MAHENDRA SURIYANARAYANAN
CHENNAI
Summary
Positive Regional Operations Manager with an optimistic attitude toward striving to be the best in terms of performance and customer satisfaction. Proficient at carrying out regular operational reviews and leading regional management teams. Knowledge of budgeting, succession planning and performance management.
Overview
15
15
years of professional experience
Work History
Regional Operations Manager
Vapor Maven Retail
2023.11 - Current
- Reduced operational risks while organizing data to forecast performance trends.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
- Established and maintained 50 vendor partnerships.
- Compiled and drafted 1 report that combined all the pertinent data needed for effective accuracy and disk delivery each day.
- Established long-term customer relationships through prompt and courteous service.
- Picked products for specific routes according to pick sheets.
- Forecasted manpower requirements based on daily workload and company targets.
- Tracked time spent on assignments each day for productivity reporting.
- Analyzed market trends and customer feedback to develop new strategies for improving operations.
Store Manager
E City General Trading Llc
2021.12 - 2023.12
- Completed point of sale opening and closing procedures.
- Cross-trained and backed up other customer service managers.
- Adhered to all confidentiality requirements at all times.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Met all customer call guidelines including service levels, handle time and productivity.
- Solved unresolved customer issues.
- Provided accurate, specific and timely performance feedback for CSRs.
- Identified individual development needs with appropriate training.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
Store Manager
Tata Croma ( Infiniti Retail Pvt Limited )
2013.08 - 2021.12
- Supervised a sales force of 30 sales associates and three retail stores.
- Spearheaded cross-functional initiative to achieve a 35% sales improvement
- Trained, coached and mentored staff to ensure smooth adoption of new program.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Reduced overtime by 10% through schedule adjustments and staffing adjustments..
- Rotated merchandise and displays to feature new products and promotions.
- Managed inventory control, cash control, and store opening and closing procedures.
Area Sales Manager
Al Power Generators
2011.12 - 2013.07
- Developed weekly, monthly and quarterly executive presentations and reports to facilitate project evaluation and process improvement.
- Directed planning, budgeting, vendor selection and quality assurance efforts.
- Supervised the work of 160 team members, offering constructive feedback on their work performance.
- Reviewed sales, customer concerns and new opportunities to drive business strategy at weekly planning sessions.
- Directed quality assurance efforts to maximize customer satisfaction and minimize errors.
- Assessed vendor products and maintained positive vendor relations.
Customer Care Operations Manager
Samsung Electronics
2009.08 - 2011.12
- Met all customer call guidelines including service levels, handle time and productivity.
- Cross-trained and backed up other customer service managers.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Strong leader of customer support staff.
- Facilitated inter-departmental communication to effectively provide customer support.
- Identified individual development needs with appropriate training.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Devised and published metrics to measure the organization's success in delivering world class customer service.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Introduced new methods, practices, and systems to reduce turnaround time.
Education
MBA - Business Administration
C.V Raman University
Chandigarh, India10.2017
Bachelor of Science - Business Administration
University of Madra
Chennai, India09.2006
Skills
- Budget Knowledge
- Inventory Monitoring
- Compliance Management
- Staffing Oversight
- Excellent Interpersonal Skills
- Data Analysis
- Revenue Generation
- KPI Tracking
- Schedule Management
- Cost Control
Timeline
Regional Operations Manager
Vapor Maven Retail
2023.11 - Current
Store Manager
E City General Trading Llc
2021.12 - 2023.12
Store Manager
Tata Croma ( Infiniti Retail Pvt Limited )
2013.08 - 2021.12
Area Sales Manager
Al Power Generators
2011.12 - 2013.07
Customer Care Operations Manager
Samsung Electronics
2009.08 - 2011.12
MBA - Business Administration
C.V Raman University
Bachelor of Science - Business Administration
University of Madra
Similar Profiles
Marcos AragonMarcos Aragon
Assistant Manager at The Vapor ShopAssistant Manager at The Vapor Shop
Jeffrey DanielsJeffrey Daniels
Assistant Regional Manager at Vapor 100Assistant Regional Manager at Vapor 100
Dalton RodriguesDalton Rodrigues
Key Holder Supervisor at White Horse VaporKey Holder Supervisor at White Horse Vapor