Mukesh Kumar

Add: -B-4/444 Nand Nagri Delhi 110093

Co. No +91-7042133248
Mail id -mukeshnagar3333@gmail.com
Enthusiastic and ambitious customer service specialist with wide-spread transferable skills in
management, sales, and operations. Exceptional ability to connect with people and understand
their wants, needs, and desires and delivering legendary service on every interaction.
2021 Jun - Present
Area Sales Manager
Chqbook
Sales of a company's products or services throughout the Delhi U.P Punjab Jaipur North india Metro
wholesale
stores. Manage and support the various sales teams in their region, ensuring that they reach
their sales targets and remain motivated.
Roles and responsibilities:
1)Sales of loyalty program: Achieving the targets of loyalty cards by acquiring new customers.
2)Handling store team and team leader: Handling team members and team leaders to get the
target and carry out the day-to-day operations.
3)Hiring and training: Hiring and training the new team.
4)Keeping a good relationship with the Client: Keeping a good relationship with the Metro
team to get the best support from them.
5)App download: Increase the app download to improve customer engagement in the app.
6)Maintaining the store team and their operation at 8 stores in Karnataka
7)Placing and training new team for new opened Metro stores
Summary
Work experience
2011 Sep – 2021-Jun-2021
CRM Sr.Team Leader
Metro cash and carry
Planning and delivering CRM strategies across the company encouraging customer retention and
customer loyalty. Working closely with all departments to ensure the CRM works effectively for all
aspects of the company. Overseeing direct communications with customers through the CRM.
Roles and responsibility:
1)Telecalling and Telesales: Increasing Buying conversion and buying frequency of Customer
though
telecalling.
2)Inbound and outbound calls handling: Entire Store Inbound and outbound customer calls
management.
3)New customer acquisition and business development: New customer acquisition, new
market
development through customer acquisition team. Every month Average new customer
acquisition is 900.
Three Times Highest customer acquisition in Pan India.
4)Customer loyalty program Management: Increase Sales of loyalty program to existing and
new
acquired customer. Average loyalty program conversion per month 1600.
5)NPS and CSAT management : Increase CSAT and NPS scores of store by providing, valued and
timely
service to customer.
6)AST and SR management : Decreasing the AST(Average solving time) of customer complaint
and ensure
all service requests are closed.
7)Customer relationship management (MCRM) : Back-end administration of MCRM software to
manage
new customer registration, sales, complaint, payment and loyalty program management .
8)Front office management: Customer entrance ,reception and customer help desk
management.
9)Roaster, shrinkage and Attrition management: Handling 20 people Roaster, shrinkage and
Attrition.
10)Supervision: Supervise the work of office, administrative, or customer service employees to
ensure
adherence to quality standards, deadlines, and proper procedures, correcting errors or
problems.
11)Training and guidance: Provide employees with guidance in handling difficult or complex
problems or in
resolving escalated complaints or disputes. Train or instruct employees in job duties or company
policies
or arrange for training to be provided.
12)Marketing and events management: Managing In-store and out-store, marketing activities.
Achievements:
Awarded as Best team leader in store
Awarded as Best team leader in Pan India Strengths and weakness
Strengths: Weakness:
1)Continuous Learning Patience 1) Patience
2)Taking Initiative Focused 2)Focus
3)Flexibility Self-criticism 3)Self criticism
4)Team management
5)Multi-tasking
Skills
Team management.
Leadership.
Problem solving.
Time management.
Adaptability and flexibility for new opportunity.
Technical Skills
Microsoft office package
MCRM
Oracle GMS
CAS
NPS
Mpos
Fareye
Projects
1) Customer satisfaction in VRL courier survey.
2) Technical analysis of select equity stocks in Celebrus capital limited.
3) Survey of packed coconut water in Chandigarh
BA
Agra university
Specialized in Marketing
Father name: Raj veer Singh
Mother name: Ram Beti
Total family members: 4
Marital status: Married
Date of birth: 15/08/1988
Gender: Male
Nationality: Indian
Religion: Hindu
Hobbies: Watching movies, reading books and cycling. Playing Cricket
I hereby declare that all the above mentioned information given by me is true and correct to the
best of my
knowledge and belief