Poonam Mishra

Responsibilities:

• Handling high call volumes while maintaining a courteous and professional demeanor.
• Managing customer escalations to relevant teams or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
• Identifying opportunities during interactions with customers for promoting additional products and services.
• Developing strong relationships with clients by consistently exceeding expectations in handling requests or concerns.

Achievements:

• Exceeding performance targets consistently by maintaining strong call control and calm in stressful situations.
• Part of GEO routing testing pilot sessions.
• Winner of contests "Highest health check interactions" and "Highest Live better registrations"

Responsibilities:

• Leading and coaching the team to build capability and develop future leaders.
• Ensuring that the stores KPI's (sales and customer service) are met through effective planning and execution with the leadership team.
• Meeting the store financial and customer service targets, monitoring and analysing performance and compliance.
• Developing a harmonised team culture, setting clear accountabilities, developing the capability for high performance, and ensuring a safe workspace where all team members are respected.
• Ensuring the effective implementation of the agreed customer sales model within the store and our guidelines on Doing Good Business Responsibly.
• Recruiting new team members, overseeing learning, and conducting scheduled performance reviews for the team.

Achievements :

• Successfully implemented variation management tool and concepts of emotional selling to upskill the team members.
• Consistently exceeding the preset monthly and yearly targets.
• Increased NPS result from 59% to 73%.

Responsibilities:

• Support the Franchisee/Proprietor in all aspects of the store and manage it in their absence.
• Create an exceptional customer experience and provide up-to-the-minute styling advice.
• Drive sales results to reach budgets and targets.
• Motivate, coach, and develop the in-store team.
• Manage new stock deliveries and merchandise the store.
• Resolving customer complaints and making quick decisions to provide timely and accurate services.
• Back of house paperwork, including rosters and payroll.

Achievements:

• Applied KPI knowledge to make strategic commercial decisions that led to: Increase of Tech Services by 40%, Increase of Network Security by 80%, Increase of Optus connections by 60%.
• Top performer for the financial years 2016-2017, 2017-2018, and 2019-2020.
• Part of the two-million-dollar sales club.

Responsibilities:

• Preparing accounting books and financial statements for individuals and businesses.
• Filling income tax, service tax and VAT returns of individuals and businesses.
• Ensuring cost control procedures were followed and making changes where required.

Achievements:

• Consolidated various divisions relating to accounts and tax resulting in greater efficiency and cost savings.

Responsibilities:

• Servicing the customers.
• Helping new colleagues to understand the job profile and buddy up with them to ensure they grow in their learning curve.
• Up selling and selling additional products with proper need analysis.
• Dealing with customer feedback and taking appropriate actions.

Achievements:

• Was made the head of 'Operation Steel' which included responsibility for stock loss, adherence to designated procedures, security, and correct procedure of dealing with cash.
• Consistently featured amongst the 'Top 3 performers' in U.K.
• Scored 95% in mystery shopping thus helping the store to earn its bonus.