NIKHILESH SHETTI (Nikh)
North Ryde,Australia
Summary
Seasoned professional with 20+ years of experience in Customer relations, Sales & Operations. Demonstrated in multiple dimensions of Retail Services which also includes fuels, lubricants, automobile. In-depth knowledge of managing daily operations, attaining sales goals, recruiting, training new staff, handling budgets, taxation, audit & legal compliance, ensuring customer and staff safety and reporting to multiple stakeholders.
Overview
29
29
years of professional experience
Work History
Intraday Specialist
IKEA Australia
11.2022 - Current
- Monitoring daily operations in relation to forecasts and respond to deviation & call volumes for effective business outcomes.
- Ensure volume forecast against actual demand and trends in order to determine if resources are necessary to support the call centre.
- Monitor queue times and abandon rates on all queues across channels and skills in order to meet the key performance indicators.
- Constantly ensure that demand and supply match and take measures in order to secure consistent performance.
- Develop and maintain close collaboration with managers and team leaders in order to understand needs and feed back to Remote Team Leaders to achieve best customer experience.
- Generated reports to track performance metrics of team members.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Resolution Co-Worker
IKEA Australia
07.2021 - 11.2022
- Provided customer service by responding to inquiries, resolving complaints, and addressing issues in a timely manner.
- Collaborated with other departments to resolve any issues during deliveries and assemblies.
- Meeting service level agreements and KPI's.
- Communicated regularly with supervisors regarding progress of projects and completed tasks.
- Trained in complex order process such as kitchen, delivery & assembly, payments, IVR process etc.
- Collaborated with in Store Operations, Vendors to find resolutions in accordance with policies and procedures to ensure the customer satisfaction.
- Stay informed of promotional offers, store activities and national marketing campaigns.
Retailer Sairam Enterprise (Fuel Station)
Shell India Market’s Private Ltd - Pune India
12.2006 - 02.2020
- As a proprietor of 4 Shell Sites, was accountable for complete Operations, Sales & Service to achieve business outcome.
- Handled 120+ employees for 4 sites which comprises of customer service assistants, supervisors & shift managers.
- Ensure that all HSE regulations and guidelines are observed and followed by the staff and customers
- Built long-term customer and vendor relationships and was instrumental in conflict resolution
- Recruitment and onboarding Interview including Training & coaching the employees
- Met and exceeded company sales growth with turnaround of 2.16 million liters per month of fuel & 2.1 millions of convenient stores sale
- Conducted continuous stocktaking for effective inventory management.
- Periodic review of budgets and financial planning.
- Analyzing sales figures and forecasting future sales volumes to maximize profits and P & L Reporting to Shell India Marketing Corporate teams.
- Supervise accountants, Accounts Payables and Receivables, cash flows and payroll functions.
Service Manager
Ford Motors - Caculo Ford, Goa -India
01.2000 - 11.2006
- Technical automobile knowledge and expertise in the diagnosis and repair of major defects in motor equipment and the use of tools and operation of equipment, including computer diagnostic equipment, utilized in the automotive technician trade
- Inspected Accidental vehicle repairs section and helped customer in the insurance formality.
- Successfully managed a team of 24 which includes service technicians, dispatcher, Service Advisors, Accident Repairs, Customer support desk to address customer concern.
- Walkthrough the customer with the repair & Maintenance cost and developed ways to improve sales and retention of customers.
- Driving initiatives & Roadshows such as tyre, battery and road hazard pre-monsoon check campaigns.
- Enabling new service advisors training, coaching and monitored their progress.
- Requisitioned materials and supplies, such as tools, equipment or replacement parts through numerous vendors.
Sales Executive - Ashok Leyland Motors
Shiv Samarth Motor Goa, India
09.1997 - 09.1998
- Identified new potential markets and developed plans for targeting them.
- Attended industry events to build relationships with key contacts in the field.
- Generated reports summarizing sales performance metrics and presented findings to management team.
- Negotiated contracts with clients on behalf of the company.
- Responded promptly to inquiries from potential customers about product features or pricing plans.
Supervisor for Tata Motors
AshokCaculoN D Naik Dealer, Goa India
08.1995 - 08.1997
- Performed scheduled maintenance services such as oil changes, lubrications, and tune-ups.
- Diagnosed mechanical problems using computerized diagnostic equipment.
- Tested drive truck components including steering systems, transmissions, and differentials.
- Replaced air filters, fuel filters, spark plugs, brake pads and other wear items.
- Installed new engines into vehicles using hoists and other specialized tools.
- Preformed overhauls and repairs engines and transmissions on diesel engine
- Repaired hydraulic components, power steering, pneumatic components
Education
Post Graduate Diploma In Business Administration - Operations Management
Symbiosis Centre of Distance Education
Pune India10.2014
Bachelor of commerce -
Periyar University
11.2009
Apprenticeship 3 years program for Motor Mechanic -
TELCO INDIA
03.1995
Skills
- Customer Relations
- HSE regulations compliance & Emergency Response
- Customer and Vendor relationship building
- Inventory management
- Financial planning and analysis
- Time management abilities
- Business Development
- Problem-Solving & Analytical Skills
- Effective Communication
- System & Tools knowledge -Microsoft products (Word, Excel, Powerpoint, Power BI) Genesys, Verint, Kronos system
Activities
- Driving and exploring new places
- Playing electronic games & watching action movies
- Exploring more on mechanical and new inventions in automobile, space or machines
Languages
English
Professional
Hindi
Professional
Timeline
Intraday Specialist
IKEA Australia
11.2022 - Current
Resolution Co-Worker
IKEA Australia
07.2021 - 11.2022
Retailer Sairam Enterprise (Fuel Station)
Shell India Market’s Private Ltd - Pune India
12.2006 - 02.2020
Service Manager
Ford Motors - Caculo Ford, Goa -India
01.2000 - 11.2006
Sales Executive - Ashok Leyland Motors
Shiv Samarth Motor Goa, India
09.1997 - 09.1998
Supervisor for Tata Motors
AshokCaculoN D Naik Dealer, Goa India
08.1995 - 08.1997
Post Graduate Diploma In Business Administration - Operations Management
Symbiosis Centre of Distance Education
Bachelor of commerce -
Periyar University
Apprenticeship 3 years program for Motor Mechanic -
TELCO INDIA
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