Hem Basnet
Team Leader - Operations
Dubai
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Team Leader- Operations
Landmark Leisure LLC
Dubai
03.2021 - Current
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Prepare top 3 focus area, Business Reviews and share with Regional Operations Manager
Store Manager
Jumble Entertainment LLC
Dubai
11.2019 - 02.2021
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Completed point of sale opening and closing procedures.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Assisted in recruiting, hiring and training of team members.
- Developed and implemented successful staff incentive programs to motivate employees.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Team Leader- Operations
Jumble Entertainment LLC
Dubai
09.2017 - 10.2019
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Collected, arranged, and input information into database system.
Team Leader- Operations
Landmark Leisure LLC
Dubai
07.2015 - 08.2017
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Customer Service Representative
Landmark Leisure LLC
Dubai
12.2011 - 06.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Prepare Inventory, Novelty, Machines collection report and Stocks
Education
BBA - Retailing
Jaipur National University
Jaipur 06.2018 - 06.2021
Skills
Human resources team leadership
Team leadership expertise
Marketing team leadership
Team building and leadership
Team Leadership & Development
Customer assistance
Cash Handling
Point of sale operation
Order management
Audit processes
Sales Goals
Relationship building and management
POS systems
Opening and closing procedures
Budgeting
Strategic thinker
Staff Management
Hourly shift management
Certification
UAE- Driving License
Timeline
Team Leader- Operations
Landmark Leisure LLC
03.2021 - Current
Store Manager
Jumble Entertainment LLC
11.2019 - 02.2021
BBA - Retailing
Jaipur National University
06.2018 - 06.2021
Team Leader- Operations
Jumble Entertainment LLC
09.2017 - 10.2019
Team Leader- Operations
Landmark Leisure LLC
07.2015 - 08.2017
Customer Service Representative
Landmark Leisure LLC
12.2011 - 06.2015