HARISH OJHA

358, 5th main Road, New layout Kamakshipalya, Bangalore-560079.

Phone: +917019993577 E-mail: harishojha74@gmail.com

JOB OBJECTIVE: Seeking assignments in the areas of Marketing/Operations / Sales/ Customer Service Operations
across the service sector, providing excellent professional as well as personal growth
PROFILE

❖ Competent and result oriented professional offering around 8+ years of experience across Retail Store
Management, Sales, Marketing, Merchandising, Business Development, Customer Relationship
Management, Strategic Planning and Team Management; currently spearheading as Store Manager with
MI Homes (Xiaomi India Pvt Ltd.)
❖ Dexterity in assessing changing market environments with an insight into the domains of market research,
customer relationship management and business development; capable of establishing new milestones through
evolved managerial skills.
❖ Exceptional sales & distribution skills with an innate ability to strike a rapport with clients instantly.
❖ Motivated and goal driven with a strong work ethics, continuously striving for improvement coupled with
excellent administrative aptitude with an eye for detail and the commitment to offer quality work.
❖ Confident & poised in interactions with individuals at all levels backed by focused energies and multi-tasking
abilities.
❖ A systematic, organized, hardworking and dedicated team player with an analytical bent of mind, determined to be a
part of a growth-oriented organization.
❖ Demonstrated ability to manage human, financial and material resources towards the achievement of stated
objectives, to plan and manage work programmers and to lead, motivate and provide effective guidance to a team
of professional and support staff.

Core Competencies:

✦ Sales ✦ Business Development ✦ Retail Store Management ✦ Customer Service ✦ Merchandising ✦

✦ Strategic Planning ✦ Team Management ✦ Record Setting ✦ Stress Management ✦ People Management ✦
✦ Strong Interpersonal Skills ✦ Sharp Analytical Skills ✦ Effective Leadership Skills✦ Communication Skills
IT Skills:
Operating System: MSDOS, windows XP
Application Software: MS office, SAP
Database Applications: CRM,
Billing Applications: SAP, JPOS, MPOS

Professional Current Experience:

MI Homes (Xiaomi India Pvt Ltd.) - from May 2018 – Present

Managing 3,000Sq feet retail floor Giving best in industry customer servicein all aspects.

Key Accountabilities:

❖ Retail Operations: Responsible for achieving the stores Sales & Margin Budgets. Managing day to day

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 resources, cost control without compromising on quality, Organizing and maintaining store merchandise
according to merchandising layout or planogram. Analyzing Sell thru of the product and giving suitable
feedback to the buyer team.

❖ Inventory Management: Tracking and maintaining inventory levels in the store for all the items required.
Studying and preparing plans for non-moving inventory. Efficiently managing the inventory levels thereby
ensuring optimum use of inventory. Administering the management of non-moving inventory and ensuring
regular disposal of surplus inventory, proper documentation of inventory. Planning and handling of stock takes
process and daily cycle count.

❖ Customer Relationship Management: Maintaining cordial relations with customers to sustain the profitability of
the business. Maximizing customer satisfaction level, monitoring customer complaints, providing efficient
services. Handling customer grievances and resolving issues. Driving Customer / Brand Retention and loyalty
programs via customer centric processes.

❖ MIS: Accountable for database preparation, updating and maintenance, administration for the entire database and
presenting the same to the management, based on their requirements. Bringing together
daily/weekly/monthly/quarterly reporting and sales analysis and presenting the same to the management for
facilitating the decision-making process. Maintaining a sales dashboard.

❖ Team Management: Imparting / organizing training programs for achieving pre-planned business targets.
Leading, training and monitoring the performance of team members to ensure efficiency in sales operations and
meeting of individual & group targets. Giving the team complete insight into performance and tools to achieve
positive results.

❖ To Provide continual customer, vendor, associate & competitive feedback to appropriate members of
management.

❖ To execute all the marketing and promotion plans spelt out by the management and measure the derived results.

❖ HR activities: Recruitment, Compensation Planning, Attendance and leave report maintenance.

❖ Warehouse management: Handle the Inventory movement at Store level with the help of proper process of
stock movement as like, Inword, Outword, GRDC, DO, ASN ect..

❖ Managing CSD: Supporting and guiding call center team on their day-to-day activity, training team on better
customer service. Collecting customer feedback on improving the quality of service and product and updating the
HO team on the same.

❖ Responsible for ensuring the Retention of customers with core priority as objective.
❖ Accountable for managing and improving customer interaction at the Public office.
❖ Ensuring 80 % FTRs are provided at PO and Repeat walk-in to be kept below 5 %.
❖ Ensuring that the Churn Ratio is maintained and the Retention needs to be 70%, also ensuring the Churn target
❖ Regular training/briefing/coaching and updating for the product and process knowledge. Followed with audit and
test periodically.
❖ Accountable for escalation of issues and resolution follow-ups, refund process for product viz. – prepaid, postpaid
– mobile.
❖ Ensure that the entire team has thorough Knowledge on Products and Processes
❖ Having thorough knowledge of systems viz. Arbor, CRM, Dispatch, POS, JPOS and SAP.
❖ Responsible for handling Store managing Prepaid Sales in achieving the Store Target.

