Kavita Batra
Gurugram,India
Summary
Responsive leader with strong management background combined with motivational and encouraging style. Talented trainer, problem-solver and planner able to take on routine and complex job functions to promote business success. Well-organized and proactive retail professional with good communication skills and positive attitude.
Overview
18
18
years of professional experience
Work History
Operations Manager
CURLS & MORE LLP
02.2021 - 01.2023
- Formulated business strategy with others in the executive team: for Sales, Business Development and Customer Retention.
- Policy Writing : Wrote Operational SOPs and policies related to Human Resource like ZTP, NDA and Leave Policies.
- Format Creation: Designed the partner/Affiliate/Vendor/Distributor Onboarding program and documents for the Brand.
- Payments & Receivables: Working with accounts team for all accounts payables for Affiliates, Vendors and Partners.
- IP: Ensure compliance with local and international laws- Patents, Trademark application, Filling of necessary Permits and Licenses.
- Order Management: Manage and maximize all aspects of the current e-commerce platforms- Online Shop (Shopify), unicommerce and other SaaS platforms as well as identifying and introducing new e-commerce opportunities.
- Payments & Frauds: Responsible for the ecommerce transactional workflow, including fraud management, payments processing and chargeback activity.
- Purchase: Managed the complete purchase function for our product with quarterly inventory planning and other admin related purchase for effective functionality
- Design & E- Commerce Compliance: Worked with the design team for product packaging design and governmental meteorological approvals to ensure compliance.
- Training and coaching: Conduct all trainings as required, like Product training, Soft skill training and Customer Management.
- Operational Efficiency: Report on operational performance and suggest improvements.
Studio Manager - Sales & Operations
FURNITURE MAMA
11.2019 - 09.2020
- Strengthened product branding initiatives and coordinated effective marketing campaigns.
- Handled all major HNI and HVA clients.
- Sales reach out for sales of our B2B and B2C segment.
- Pipeline management with the help of Funnel management system.
- Developed the company's policies and procedures(SOP) and then proceeded to train all employees on these critical details.
- Met with clients to establish ideas, goals and guidelines for design team.
- Coordinated with the purchase team for contracts & estimations from the vendors.
- Responsible for complete hiring to onboarding of the design team.
Assistant Head Of Institute
VLCC INSTITUTE
03.2018 - 05.2019
- Counseled incoming Leads/students on their course of interest and converted to admissions
- Worked with financing partners to get education loan approvals
- Managed recoveries and billing on VLCC ERP
- Day to day administration of the whole institute.
- Coaching the faculties about course conduction and to encourage sales
- Purchase activities for effective functioning of the Institute.
General Manager-Operations
SAVASO
01.2015 - 03.2017
- Assessed departmental operations to determine areas for customer service improvement and support.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Evaluated quality of representatives' phone calls and provided feedback to management.
- Interviewed, hired and trained new quality-focused customer service representatives.
- Automated contact management system to maintain efficient client organization.
- Initiated development and implementation of customer service management training process.
Entrepreneur
ORCHID INTERIORS
06.2009 - 01.2015
- Assisted clients with budget considerations regarding selection of materials.
- Created professional presentations to creatively communicate design intent and direction.
- Researched concepts and followed industry trends to provide knowledgeable insight to clients.
- Developed interior design concepts and prepared interior systems and finishes.
- Selected furniture, light fixtures and accessories to create unique and inviting rooms to meet customer vision.
- Coordinated schedules and day-to-day activities of crew to satisfy project needs.
- Executed various projects in turnkey segment.
Team Leader
TECH MAHINDRA
06.2008 - 06.2009
- Achieving and maintaining good ICE results.
- Interviewed, hired and trained new customer service representatives.
- Process related reporting around performance metrics, outlier management and incentive distribution.
- Motivated teams by recognizing and rewarding excellence.
- Made certain associates adhered to schedules to achieve service level goals.
Store Manager
ESTEE LAUDER COMPANIES LTD
07.2007 - 11.2007
- Achieved weekly, monthly and quarterly profit margins
- Managing all visual merchandising activities
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Offered product and service consultations
- Undertaking BTL and other marketing activities
Team Leader
HCL TECHNOLOGIES LTD
02.2005 - 07.2007
- Assessed, motivated and empowered team members to build customer satisfaction, loyalty and to support retention & growth.
- Conducting timely planning, assessment and feedback/coaching sessions of my team members to improve their productivity and quality.
- Ensured the team members achieve their KPIs.
- Achieved great productivity levels of 88- 92% for my team while maintaining the SLAs.
- Day to Day planning and Operations of my team.
- Preparing periodic performance reports to be shared with management.
Education
Bachelor of Arts -
University Of Delhi
Diploma In Interior Design -
Delhi Polytechnic
Skills
- Customer relationship management
- Cross-functional team management
- Product and service management
- Recruiting and hiring
- Counseling and Sales
- Negotiations expert and strong deal closer
- Policy/program development
- Lead Conversion
- Communication skills
- Proficient in MS Office, Autocad
- Project Management/Execution
- Cost reduction and containment
- Workforce training
Accomplishments
- Grew revenue by 2.4 Cr INR in the first year by spearheading development of Online and Offline Consumer Base.
- Cut inventory by more than half and improved on-time delivery to 92% by partnering with different shipping aggregators.
- Created critical KPIs to track and improve employee performance and setting up quarterly Business Reviews for every function.
- Identified and acquired new clients for the company with offline presence.
- Consistently maintained high customer satisfaction ratings.
- Promoted from Customer Relationship Manager to Operations Manager in less than 12-months.
Timeline
Operations Manager
CURLS & MORE LLP
02.2021 - 01.2023
Studio Manager - Sales & Operations
FURNITURE MAMA
11.2019 - 09.2020
Assistant Head Of Institute
VLCC INSTITUTE
03.2018 - 05.2019
General Manager-Operations
SAVASO
01.2015 - 03.2017
Entrepreneur
ORCHID INTERIORS
06.2009 - 01.2015
Team Leader
TECH MAHINDRA
06.2008 - 06.2009
Store Manager
ESTEE LAUDER COMPANIES LTD
07.2007 - 11.2007
Team Leader
HCL TECHNOLOGIES LTD
02.2005 - 07.2007
Bachelor of Arts -
University Of Delhi
Diploma In Interior Design -
Delhi Polytechnic
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