Shyam Thapa
El Cerrito,USA
Summary
Dynamic customer service leader with extensive experience at Levi Strauss, excelling in employee training and performance management. Proven track record in driving sales growth through effective team building and KPI reporting. Skilled in inventory control and mentoring, fostering a motivated workforce to achieve operational excellence. Creative Assistant Manager promotes proactive management of team activities and store operations. Skillfully monitors processes to meet changing demands, increase efficiency and boost revenue. Exceptional leadership for sales, customer service and service clerk employees.
Overview
19
19
years of professional experience
Work History
Assistant store Manager /Customer service manager
Levi Strauss
San Francisco, CA
02.2021 - Current
- Provide one-on-one coaching for executives on performance management, employee development, and mentoring.
- Provided training to new employees on company policies and procedures.
- Ensured compliance with all safety regulations throughout the store premises.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Analyzed market trends to identify opportunities for product expansion or improvement.
- Facilitate on-going learning between programme modules to embed skills and knowledge
- Responsible for collating feedback & reporting on KPIs to measure success .
- Conducted regular performance reviews of staff members in order to identify areas for improvement.
- Supervised cashiers in processing credit, debit and cash payments to streamline sales.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Formed and sustained strategic relationships with clients.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Coached and developed store associates through formal and informal interactions.
- Prepared staff work schedules and assigned team members to specific duties.
Customer service leader
IKEA
Emeryville, CA
07.2021 - 02.2022
- Overall responsibility to create and manage continuous and enjoyable shopping experience for all customers by leading and coordinating various sub-departments
- Monitor whether employees offer excellent customer service and take appropriate actions in order to improve their performance
- Provide adequate and timely solutions to customer inquiries, ensuring the highest possible level of service, according to IKEA corporate standards
- Control and monitor all operating costs and KPI`s and implement actions in order to improve them
- Identify areas of improvement in all levels of customer service, based on analysis and customers feedback and implementing the needed measures
- Organize and coordinate family-friendly activities in the IKEA shop
- Ensure the smooth return and exchange process for purchases made in the IKEA shop in Sofia and to guarantee it is conducted in accordance with corporate standards and policies
- Responsible for the management and development of a motivated team with a high level of performance
Guest Experience Manager(seasonal Contract)
Bloomingdales
San Francisco, CA
09.2020 - 01.2021
- Act as an ambassador for guests at our venue
- Help resolve any issues or complaints
- Train employees in customer service
- Create and enforce employee practices and policies
- Assist with PR outreach or grassroots marketing projects
- Client feedback replied in positive manner in Google review and Yelp
Store supervisor
Brooks Brothers
San Francisco, CA
06.2018 - 06.2020
- Supervise and co-ordinate sales associates
- Handled customer inquiries and complaints
- Achieved sales goals
- Trained, developed, and managed store employees
- Developed a productive team environment
- Completed performance reviews
Assistant Manager
Zara- inditex, Dubai Holding group
Dubai, AE
02.2012 - 03.2013
- The Asst
- Store Manager is responsible for managing the team ensuring to achieve the sales targets through outstanding customer service, deliver sales reports, and manage efficiently the stock as he/she is fully accountable of the inventory process and result
- Sales Achievement
- Conduct sales analysis, follow up on market trends and monitor the competition's activity
- Propose ways to improve the business: in store merchandising, opening hours, product mix…
- Produce quantitative and qualitative sales report
- Be present in the shop floor to generate sales and handling VIP customers
- Customer Service
- Identify customer potential needs and use initiatives to meet those needs
- Ensure consistency in customer service delivered and handle all complaints
- Ensure building, maintaining and using the customer data base
- Stock Management
- Enter all received goods and ensure stock control and proper record of all stock movements
- Supervise the replenishment process to avoid and report any over stock along with the suggested corrective action
- Prepare for the inventory
- General Operations
- Coordinate with the back office, suppliers, logistics, marketing and merchandising team regards of new launches, in store animation or renovation and provide feedback accordingly
- Follow up on different issues with Mall Management such as mall promotions, permits, security…
- Man Management
- Prepare schedule to ensure full coverage of the shop floor and maintain grooming standards of the staff
- Can be involved in the recruitment process of Shop Staff and Sales Executives within his/her domain
- Manage, engage and delegate the responsibilities of the team reporting to him/her
- Conduct the appraisal and assessment of own team members
- Responsible for coaching and training own team members
Sales-supervisor
Zara- inditex, Dubai Holding group
Dubai, UAE
11.2010 - 01.2012
- Discuss about the target in daily basis and minimum sales requirement to observe the target
- Motivate staff for higher performance, Insure that the staffs meet the image profile standard
- Observe the daily staff action performance during the staff sales process with customer
- Ensure the zone coverage of the Team and organize the break schedule
- Perform inventory procedure and assign each Team-member their responsibilities
- Maintain a clean, tidy and customer friendly environment in the shop
Lead- Barista
M.H ALSHAYA, LLC
Kuwait
09.2006 - 07.2008
- Acts with integrity, honesty and knowledge that promote the culture, values and mission of Starbucks
- Maintains a calm demeanor during periods of high volume or unusual events to keep store operating to standard and to set a positive example for the shift team
- Anticipates customer and store needs by constantly evaluating environment and customers for cues
- Communicates information to manager so that the team can respond as necessary to create the Third Place environment during each shift
- Assists with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed
- Contributes to positive team environment by recognizing alarms or changes in partner morale and performance and communicating them to the store manager
- Delivers legendary customer service to all customers by acting with a customer comes first attitude and connecting with the customer
- Discovers and responds to customer needs
- Provides quality beverages, whole bean, and food products consistently for all customers by adhering to all recipe and presentation standards
- Follows health, safety and sanitation guidelines for all products
- Recognizes and reinforces individual and team accomplishments by using existing organizational methods
Education
High School Diploma -
Ramjas College
Karol Bagh, New Delhi03-1996
Skills
- Employee training
- Team building
- Customer service
- Performance management
- Sales analysis
- KPI reporting
- Staff scheduling
- Store opening and closing
- Team building and leadership
- Inventory control
- Customer service and engagement
- Motivational techniques
- Mentoring and coaching
- Sales techniques
- POS systems
References
References available upon request.
Timeline
Customer service leader
IKEA
07.2021 - 02.2022
Assistant store Manager /Customer service manager
Levi Strauss
02.2021 - Current
Guest Experience Manager(seasonal Contract)
Bloomingdales
09.2020 - 01.2021
Store supervisor
Brooks Brothers
06.2018 - 06.2020
Assistant Manager
Zara- inditex, Dubai Holding group
02.2012 - 03.2013
Sales-supervisor
Zara- inditex, Dubai Holding group
11.2010 - 01.2012
Lead- Barista
M.H ALSHAYA, LLC
09.2006 - 07.2008
High School Diploma -
Ramjas College