Md Rafiqul Islam
Montreal,QC
Summary
Driven Merchandising Manager with 17 years of experience in maximizing product sales and overseeing merchandise trends. Effective in overseeing day-to-day sales and inventory stock levels to determine purchasing needs. Expert in merchandise planning based on prior sales and trends to provide well-rounded selection of products sought by customers.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
18
18
years of professional experience
Work History
Merchandise Manager
PDS Limited
Dhaka, Bangladesh
12.2012 - 11.2023
- Boosted sales performance by effectively managing merchandise assortments and inventory levels.
- Motivated and mentored merchandise team to achieve high performance and job satisfaction.
- Enhanced visual presentation of products, driving customer engagement and boosting sales conversion rates.
- Monitored inventory levels and made necessary adjustments to maximize sales and profits.
- Reviewed customer feedback to identify trends and improve product selection.
- Developed and maintained strong relationships with vendors to secure exclusive product offerings and favorable terms.
- Maximized gross margin dollars through optimal assortment planning and cost management.
- Analyzed industry trends to develop relevant offerings.
- Analyzed sales data to identify trends, gauge product performance, and inform future purchasing decisions.
- Bult positive relationships with vendors for consistent and reliable supply of products.
- Interacted with customers to obtain feedback and drive satisfaction.
- Developed and implemented successful strategies to increase sales and profits.
- Set and managed merchandise budgets to maximize profits and control expenses.
- Managed high-performing team members, providing ongoing coaching and development opportunities for career advancement.
- Coordinated and directed buying team, enforcing compliance with company standards.
- Collaborated with marketing team for prompt promotion of products.
- Negotiated pricing with vendors to achieve maximum profitability.
- Reviewed and approved purchase orders and invoices for accuracy and completeness.
- Assessed areas of service concern and developed improvement plans.
- Identified opportunities to reduce lead times and improve inventory management.
- Established and maintained accurate records of purchases, pricing and payment terms.
- Analyzed market and delivery systems to assess present and future materials availability.
- Negotiated pricing and terms with vendors to secure best value for company.
- Communicated regularly with suppliers to uphold accountability for quality standards and timely delivery of goods.
- Reduced costs by streamlining contract bidding and procurement processes to assure best prices for materials and services.
Call Center Executive
Telenor Group
Gulshan, Dhaka, Bangladesh
03.2006 - 11.2012
- Streamlined internal processes via proactive feedback on operational inefficiencies, driving continuous improvement efforts within the center.
- Demonstrated adaptability when faced with rapidly changing priorities or challenging situations, ensuring seamless operations at all times.
- Exceled in handling escalated calls, effectively resolving complex issues while maintaining customer loyalty.
- Recognized as a top performer among peers, consistently achieving high rankings in key performance metrics such as customer satisfaction scores and revenue generation.
- Reduced average call handle time while maintaining high-quality service through efficient problem-solving skills and attention to detail.
- Boosted overall call center efficiency through active participation in quality assurance initiatives and process improvements.
- Provided exceptional support to peers, assisting with onboarding and coaching new team members for success.
- Enhanced team performance by collaborating with colleagues and sharing best practices for effective communication.
- Strengthened relationships with key clients by proactively following up on feedback, fostering trust, and enhancing long-term partnerships.
- Improved customer satisfaction by providing timely and efficient resolutions to inquiries.
- Managed high call volume, maintaining a professional demeanor and ensuring accurate information was relayed to customers.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Trained team members on performance metrics and consumer behavior identification.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Developed process controls and metrics for daily management of call center.
- Trained new personnel regarding company operations, policies and services.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Created and maintained detailed database to develop promotional sales.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
MBA - Business Administration For Trades Management
Bangladesh Institute of Fashion And Technology
Dhaka, Bangladesh07.2013
BBA - Marketing Management - Customer Relationship Marketing
Dhaka University
Dhaka, Bangladesh06.2006
Skills
- Inventory Management
- Merchandise presentation
- Merchandise Allocation
- Retail display setup
- Sales Analysis
- Product pricing
- Pricing strategy
- Team Leadership
- Customer Segmentation
- Customer Service
- Coaching and Mentoring
- Trends Analysis
- Relationship Building
- Pricing Updates
- Document Preparation
- Trend Analysis
- Regulatory Compliance
- Price Negotiations
- Quality assurance standards
- Profit and loss understanding
- Budget Administration
- Supplier Relations
- ERP Software
- Financial Administration
Languages
English
Full Professional
Bengali
Native or Bilingual
Hindi
Professional Working
Timeline
Merchandise Manager
PDS Limited
12.2012 - 11.2023
Call Center Executive
Telenor Group
03.2006 - 11.2012
MBA - Business Administration For Trades Management
Bangladesh Institute of Fashion And Technology
BBA - Marketing Management - Customer Relationship Marketing
Dhaka University