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Sonia Arora

 

objective

Seeking position requiring business management skills.

 

Work Experience

Assistant Store Manager (04/01/2006 – Present)

3.5 years

Last Employer: Rohenna Grocery Mart

Contact Person: Ruby Gupta @ 604-594-2114

Responsibilities: - Running day to day operations. - Managing Staff. - Scheduling - Payroll - Plano grams. - Recruiting and training new staff. - Cash Management. - Inventory Management.

Accomplishments: Set up new store

Divisional Sales Manager (10/01/2002 – 03/03/2006)

4 years

Last Employer: Staples

Responsibilities: - Administrative and budgetary reporting. - Maintaining store compliance with company operating policies and procedures. - Scheduling and Payroll. - Supervising and Managing Sales Staff. - Managed Sales. - Responsible for total Customer Satisfaction. - Hiring for the store for various departments. - Setting Sales targets. - Inventory Replenishment. - Performance Management and Annual Reviews.

Accomplishments: - Best improved store in Inventory and net profit ( Kamloops) . - Worked with local School to help fundraising in Kamloops.

Sales Consultant (07/01/2003 – 12/31/2003)

6 Months

Last Employer: Convegys

Responsibilities: - Interface with customers via inbound calls for the purpose assisting with inquiries or actively selling products and services. - Supporting, coaching and developing and supervising group of employees in a Service Center. - Coaching low performers on sales techniques.

Accomplishments: - Best Sales Rate - Coaching Award - in six months, got promoted to Team Captain for 15 agents.

Service Manager / Call Center Supervisor (03/01/1993 – 09/30/2002)

Service Manager: 5 Years Call Center Supervisor: 4 years

Last Employer: Future Shop / Best buy

Contact Person: Hala Romana @ 604-374-1887

Responsibilities: Customer Service Manager Administrative and budgetary reporting. Inventory Cycle Counts and reporting. Maintaining store compliance with company operating policies and procedures. Scheduling and Payroll. Accounts payables and receivables. Supervising and Managing Service Staff. Managed Sales. Responsible for total Customer Satisfaction. Cash/Credit Transactions and special projects. Monitoring in store Financing Process. Hiring, training and developing service staff. Performance Management and Annual Reviews. Call Centre Supervisor:  Assisted in opening new Call Centre activities, such as, Hiring, Training and supervising new staff.  Handling difficult and escalated calls.  Generating reports from inbound and outbound call system.  Completely familiar with NEAX Call Centre call flow software.  Provide coaching, guidance and direction to the Customer Service Representatives.  Handling Call Centre schedule. (Preparing Shift, Break, Meeting, Training schedule for over 50 people and maintaining it on daily basis)  Developing new processes for the quality assurance on ongoing basis.  Performance Management and Monitoring calls for quality assurance.

Accomplishments: Various Employee of the Month awards. Various best inventory for the store Awards. Numerous excellent performance reviews.

Education

Establishment: Compu college School of Business

Degree: Diploma

Education Period: 07/01/1992 - 12/31/1992

Speciality: Accounting and Computers

Average Grade: 89%

Establishment: University in INDIA (G.N.D.U.)

Degree: Bachelor of Arts

Education Period: 04/01/1988 - 04/01/1991

Speciality: Arts

Average Grade: 85%

Details: Economics. English Physical Education

Establishment: High School in INDIA (C.B.S.E.)

Degree: Grade 12

Education Period: 04/01/1986 - 04/01/1988

Skills

- Multi- Tasking - Time Management - Excellent people management skills - Efficient - Open -Honest - Solution Oriented - Resolution Minded - Ready for CHANGE - Ability to work well with others.

Computer Skills: - Fast Typing Skills - Microsoft Word - Microsoft Excel - Outlook - Powerpoint - Reading P&L Statements

Foreign Language Skills: Hindi (read, write and speak) Fluent Punjabi (Read, speak) Fluent

Additional Information

Certifications or Licensures: Management Training Modules Call Centre Supervisor Coaching Motivating Call Centre Agents Managing People Performance Guest Management (Retail Customer Service and sales) Fish Training (Staff Motivational) Performance Management Solution Selling Performance Reviews

Interests

I like to write hindi poetry and I am very creative. In my free time, i like to spend my time creating arts and crafts. I love dogs. I also beleive in contributing back to community. Currently, I am volunteering at PSI Seminars (Personal Success Seminars) and also as a motivational speaker at the local Sober House teaching them life skills. Overall, I contribute at least 4-6 hours per week.