Nitika Khanna

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Maintained a clean, safe, and organized store environment to enhance the customer experience.
• Developed strong working relationships with staff, fostering a positive work environment.
• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
• Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Managed inventory levels to minimize stockouts while reducing overhead costs.
• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
• Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
• Generated repeat business through exceptional customer service.
• Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.

Provided customer support at Coles Express for an eight-year period.

Currently employed as Assistant Manager.