WILLIAM THOMAS
St. Paul,AB
Summary
Customer-focused Retail Sales Supervisor with exemplary history of leading retail teams to unprecedented sales volumes. Deploys strategic long-range planning, expense control and innovative sales strategies and demonstrates constant readiness to meet consumer needs. Motivates and inspires team members to engage with customers and grow business.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Retail Sales Supervisor
BG FUELS GAS BAR @ MOBIL O/A Namah Shivaya Enterprises Ltd.
St. Paul, AB
01.2023 - Current
- Scheduled staff shifts based on anticipated customer traffic patterns in order to maximize productivity.
- Assisted customers in selecting products that met their needs while adhering to company policy regarding pricing, promotions, returns and exchanges.
- Coordinated restocks to keep retail displays organized and full for customers.
- Increased sales by optimizing in-store promotional strategies.
- Built lasting client relationships by organizing and planning sales events.
- Managed daily operations such as opening and closing the store, balancing registers at end of day.
- Created weekly work schedules for all employees according to labor laws and company guidelines.
- Supervised work of cashiers, training new team members and monitoring performance.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Trained new employees on store operations, customer service protocols, merchandise displays and use of point-of-sale systems.
Master Sales and Customer Service Executive
American Express India Pvt. Ltd.
Gurugram, India
07.2013 - 11.2023
- Actively listened to Cardholders, identified issues, analyzed information and provided solutions to the problems while working on Global Services
- Demonstrate the Value of all-American Express cards available in the US market and providing an impactful experience on each conversation with the client
- Demonstrated products to clients, answered questions and redirected objectives to positive features leading to Upgrades, Cross-sells, Personal Loans, Lower APR's, Additional Cards etc.
- Initiate Call Listening sessions with Team members to increase profits through providing excellent customer service following established guidelines and auditing sales reports.
- Created new processes and methodologies to promote efficiency and productivity for sales team members.
Senior Sales and Customer Care office 3
Convergys India Pvt. Ltd.
Gurgaon, India
05.2009 - 07.2013
- Identified issues, analyzed information and provided solutions to problems on all Credit Cards issued from Citibank U.S market
- Resolved problems, improved operations and provided exceptional service to meet both C-SAT and SALES goals
- Developed and implemented performance improvement strategies and plans to sell Balance transfers, Lower APR's, Credit Protector
- Developed team communications and information for meetings
- Exceeded goals through effective task prioritization, great work ethic and Developed team communications and information for meetings.
Senior Customer Services Representative
IBM Daksh Business Process Services India Pvt. Ltd.
Gurgaon, India
09.2008 - 05.2009
- Customer service to Amazon customers, helping solve their problems such as: locating a package; connecting an Echo to a Fire TV; returning an item; or assisting a delivery driver to get a package to a customer on time
- Offered friendly and efficient customer service to all customers, handled challenging situations with ease
- Improved operations through consistent hard work and dedication
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Customer Service Associate
Spanco Telesystems and Solutions Pvt. Ltd.
Gurugram, India
05.2006 - 09.2006
- Taking orders, answering questions for various types of pizzas available with Pizza Hut
- Take booking orders on calls and route them to the nearest Pizza Hut outlet
- Participated in team-building activities to enhance working relationships.
Crew Member
McDonalds India Pvt. Ltd.
Delhi, India
08.2003 - 02.2004
- Used coordination and planning skills to achieve results according to schedule
- Maintained energy and enthusiasm in fast-paced environment
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys
- Completed minor preventative maintenance and mechanical repairs on equipment.
Education
B.A PASS. Graduation -
University of Delhi
05.2005
Senior Secondary Education -
Delhi United Sr. Sec. School, 17
03.2002
Higher Secondary Education -
Delhi United Sr. Sec. School, 17
05.2000
Skills
- Sales strategy implementation
- High level of Customer Engagement
- Sales presentation planning
- Task management
- Quality Assurance of Compliance
- Building Rapport
- Strategic Selling Skills
- Coaching and Mentoring
- Online website Tech support
- After Sales Support
- Influential Negotiation Skills
- Salesforce
- Coaching and feedback support
- Time management
- Goal setting and forecasting
Accomplishments
- Sales Coach with Convergys. (06/2012-04/2013)
- Drive purposeful practice in both group and 1-on-1 settings -discussing tips and strategies with reps relative to reps' tasks at hand engaging in role-plays and using technology to reinforce knowledge and skills, and drive mastery
- Achievement Nome
Personal Information
Title: Master Sales and Customer Service Executive
Hobbies and Interests
- Playing Guitars
- Writing Songs
- Cooking
- Traveling
- Learning Languages
- Singing
Projects
Shalom-peace with you. The Gospel Band, 02/2010, Present, Played more than 100 stage performances while sharing Gospel in different reigns of India.
Certification
- License Driving Class 5 Full
Timeline
Retail Sales Supervisor
BG FUELS GAS BAR @ MOBIL O/A Namah Shivaya Enterprises Ltd.
01.2023 - Current
Master Sales and Customer Service Executive
American Express India Pvt. Ltd.
07.2013 - 11.2023
Senior Sales and Customer Care office 3
Convergys India Pvt. Ltd.
05.2009 - 07.2013
Senior Customer Services Representative
IBM Daksh Business Process Services India Pvt. Ltd.
09.2008 - 05.2009
Customer Service Associate
Spanco Telesystems and Solutions Pvt. Ltd.
05.2006 - 09.2006
Crew Member
McDonalds India Pvt. Ltd.
08.2003 - 02.2004
B.A PASS. Graduation -
University of Delhi
Senior Secondary Education -
Delhi United Sr. Sec. School, 17
Higher Secondary Education -
Delhi United Sr. Sec. School, 17
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