Vishal Dave

Experience

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  Mphasis

  Dec 2003 - Mar 2007

  Subject Matter Expert

  CAREER HIGHLIGHTS• “Mphasis Extra Mile” Award for outstanding contribution to the process development• Appointed as an Internal ISO Auditor for the process• Attended workshops like “Train the Trainer”, “Team Building” and “Managing Young Talent”ACHIEVEMENTSAppointed as a supervisor to a group of 15-20 Customer Service Representatives. Monitored the Team Performance on daily basis to set team and individual targets. On floor training and mentoring based on individual performance and quality scores.Coached and conducted refresher training on Call Quality Parameters and Product Knowledge to boost performances. Desk side and remote monitoring of work for enhancing individual and team performance.Co-ordinated with clients in UK to suggest improvements in operational procedures and escalated calls. Show less

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  Oceans Connect India Pvt Ltd.

  Apr 2007 - Oct 2007

  Team Leader Operations

  CAREER HIGHLIGHTS• Successfully transitioned a 25 seater process for the client• Identified and Implemented advanced strategies for team building and group effectiveness• Planned and successfully implemented incentive schemes for the maximizing sales and up-sellsACHIEVEMENTSMet all the Service Levels and targets through leading, motivating and performance managing a team of 35-40 associates. Effectively forecasted and worked together with WFM team to meet the anticipated workload ensuring maximum billing to clients. Improved the Call Quality results through detailed analysis of the MI reports and conducted necessary training programmes for the team.Implemented various incentive schemes as part of the motivational programme, this resulted in healthy competition among the group and a positive visible change in team and individual attitudes.Mentored and groomed the senior members of the team into a Subject Matter Expert role that others can aspire to become as part of the retention programme. Show less

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  Madame Tussauds London

  Mar 2008 - Feb 2011

  Team Leader Commercial Operations

  Career Highlights Won Team of the Year for 2010-2011Championed KPI's and achieved the best results ever for the department in high seasonsHACCAP Certification Level 3 in Food Safety and HygieneLooked upon as a Role Model for aspiring TL's Won an Oscar award for Excellent performance and exceeding TargetsACHIEVEMENTSManaged retail operations at Madame Tussauds London with more than GBP 2 Million revenue annually. I was responsible for running the daily floor operations of the commercial department ensuring all customers have their most memorable and enjoyable experience and day out. Achieved 10% Y-on-Y revenue growth within the allocated budget for the department through effective merchandising, up selling programmes, using initiative and innovative ideas to improve sales, achieving and maintaining expected Service Levels and standards. Led by example, motivated and developed the team to achieve sales targets by conducting performance reviews, 1-2-1's, appraisals, coaching, mentoring and training. Consistent improvement in employee work satisfaction surveys and lowest absenteeism were also recorded.Was responsible for continuous monitoring of daily operational procedures, made process flowcharts and implemented changes to improve efficiency, lower operations costs and achieve optimum utilization of resources.Co-ordinated with various departments within the company ensuring vertical and horizontal integration to achieve not only departmental targets but also the overall objectives of the organization. Show less

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  Marks and Spencer

  May 2011 - Aug 2013

  Floor Manager and Regional Lead - SAP IS Retail Support,Finance And Operations
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  Marks and Spencer India

  Aug 2013 - Mar 2016

  Regional Manager West India- Finance & Operations

  Lead and Manage Operations and Finance function in West India. Actively manage and drive bottom line and top line numbers in P&L. Drive the regions’ profitability through minimizing losses and managing costs effectively. Lead the profit protection mentality. Create, Revise and Implement the Standard Operating Procedures - SOP for the business. Achieve Operational Excellence through implementing backstage operating principles and supporting HO teams on various projects. Head Ops budget for and reduce spends by 5%. Deliver Shrinkage target through Inventory Management and Control & by Regular Stock Take Activity. Achieve RPF of 45 for FY 15-16. Responsible for conducting Financial and Due Diligence Audits for all stores to ensure we trade safely and legally. Attend to regional issues (under finance & operations function) and provide a quick resolution to the store teams. Mitigate & manage key risks related to purchase and procurement of non-merchandise to avoid supply chain gaps. Work closely with business development team to open new stores, participate and own the business consolidation activities. Vendor and Contract Management. Show less

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  Aditya Birla Fashion and Retail Ltd.

  Mar 2016 - Jul 2019

  Regional Retail Operations Manager - West and East India
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  Lenskart.com

  Aug 2019 - May 2022

  Zonal Business Head Pune, ROM, Goa (Sr. Manager)

  Sales and P&L accountability with a strong focus on customer satisfaction, operations and people management.

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  Arvind Fashions Limited

  Aug 2022 - now

  Deputy General Manager Retail and Department Stores