technology)

Sijil Pelajaran Malaysia (Spm)