THILAGAWATI SUBRAMANIAM
Retail Sales ,Operation and Management
Sungai Besi
Summary
Retail Operation Manager with a proven track record of building strong relationships with cross-functional partners and departments. Possesses a keen understanding of each department\'s needs and their contribution to the overall success of the business. Serves as a liaison with all task-driven departments at the store, ensuring a thorough understanding of the business needs and how it impact payroll and other calendar items. Results-driven professional who consistently exceeds company sales goals. Utilizes financial and marketing education to make informed purchasing and merchandising decisions. Proactively addresses concerns, optimizes policies, and engages with customers to foster loyalty and drive sales.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
Work History
Retail Store Manager - Multiple Store
Katrin BJ Sdn Bhd (Specialty Stores)
Kuala Lumpur, 10
01.2023 - Current
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Optimized store displays and appearance via strategic merchandising.
- Completed routine store inventories.
- Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Reduced shrinkage levels by closely monitoring security measures, conducting staff training, and implementing loss prevention initiatives.
- Collaborated with upper management to develop strategic plans for store growth and expansion.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
- Streamlined store operations through the implementation of efficient scheduling systems, task delegation, and performance monitoring.
- Prepared comprehensive reports detailing key KPIs such as sales figures customer demographics inventory turnover rate sharing data higher-ups actionable insights improvements needed areas.
- Ensured compliance with company policies and local regulations regarding safety standards, licensing requirements, staff conduct in-store procedures.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Continuously assessed store layout to optimize product placement for enhanced visibility and impulse purchases from customers.
- Enhanced customer satisfaction through training staff on exceptional customer service practices and conflict resolution techniques.
- Boosted employee retention rates by fostering a positive work environment, providing growth opportunities, and offering competitive compensation packages.
- Managed all aspects of budgeting for the retail location, including labor costs, expense control, and revenue tracking.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- During the probation period of 6 months, the shop under my care improved sales by 39% versus 2022.
- During the Merdeka Sales of 2023, the shop successfully achieved a sales target of 170% in the 5-day sales period, which amounted to RM119,000 compared to the sales target of RM70,000.
- The shop under my care also achieved 83% of the sales target of the month, which was RM199,000, versus the sales target of RM240,000.
Retail Operation Manager
Lagardere Travel Retail Malaysia Sdn Bhd
Kuala Lumpur, Selangor
10.2019 - 12.2020
- Developed and implemented budget and plans for retail operations for establishments, ensuring efficient and effective management, as well as high-performance sales.
- Develop policies for the merchandising of goods in retail stores.
- Monitor inventory levels to determine the need for stock supply at each retail store by inventory turnover efficiency.
- During employment as a Retail Operation Manager, Lagardere Travel Retail successfully promoted sales and operations of 3 high-end fashion duty-free outlets at KLIA. They complied with all the rules and regulations imposed by government authorities, such as Malaysia Customs, MITI, and MAHB personnel.
- This allows me to work closely with all these individuals and establish an excellent network within KLIA personnel.
- Conducted performance evaluations for staff members, identifying areas of strength as well as opportunities for improvement and providing targeted coaching accordingly.
- Improved customer satisfaction ratings with attentive service, prompt issue resolution, and proactive relationship-building efforts.
- Collaborated closely with other managers to exchange best practices in retail operations management and drive continuous improvement across the organization.
- Contributed to the leadership team for implementing company policies and procedures.
- Set performance goals for each department within the store to ensure alignment with overall business objectives.
- Established strong relationships with vendors to secure favorable pricing terms for merchandise procurement while maintaining quality standards.
- During this employment, the management has to face the world health crisis of COVID-19. Although there was no foot traffic at the international gate at KLIA satellite, the shop (Longchamp) was able to generate RM70,000 in sales through my leadership in motivating the sales team to think outside the box for sales within MAHB personnel and via online.
- The management consists of 3 outlets and 17 sales personnel. They were able to generate a one-month sales target of RM250,000 within 5 days at the KLIA Crazy Sales Fair.
Assistants Branch Manager
Habib Jewels Sdn Bhd
02.2019 - 10.2019
- Responsible for handling the daily operations and management of the store, overseeing the staffing requirements of the store, dealing with customer service issues, preventing theft, and handling advertising and promotions of the store.
- Plans and prepares work schedules for jewelry store personnel, assigns employees to specific duty requirements of the store, prepares and directs personnel with appropriate merchandise, and provides performance review.
- Well trained in jewelry handling and proven record of achieving branch targets with great teamwork collaboration among sales associates.
- During employment as Assistant Branch Manager, I successfully achieved the monthly target without fail and with minimum staffing. In the 2019 Hari Raya Sales, the branch doubled the given sales target.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Throughout my services at HABIB, the showroom successfully achieved 100% sales target given by management with 12 sales support personnel.
- During the Hari Raya sales period, with a shortage of sales support, the showroom was able to achieve 135% of the sales target, which was RM1.2 million.
Store Manager/Stockist
eCosway Sdn Bhd
09.2010 - 02.2019
- A responsible and organized shop owner/stockist for the past 10 years with good sales return and 9 years' experience as a junior banker.
- Able to demonstrate a thorough understanding of business management and banking operations, with experience in many aspects of responsibility execution.
- Competent Store Manager with 10 years of experience and a proven track record of success, with excellent customer service and good profit turnover.
- Assisted with hiring, training and mentoring new staff members.
- During ownership as a shop owner/stockist at eCosway (M) Sdn Bhd, I successfully promoted the center's sales margin to the maximum target and excelled in membership recruitment.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- During the ownership, out of 50 shops, my shop was approved to be relocated as the shop has been generating at least 80% of the sales target provided by the brand.
Operation Officer
Public Bank Berhad
08.2001 - 06.2010
- Familiar with many aspects of role of Junior Banker and Front-Line Operation as result of previous experience and academic studies.
- Managed cross-functional teams for successful completion of projects within budget and timeline constraints.
- Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
- Reviewed and revised standard operating procedures to incorporate employee and management feedback and streamline training processes.
- Conducted regular audits to maintain quality standards across all operations departments.
- During employment as clerk/typist/cashier with Public Bank Berhad in Seremban; outperform and recognize as best teller /cashier for cross selling banking product such as unit trust and credit card along faster counter performing
- During employment as a Junior Banker with Public Bank Berhad in Seremban, I was requested by the organization to stay as a long-term member of the team due to outstanding performance and excellent teamwork.
Education
BBA - Finance
Open University Malaysia
Seremban 05.2006 - 06.2010
Skills
Training and development
Revenue growth
Strategize business plans
Operations management
Business marketing
Customer service
Networking and collaboration
IT Proficient
Retail Operations
Sales Growth
Customer Service
Sales Leadership
Timeline
Retail Store Manager - Multiple Store
Katrin BJ Sdn Bhd (Specialty Stores)
01.2023 - Current
Retail Operation Manager
Lagardere Travel Retail Malaysia Sdn Bhd
10.2019 - 12.2020
Assistants Branch Manager
Habib Jewels Sdn Bhd
02.2019 - 10.2019
Store Manager/Stockist
eCosway Sdn Bhd
09.2010 - 02.2019
BBA - Finance
Open University Malaysia
05.2006 - 06.2010
Operation Officer
Public Bank Berhad
08.2001 - 06.2010
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