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 Achievements:

❖ Awarded Certificate from Quality & Service Assurance JIO Center for scoring 98% result on Products and
Services.
❖ Topper in Product Quiz & Runner-Up at the JIO Product Quiz (Karnataka)
❖ Awarded Certificate from Jio Center for achieving the Retention Target of 100% consecutively for 3-months and
being the Topper individually as well.

Training & Programmers:

❖ Attended “COMMUNICATION SKILLS” workshop organized by The JIO Teleservices Ltd

Other responsibilities

Daily store operations.

Cash Management (Co-ordinate with Commercial Manager)
Daily store Audit.
Recruitment.
Indent/ Requirement.
Warehouse Activities
Store & Individual Target tracking.Brand
Promotions (New Launches).
Loyalty Database maintenance. (Co-ordinate with Marketing Dept).

Reliance Retail Ltd - June 2014 – April 2018

Store Manager (Reliance Digital Xpress)

Managing 1200 Sqft of retail floor which have 52 Brands, Giving best customer service in all aspects

Roll & Responsibilities

• Daily store operations.

• Handling customer complaints and returns
• Liaising with the suppliers to ensure that stock is delivered on time
• Daily Check List
• P&L
• MIS
• Warehouse Activities
• Customer Experience Management
• Team Handling Management
• Team Motivation Management
• Individual Staff Sales Tracker
• Inventory management
• Staff Roaster management
• Staff Incentives Tracker
• Cash Management
• Daily store Audit.
• Recruitment.
• Indent/ Requirement.
• Store & Individual Target tracking.
• Brand Promotions (New Launches).
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 • Loyalty Database maintenance. (Co-ordinate with Marketing Dept).

Responsible for ensuring the Retention of customer with core priority as objective.

• Accountable for managing and improving customer interaction at the public office.
• Ensuring 80 % FTRs are provided at PO and Repeat walk-in to be kept below 5 %.
• Ensuring that the Churn Ratio is maintained and the Retention needs to be 70%, also ensuring the Churn target
• Regular training/briefing/coaching and updating for the product and process knowledge. Followed with audit
and test periodically.
• Accountable for escalation of issues and resolution follow-ups, refund process for product viz. – prepaid,
postpaid – mobile.
• Ensure that the entire team has thorough Knowledge on Products and Processes
• Having through knowledge of systems viz. Arbor, CRM, Dispatch, POS, JPOS and SAP.
• Responsible for handling Store managing Prepaid Sales in achieving the Store Target.

Achievements:

• Awarded Certificate from Quality & Service Assurance JIO Center for scoring 98% result on Products and
Services.
• Topper in Product Quiz & Runner-Up at the JIO Product Quiz(Karnataka)
• Awarded Certificate from Jio Center for achieving the Retention Target of 100% consecutively for 3-months
and being the Topper individually as well.

Training & Programmers:

• Attended “COMMUNICATION SKILLS” workshop organized by The JIO Teleservices Ltd

Sony Electronics India – from Feb 2011 – May 2014

Floor Manager (Retail store)

❖ Responsible for maintaining the floor as per retail standards for the customers.
❖ Manage the department by ensuring exceptional performance and excellent customer services.
❖ Assist customers in all aspects of store services including handling complaints and enquiries.
❖ Train and supervise employees.
❖ Manage weekly inventories.
❖ Co-ordinate sale promotion and provide sale targets.
❖ Following up on fulfillment of customer’s order.Coordinating with vendors and warehouse on delivery of the product
to the customers and accordingly sending POs to the vendor. Coordinating with the buyer’s team on the new product
launch and getting the new launch product to the store in stipulated time and raising STO’s asper the required
quantity.

Training, Programmers and Accolades:

❖ Successfully completed Store Guru programmer.

❖ Achieved 1st Position in Karnataka during the period of Diwali offer for Achieving the Target by 138%.

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LG electronics India – Direct Sales Team – from Jan 2009 till Dec 2011

Sales Executive:
Key Achievements:

❖ Successfully handled sales & increased the market base by making Tie-ups with new companies.
❖ Promoted as Team Leader, Executed and monitored the sales and handled a team to ensure benefit in shortperiod

EDUCATION & Qualifications:

BSC in Biology from Jiwaji University Gwalior (M.P.)

Personal Profile:

Name : Harish Ojha

Date of Birth: : 2nd Feb
Marital status: :Married
Father’s Name : Suresh Ojha
Languages Known : English, Hindi, Kannada
Address : #358, 5th main Road, New layout,
Kamakshipalya, Bangalore-560079.

Place: Bangalore (Harish Ojha)

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