Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Md Rafiqul  Islam

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
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
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, Bangladesh
07.2013

BBA - Marketing Management - Customer Relationship Marketing

Dhaka University
Dhaka, Bangladesh
06.2006

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
Md Rafiqul Islam