Pooja Khanna
Hurstville,New South Wales
Summary
Experienced leader skilled at managing daily sales floor operations to provide every customer with positive experiences. Focused on strengthening company brand and maximizing customer loyalty. Effectively partner with team members, customers, and senior leadership to resolve complex situations and maintain long-term satisfaction. Well-versed in assessing sales performance and managing staff performance encouraging positive outcomes. Committed to consistently fostering superior customer service standards and communicating with tact and diplomacy. Outstanding analytical ability and workplace focus. Expertise in administering budgets, training staff and monitoring procedures to maximize efficiency and balance objectives with operational requirements.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Boutique Manager
Kailis Jewellery
08.2023 - Current
- Ordered merchandise with accuracy by verifying back stock and maintaining inventories.
- Devised, implemented and managed promotions to enhance store profits and drive customer engagement.
- Conducted department walk through to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
- Delegated tasks to employees based upon individual strengths and experience in Fine Jewelry and Ready to Wear.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Maintained safe, organized store by keeping aisles free of merchandise and boxes.
- Collaborated with internal personnel and clientele to improve store operations and address concerns quickly.
- Checked inventory system to locate items at other stores, improving sales rates.
- Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
- Increased sales on consistent basis by developing key customer relationships.
- Reviewed inventory and sales records, tracked trends and reported on activities to senior management for use in key decision making.
- Processed credit card payments and counted back change and currency with 100% accuracy rate.
- Taught junior employees how to meet operational and sales goals with proactive strategies.
- Mentored newly hired Associates in upselling techniques, customer relations and problem solving to improve sales expertise.
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
- Analyzed sales reports to identify best-selling items and adjust buying decisions accordingly.
- Established clear performance expectations for staff members, fostering accountability through regular reviews and feedback sessions.
- Created an engaging social media presence for the boutique, attracting new clientele via targeted marketing campaigns.
- Assisted in the recruitment process of new staff members, contributing valuable insights on candidate fit within the team dynamic.
- Streamlined daily operations by implementing efficient processes for scheduling, ordering, and merchandise management.
- Maintained a visually appealing store environment by adhering to company merchandising guidelines and standards.
- Developed a loyal client base by building strong relationships and offering exceptional service.
- Resolved customer complaints with professionalism, ensuring a positive shopping experience for all guests.
- Managed store inventory effectively to maintain optimal stock levels and minimize shrinkage.
- Trained staff in sales techniques, resulting in improved team performance and increased individual targets.
- Conducted regular competitor analysis to stay informed on industry trends and adjust pricing strategies as needed.
- Coordinated special events to promote the boutique's brand, driving foot traffic and generating media coverage.
- Enhanced customer satisfaction by providing personalized styling advice and product recommendations.
- Increased sales through effective visual merchandising and creative window displays.
- Collaborated with buyers to select seasonal inventory aligned with current fashion trends and customer preferences.
- Created comfortable and inviting boutique environment to make customers feel welcomed and happy to make purchases.
- Collected and analyzed KPI information to track trends and make proactive changes to business operations plans.
Sales Supervisor
Tiffany & Company
06.2017 - 05.2023
- Collaborated with other departments to ensure seamless communication and smooth workflow across teams.
- Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.
- Played a pivotal role in the operational effectiveness of the Westfield team and store since the opening in 2017.
- Hired, trained, and developed employees to meet business needs.
Utilized exemplary Tiffany Strategic Selling skills through Power of Blue to effectively identify customer needs and close sales. - Delivered customer service excellence through words and actions while engaging every customer in an interaction that resulted in the highest level of customer satisfaction.
- Supported team members by assisting in upselling products and services and closing sales with customers.
- Led and promoted the culture of customer focus, product knowledge and production solutions to build loyal customer base.
- Developed and maximized the customer database through the Salesforce, SDR tracker, Tiffany Blue Book and other sales tools provided to achieve annual sales targets and build positive relations with both internal and external clients.
