Sonia Verma
Summary
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with a diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
6
6
years of professional experience
Work History
Assistant Manager
Poundland And Dealz
Hayes, London
08.2019 - 07.2021
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Reduced financial discrepancies to minimize threats to health and productivity of business.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Directed promotion and brand loyalty efforts to build direct relationships with customers.
- Developed strategy to increase sales and drive profits.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
- Created employee schedules to align coverage with forecasted demands.
- Strengthened operational efficiency to remain cost-effective while maintaining quality service.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Mentored team members to enhance professional development and accountability in workplace.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
Customer Service Manager
Ladbrokes PLC
Hounslow, London
04.2011 - 02.2014
- Delivered consistently exceptional customer service and ensured great customer journey, resolving complaints and issues when necessary.
- Ensuring compliance with the following;
- Health and Safety procedures
- Responsible Gambling and Self-Exclusion Guidelines
- Security procedures
- Think 21
- Cost Control
- Maintaining high shop standards, taking pride in the shop and ensured all colleagues adhere to the company uniform policy.
Ensuring the shop is clean and a shop tidy is completed at regular intervals when on duty.
- Ensuring all the team members understand the company's product offering, both in shop and online to enable them to have confident conversations with customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
Cashier
Ladbrokes Plc
Bedfont, London
06.2010 - 03.2011
- Greeting customers, taking money and accepting bets.
- Making payments to those who win.
- Updating the display boards that show current betting opportunities.
- Overseeing the betting terminals.
- Keeping the counter area clean and tidy.
- Balancing the takings at the end of the day.
- Dealing with customers in a socially responsible way.
- Being alert to any potential fraud, underage gambling or other illegal activity, and taking action to prevent it.
Education
MBA - Business Management
British Institute of Technology And Ecommerce
East London11.2011
Skills
- Managing Operations and Efficiency
- Building Customer Relationships and Loyalty
- Cash Register Operations
- Engaging with Diverse Customers
- Strong Communication and Interpersonal Skills
- Staff Management
- Sales growth
- Operations management
- Employee scheduling
- Training
- Recruiting and interviewing
- Employee performance evaluations
- Staff supervision
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Assistant Manager
Poundland And Dealz
08.2019 - 07.2021
Customer Service Manager
Ladbrokes PLC
04.2011 - 02.2014
Cashier
Ladbrokes Plc
06.2010 - 03.2011
MBA - Business Management
British Institute of Technology And Ecommerce
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