Laila Pervaiz
Richmond,TX
Summary
Results-driven Management Professional experienced in strategy development for company growth and operational productivity enhancement. Increased revenue by an average of 15% through systematic metrics and workflow restructuring while directing successful promotional events that raised $20,000. Focused on delivering exceptional customer service and fostering strong relationships to drive sales and ensure customer loyalty.
Overview
9
9
years of professional experience
Work History
Customer Care Representative, Operational Analyst
Williams, , Inc, S&S Star Corporation
12.2023 - 12.2026
- Address customer questions and concerns regarding product and delivery information
- Provide product information, review alternative solutions if item is out of stock and place orders for customer
- Successfully negotiated and appeased customers using a variety of methods established by company guidelines
- Investigated and resolved accounting, service, and delivery concerns to ensure timely and accurate customer support.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Monitored inventory levels to ensure stock availability for sales, processed returns, and issued replacements and credits for damaged merchandise.
- Created and maintained a detailed database to develop promotional sales.
- Investigated and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.
Retail Sales & Operations Manager
T-Mobile Authorized Dealer
Houston, TX, TX
12.2021 - 11.2023
- Managed day-to-day sales operations, customer accounts, activations, upgrades, and service inquiries.
- Streamlined day-to-day sales operations, overseeing customer accounts, activations, upgrades, and service inquiries to enhance overall efficiency.
- Prioritized sales performance and customer satisfaction, successfully achieving revenue targets through effective management strategies.
- Trained and supervised staff on sales techniques, customer service, product knowledge, and company procedures.
- Assisted customers with selecting wireless plans and products based on their individual needs and budgets.
- Developed and led training programs for staff on sales techniques, customer service, product knowledge, and company procedures to improve team capabilities.
- Built and maintained strong customer relationships while resolving escalated service and account issues.
- Managed cash handling processes to ensure accuracy and accountability in financial transactions, daily reconciliation, reporting, and overall retail store operations.
Authorized Multi-Career Wireless Retailer
Store Manager / Business Operator
Houston, TX, TX
01.2019 - 12.2021
- Operated an authorized multi-carrier wireless retail business offering cellular services, devices, accessories, upgrades, and new activations.
- Guided customers in selecting optimal wireless plans, devices, and services tailored to their needs.
- Oversaw customer accounts, processed new lines, upgrades, device changes, and addressed service inquiries.
- Managed customer accounts, new lines, upgrades, device changes, and service-related inquiries.
- Managed daily retail operations, including inventory, merchandising, cash handling, reporting, and transactions.
- Cultivated strong customer relationships through personalized service and effective problem resolution.
- Trained and supervised employees on sales techniques, customer service, product knowledge, and store procedures.
- Maintained compliance with carrier policies, sales requirements, and operational standards.
Import and Export Coordinator
STYLETEX, INC
05.2018 - 06.2019
- Entered shipping product data into Excel for accounting and budgeting, ensuring accurate tracking of costs and expenses.
- Prepared shipping documentation, maintaining compliance with US Customs and international regulations.
- Established and built positive relationships with vendors and carriers, promoting competitive shipping rates and service.
- Entered shipping information into a computer system and estimated freight and postal rates.
- Checked import and export documentation to determine cargo contents and classify goods into different tariff or fee groups.
- Creating cash flow table, models and graph in excel for reporting purposes of shipments and aiding in key decision-making strategies
- Cultivated relationships with vendors and carriers to secure competitive shipping rates and enhance service quality.
- Provided clients with expert advice on various financial options to enhance their decision-making process.
Education
Associate of Arts - Criminal Justice
Houston Community College
Houston, TX, TXSkills
- Client support
- Customer support
- Payment processing
- Account management
- Order fulfillment
- Stock control
- Sales assistance
- Client relationship management
- Cross-selling strategies
- Salesforce
- Reporting and documentation
- Product expertise
- Security verification
- Adaptability and flexibility
- Communication skills
Timeline
Customer Care Representative, Operational Analyst
Williams, , Inc, S&S Star Corporation
12.2023 - 12.2026
Retail Sales & Operations Manager
T-Mobile Authorized Dealer
12.2021 - 11.2023
Authorized Multi-Career Wireless Retailer
Store Manager / Business Operator
01.2019 - 12.2021
Import and Export Coordinator
STYLETEX, INC
05.2018 - 06.2019
Associate of Arts - Criminal Justice
Houston Community College