- Led and executed inventory audits by counting stock-on-hand and reconciling discrepancies.
Oversaw merchandising standards in accordance with both the visual merchandise directives and Tiffany & Co standards. - Ensured the adherence of security policies in accordance with the Tiffany & Co Policies and procedures.
- Collaborated with key stakeholders to develop strategies and recommendations based on sales trends.
- Identified employee skill gaps and provided support through enhanced training and personal mentoring.
Sales Professional
Tiffany & Company
10.2015 - 06.2017
- Supported client queries, shared product knowledge and researched pricing and availability.
- Assisted clients with merchandise selections using consultative and strategic selling skills in accordance with the Tiffany & Co training standards.
- Collaborated with other sales team members to share selling strategies and gain new insights.
- Ensured an accurate and efficient maintenance of stock, simultaneously ensuring that the merchandise is displayed in accordance with both the visual merchandise directives and Tiffany & Co Standards
- Proficient in use of Point of Sales, JDE and Gift Registry systems
Guest Service Agent
Intercontinental Hotels Group
12.2014 - 10.2015
- Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Participated in ongoing training programs to stay current on industry trends and best practices in hospitality services.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
Instructional Designer (Business Analyst)
Deloitte Consulting India Pvt. Ltd, Human Capital
11.2011 - 01.2014
- Worked on 4 key projects for Deloitte under a high level of pressure to deliver all the client deliverable on time.
- Developed curriculum and learning materials to increase comprehension.
- Created client deliverables for training development projects as a part of on-going ERP implementations at the client site.
- Utilized knowledge of industry best practices to improve upon existing training methods.
- Developed an understanding of clients' business processes while working on ERPs such as SAP, Uperform, STT, Articulate, Captivate, MS Word, PowerPoint
- Developed training content development skills utilizing recording tools such as, Uperform, STT & Captivate
- Awarded Spot award for Tech Adoption project that involved creation of course curriculum, Business Process Procedure (BPP) editing standards, Style Guide, Prototypes for Job aids such as Instructor led training (ILT) and Quick Reference guides (QRGs)
- Achieved recognition in the other projects that required creation of ILTs, editing and reviewing the existing modules, editing, reviewing, and recording BPPs documents for SAP transactions.
- Imparted training to team members on the tool (Uperform) used for the deliverable or on guidelines, provide solutions to all the functional/technical issues faced by the team and provide detailed instructions for the team to follow.
Education
Bachelor of Science - B.Sc.: Hospitality & Hotel Administration
Institute of Hotel Management
Jaipur India06.2008
High School Diploma -
Sophia Junior College
Mumbai, India06.2005
Skills
- Shrinkage Control
- Tracking Sales Metrics
- Task Delegation
- Sales Strategies
- Schedule Management
- Employee Development
- Complaint Resolution
- Organizational Skills
- People Skills
- Customer Service
- Planning & Organizing
- Store Operations
Certification
- Taj Lands’ End, Mumbai, India - Catering Sales Executive
- Masala Bay, Taj Lands, Mumbai, India - Restaurant Manager
- Atrium Lounge, Taj Lands’ End, Mumbai, India - Assistant Restaurant Manager
Timeline
Boutique Manager
Kailis Jewellery
08.2023 - Current
Sales Supervisor
Tiffany & Company
06.2017 - 05.2023
Sales Professional
Tiffany & Company
10.2015 - 06.2017
Guest Service Agent
Intercontinental Hotels Group
12.2014 - 10.2015
Instructional Designer (Business Analyst)
Deloitte Consulting India Pvt. Ltd, Human Capital
11.2011 - 01.2014
Bachelor of Science - B.Sc.: Hospitality & Hotel Administration
Institute of Hotel Management
High School Diploma -
Sophia Junior College
- Taj Lands’ End, Mumbai, India - Catering Sales Executive
- Masala Bay, Taj Lands, Mumbai, India - Restaurant Manager
- Atrium Lounge, Taj Lands’ End, Mumbai, India - Assistant Restaurant Manager
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