Sangam Verma
Pukekohe,New Zealand
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
17
17
years of professional experience
Work History
Sales and Service Manager
farmers
Auckland, Auckland
03.2020 - Current
- Tracked competitor activities and identified potential threats or opportunities.
- Prepared weekly and monthly reports on sales progress against targets.
- Created incentives programs designed to increase sales volume.
- Implemented effective strategies for upselling or cross-selling products and services.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Conducted market research and reported on competitors.
- Actively participating in store health and safety, and maintenance operations to minimize hazards and risks.
Operations Manager
Farmers
Auckland
07.2019 - Current
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Training and development of the team by continuous follow-up about their progress, mentoring them where they need me.
- Health and safety management by implementing company rules, setting up procedures with the help of health and safety advisors, and filing incident reports on the eco portal.
- Monthly ladder checks, compiling all incidents for four weeks, checking chemicals in the bottle used on the floor day-to-day cleaning, height checks for fire and safety, and taking health and safety meeting with all representatives from various organizations within the company were the core objectives to achieve on a daily basis.
- Creating a loss prevention culture in the store by educating the team about deterring over-apprehending, keeping the health and safety of the employees in mind.
- Overseeing payroll management by checking daily and weekly Datacom reports.
- Maintenance management by using Maintenance Connection online and prioritizes tasks as per urgency to reduce the cost.
- Contractor management includes maintaining records using 'Who is on Location' software and inducting new contractors for health and safety, as well as fire exit procedures in the building.
Department Manager
Farmers
Auckland
07.2012 - Current
- Lead and manage a team of 30 employees in the Department, ensuring that all tasks are completed efficiently and on time.
- Developed strategies to improve customer service and increase sales by 10% within 6 months.
- Coached and trained new staff members, providing guidance on department policies and procedures.
- Ensured compliance with all safety regulations in the workplace.
- Conducted regular performance reviews to monitor progress of individual employees.
- Analyzed weekly reports to identify areas for improvement in operations, budgeting, and staffing levels.
- Resolved customer complaints promptly and professionally in order to maintain good relationships with clients.
- Collaborated with other departments to ensure smooth flow of operations across multiple teams.
- Enforced safety rules and other policies to protect employees and minimize company liability.
Store Manager
Subway
Auckland
04.2010 - 07.2012
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Monitored inventory levels and placed orders to restock shelves.
- Developed strategies to maximize sales and profitability.
- Established customer service standards and monitored staff compliance.
- Recruited, trained and supervised new employees.
- Ensured compliance with safety regulations and company policies.
- Managed daily banking activities such as deposits and withdrawals.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Prepared staff work schedules and assigned team members to specific duties.
- Created and implemented health and safety procedures, as per company policy, to ensure a safe working environment.
Crew Trainer
Burger King
Auckland, Auckland
11.2007 - 07.2009
- Developed and implemented training programs to ensure crew members were adequately prepared for their roles.
- Conducted onboarding sessions with new hires, providing them with an overview of company policies and procedures.
- Monitored performance of crew members in the field, providing feedback and guidance when needed.
- Strongly implementing health and safety measures during the shift.
- Servicing equipment and machinery used in the store for safe operation.
- leading health and safety meetings to spread awareness of hazards and incidents and how we can avoid in the future.
Education
Certificate in Retail Level 4
Service I.Q New Zealand02-2014
GED -
Auckland University of Technology
Auckland, NZ02-2008
Bachelor of Science - Information Technology
Kurukshetra University
India03-2006
Skills
- CRM
- Technical Support
- Sales operations
- Sales Presentations
- Project Management
- Handling Escalations
- Talent Development
- Report Preparation
- Audit Support
Languages
English
Professional
Hindi
Professional
Punjabi
Professional
References
References available upon request.
Timeline
Sales and Service Manager
farmers
03.2020 - Current
Operations Manager
Farmers
07.2019 - Current
Department Manager
Farmers
07.2012 - Current
Store Manager
Subway
04.2010 - 07.2012
Crew Trainer
Burger King
11.2007 - 07.2009
Certificate in Retail Level 4
GED -
Auckland University of Technology
Bachelor of Science - Information Technology
Kurukshetra University
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