Somya Goswami
Toronto,Canada
Summary
Resourceful professional and detail-oriented team player with a strong background in driving exceptional customer service and team performance in the hospitality and retail sectors. Proficient in creative problem-solving, strong team commitment, and business strategy. Seeking a dynamic role to apply cross-industry expertise and diverse skill set and a passion for enhancing customer experiences and driving business growth.
Overview
10
10
years of professional experience
Work History
Sales Associate
Winners TJX
10.2022 - Current
- Part of the Joy Committee and Markdown team in store, also trained & proficient in cash office daily sales counting and verifying.
- Collaborated effectively within a team environment, contributing to a cohesive and high-performing team dynamic.
- Facilitated training sessions for new hires, ensuring a consistent level of exceptional service across shifts.
- Effectively resolved customer issues and complaints, fostering high levels of satisfaction and positive relationships.
- Streamlined processes within the store's operations by organizing merchandise layouts for easy access.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Prepared merchandise for sales floor by pricing or tagging.
- Solved customer challenges by offering relevant products and services.
Customer Relationship Manager
Popkornery Pvt.Ltd
08.2019 - 06.2022
- Drove revenue growth through strategic negotiations and identifying upsell opportunities.
- Established enduring client connections through empathetic
communication, contributing to enhanced retention rates annually. - Leveraged CRM insights to craft effective customer engagement plans.
- Developed long-term relationships with customers through personalized interactions, ensuring loyalty and repeat business.
- Analyzed key performance indicators, providing actionable insights to enhance service quality.
Store Manager
Starbucks
08.2016 - 07.2019
- Leading store operations for two stores while maintaining the consistent Starbucks experience for all customers and guests.
- Led the opening of Chandigarh Market for the company • successfully. Additionally, recorded the highest ever revenue generation on the opening of any store across India.
- Responsible for managing store revenue, cash handling, and deposits to the bank.
- Managing stock levels and key decisions on stock control. Creating and executing customer engagement plans to achieve revenue targets.
- Was able to achieve the highest profit contribution in the district consecutively twice in 2017-18
- Managing staffing, scheduling, and hiring of employees (store partners).
- Supervisory responsibilities like conducting goal setting, reviewing performance to achieve goals, coaching, counseling, and interacting with the team regularly to ensure smooth operations.
- Was able to achieve 0% attrition while leading the store in Gurgaon.
Assistant Store Manager
Starbucks
07.2014 - 08.2016
- Ensuring total compliance with all store policies.
- Supported the store manager in revenue generation, cash management, inventory management & control, scheduling & staffing employees.
- Responsible for the training and development of the store partners.
- Certified Coffee Master - learned the art of making perfectly handcrafted coffee-based beverages for our customers.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
Education
Graduate Certificate - International Business Management
Niagara College
Toronto, ON01.2024
Graduate Certificate - Tourism, Hospitality Management
Niagara College
Toronto, ON04.2023
Bachelor of Science - Hospitality And Hotel Administration
Ambedkar Institute of Hotel Management
Chandigarh, India06.2014
Senior Secondary - Commerce
G.M.S.S.S.S - 16
Chandigarh, India04.2010
Skills
- CUSTOMER RELATIONSHIP MANAGEMENT
- TRAINING AND DEVELOPMENT
- COLLABORATION AND TEAM MANAGEMENT
- OUTSTANDING WRITTEN AND VERBAL COMMUNICATION SKILLS
- COMPLAINT MANAGEMENT
- OPERATIONS MANAGEMENT
- STAFF SUPERVISION
- ADAPTABILITY
- CREATIVE PROBLEM SOLVING
- CERTIFIED BARISTA
Languages
English
Hindi
Timeline
Sales Associate
Winners TJX
10.2022 - Current
Customer Relationship Manager
Popkornery Pvt.Ltd
08.2019 - 06.2022
Store Manager
Starbucks
08.2016 - 07.2019
Assistant Store Manager
Starbucks
07.2014 - 08.2016
Graduate Certificate - International Business Management
Niagara College
Graduate Certificate - Tourism, Hospitality Management
Niagara College
Bachelor of Science - Hospitality And Hotel Administration
Ambedkar Institute of Hotel Management
Senior Secondary - Commerce
G.M.S.S.S.S - 16
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