Pranish Jason Krishna

Experience

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  APP Corporation Pty Ltd

  Dec 2007 - Mar 2009

  Project Coordinator

  • Project Coordinator role with administration and contract management on a $230M rail infrastructure project, involving engaging with stakeholders such as government authorities, coordinating projects, documentation control, securing regulatory approvals, preparing briefing notes and writing contractual letters and communications on behalf of principal.• Obtaining regulatory approvals, records and database management, managing various registers• Proactively, streamlined project progress reporting for internal stakeholders by synthesising a 150+ page Primavera project plan and documenting into a high-level plan on MS Project with comparison to baseline.• Production of registers such as risk register in accordance with auditing and compliance regulations and standards. Show less

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  Vodafone

  Mar 2009 - Apr 2015

  Store Manager

  • Carry-out overall store management and store operations, implement the prescribed brand visual merchandising strategies, while also controlling inventory levels and performing human resource functions such as recruit team, rostering and performance management. • Successfully turned around multiple stores from underperformance to meeting and surpassing their KPIs by focusing on driving a collaborative team culture and motivating team to deliver best-in-class customer service.• Presenting a creative customer experience initiative to a 400+ audience at the company conference. Show less

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  Empowa Women's Fitness

  Jun 2015 - now

  Customer Experience Manager

  • On-going side-hustle type role supporting a family member’s business in using my experience to maximise business opportunities and fuel my love for a person’s health and wellness• Doubled customer leads by a targeted digital marketing strategy threaded from a new customer experience journey and consumer profiles based on locality, industry trends, customer surveys• Increased sales conversion by 150% via sales coaching with a focus on listening and acknowledgment to understand the client’s story, journey, aspirations, and goals• Reduced the time taken in operational tasks by developing an Operations Manual detailing end-to-end operational processes (SOPs), lead management, information management, and implementation into CRM software. Show less

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  Samsung Australia

  Feb 2016 - Oct 2020

  • Successfully executed live device customisations nationally for 12+ device launches in three months across retail channels and accounts such as Telstra, Optus, Vodafone, JB-HiFi, and Harvey Norman through meticulous planning, process optimisation, strong stakeholder relationships, and collaboration.• Met non-negotiable deadlines within approved budgets by stakeholder liaison, negotiating with vendors, developing timelines, and working with external stakeholders on upcoming workloads• Delivered ad-hoc requests from CEO/Senior Leadership, by developing contingency plans, strong stakeholder relationships, and robust standard operating procedures and templates• Attaining launch strategy compliance and subsequent sales by collaborating with and supporting internal stakeholders to see live device experience is executed across retailers by launch dates.• Troubleshoot and testing devices in a fast-paced manner for functionality, compliance with marketing guidelines, local regulations, and customer experience Show less • 19% YoY growth and 65+ NPS in an Area Manager type role leading 12 Samsung locations across NSW/QLD, by executing the Samsung business strategy, leading, and coaching Team Leaders, Sales Managers, and team, and adapting to changing environment• Consistently achieved and exceeded sales, labour, and customer experience KPIs through 30, 60, and 90-day business plans, workforce planning, mentoring, knowledge sharing, performance management, and learning and development• Maintained a high level of product knowledge (9.7/10 in customer feedback), and customer satisfaction with a focus on empathy, brand advocacy, and clear processes resulting in regular positive customer feedback and high item attachment rates, and average transaction value• Successfully met product launch KPIs, through careful planning across, visual merchandising, people, regular liaison with stakeholders, and comprehensive inventory management and forecasting• Supported team members through professional challenges, achieving personal goals and changes in the work environment through regular mentoring, coaching, and check-ins. Show less • Achieved 3-fold growth in sales and 65+ NPS in 2 years through leadership & management of 35+ team, establishing a clear vision and overhauling the customer experience in store.• Grew Google reviews from 2.5/5 to 3.7/5 in one year by developing empathy-based customer service interactions, cultivating storytelling in customer interactions, and driving a collaborative workplace culture• Successfully delivering over 13,000 service and customer support interactions per year, developing team member communication skills, empathy-based interactions, and processes to provide speedy resolution• Successful execution of product launches including 4th worldwide for Galaxy S10 in launch sales, through sales development, capitalising on B2B opportunities, comprehensive launch planning, and hyping up the team.• Met with praise from local and global executive leaders, by showcasing achievements and ideas through regular store walkthroughs, presentations, and sharing of implementations across the retail channel. Show less

  • Customer Experience Manager

    Jul 2020 - Oct 2020

  • Area Manager

    Oct 2019 - Jul 2020

  • Team Leader

    Feb 2016 - Oct 2019
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  Kmart Australia Limited

  May 2021 - Dec 2022

  Online Fulfilment Manager

  • Provided online fulfilment support for 30+ large format Kmart stores and the Kmart Online business, meeting customer Service Level Agreements (SLA), order integrity, and NPS through continuous improvement, logistics handling, audit & compliance, training, and analysis of performance data• 20%+ increase in productivity and 60% reduction in unproductive labour allocation costs, through continuous improvement projects to increase the capability of store fulfilment, establish compliance standards and frameworks, data deep dives and in-store observations• Improvement of 25%+ productivity in low-performing stores, resulting in more sales with less labour, by liaising with zone managers, identifying operational gaps, training store leaders, and implementing lean principles e.g., 5S• Met safety KPIs (<2 incidents annually) by carrying out regular safety compliance checks, influencing the team with safety talks and best practices, and a zero-tolerance approach• Fostering the digital customer experience conversation and 55+ NPS, by creating an Excel sheet to analyse and filter 2500+ survey responses into NPS and customer insights such as wait times, order integrity, packing quality & standards, and team member helpfulness• Slashed weekly and daily reporting time by 20 hours/week by creating a national performance report in MS Excel which directly interpreted raw MS SQL data into the key performance metrics, and promptly shared at the Executive, National, State levels, Region, and Store levels Show less

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  GPC Asia Pacific

  Mar 2023 - now

  Team Manager