Store Manager - Helios - The Watch Store (Titan Company Limited) - Lucknow, UP
(2017-08 - 2022-05)
- End-to-End COFO Showroom Operations: Directed comprehensive daily store operations, sales target compliance, and high-standard visual merchandising for 2 high-volume premium Helios COFO outlets (Fun Republic Mall and Aliganj, Lucknow) housing 40+ international luxury watch brands.
- High-Value Asset Security & Audit Governance: Enforced rigid loss-prevention protocols, shrinkage control, and daily physical stock reconciliation for premium luxury inventory, ensuring 100% adherence to Titan's rigorous corporate compliance benchmarks.
- Omnichannel Strategy & Financial Control: Spearheaded local digital and E-commerce operations through Tata Cliq, seamlessly coordinating automated payment linkages, secure cash reconciliation, and complex cash-on-delivery (COD) logistics.
- Team Supervision & Storytelling: Led multi-functional sales and customer service teams, executing structured soft skills, customer engagement protocols, and product storytelling training to build immense brand loyalty.
- Premium Store Management & VIP Care: Managed comprehensive customer care operations, VIP guest relations, and personalized milestone outreach programs for high-volume premium watch showrooms.
Cluster Customer Lifecycle Manager - Reliance Communications Ltd - Varanasi Cluster, UP
(2006-06 - 2017-05)
Initially appointed as Zonal Operations Executive (June 2006 - Dec 2011); promoted directly to Deputy Manager within 8 months of service confirmation, and subsequently ascended to Cluster Collection & Retention Lead / Customer Lifecycle Manager due to outstanding business turnarounds and team leadership.
- Meritocratic Career Progression: Initially appointed as Zonal Operations Executive (June 2006 - Dec 2011); promoted directly to Deputy Manager within 8 months of service confirmation, and subsequently ascended to Cluster Collection & Retention Lead / Customer Lifecycle Manager due to outstanding business turnarounds and team leadership.
- Strategic Churn Control & Recovery: Maintained a brilliant 98.9% overall collection rate in telecom cluster operations, ranking in the Top 3 out of 38 managers circle-wide while slashing high-value customer churn drastically from 4.25% down to less than 1.50%.
- Collection, Retention & Churn Management: Supervised end-to-end customer service infrastructure, revenue market share (iRMS), and managed 0-30, 30-60, and 60-90 days collection buckets. Handled voluntary and involuntary retention of postpaid business and reduced high-value churn to less than 1.5%.
- Lok Adalat & Legal Debt Recovery: Interacted regularly with legal bodies, managing legal escalations of default cases, and successfully facilitating major recoveries through strategic coordination with Lok Adalat frameworks.
- Reliance Mobile Stores & Customer Care Management: Supervised total operations of Reliance Mobile Stores. Actively drove First Time Resolution (FTR) to drastically reduce repeat customer walk-ins and closed all customer complaints/queries within strict SLAs. Ensured accurate passing of waivers & adjustments.
- Big Team Management & Fleet Command: Directed, coached, and aligned a massive regional workforce of over 55 field executives (Field on Street - FOS), store managers, and collection agents. Monitored daily targets through structured Morning Synchronization Meetings and delivered rigorous product and soft skills training.
- Spoke Town Strategy & Territory Expansion: Managed a massive 9-district Purvanchal territory (Varanasi, Azamgarh, Bhadohi, Jaunpur, Mughalsarai, Chandauli, Ballia, Mau, and Renukoot/Renusagar), aggressively expanding market presence via Spoke Town Channels.
- HVC Lifecycle & Engagement Programs: Managed life cycle protocols for Retail and SME accounts. Organized specialized High-Value Customer (HVC) Retention drives, Service Camps, and 'In-Touch' close-looping engagement models (e.g., 60-day Hot Monitoring) to maximize customer longevity and cross-sell/up-sell products.
- Compliance & Credit Verification: Appointed and managed Credit Verification (CV) agencies, ensuring 100% data hygiene, compliance with corporate credit policy, time-based/value-based dunning, process audits, and strict regulatory adherence to TRAI standards to secure EBITDA benchmarks.
Restaurant Manager / F&B Manager - Hotel Vaibhav - Varanasi, UP
(2000-05 - 2006-06)
- Restaurant Operations Management: Spearheaded complete high-end daily workflows, fine-dining service implementation, staff performance monitoring, and guest hospitality parameters at the premium Palki Restaurant, serving elite local, corporate, and international luxury guests.
- Vendor Procurement & Cost Control: Directed premium hospitality vendor relations, negotiated inventory pricing for top-quality materials at competitive costs, optimized menu engineering with the chef based on sales analytics, and strictly controlled operational wastage at all corners.
- Administrative & HR Functions: Handled overall staff hiring, team scheduling, human resource configurations, and conducted rigorous hospitality service standards and team grooming training to scale high-profile corporate catering events.
Assistant Manager – Front Office / Operations - Hotel Clarks (4-Star Flagship Property) - Varanasi, UP
(1999-08 - 2000-02)
- Front Desk Governance: Supervised day-to-day front desk, room allocations, reservations, and banquet event booking workflows for an upscale 115-room flagship property, maintaining office productivity, ensuring smooth check-in/check-out, and driving peak profitability.
- VIP Guest Relations: Personally coordinated premium international and corporate guest reception, customized resource mapping, resolved high-level guest complaints/escalations, and compiled periodic rate/availability financial calendars to ensure absolute guest satisfaction.
