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					Manish Samani, 7 Percival Way, Groby, Leicester, LE6 0AU, msamani@tiscali.co.uk, 07853938613


                                             Employment History
April 2008- Current (part time)
Company: Gekko, Location- Various

Responsibilities :

Demonstrator/Trainer
Demonstrating Benefits of laptops, notebooks, cameras and various wireless technologies to the general public in large
retail stores conducting product demonstrations and training store staff.

November 2005 – Sept 2008
Company: Argos, Location: Loughborough, Job Title: Customer Service Manager
Responsibilities:

Effective Customer Care:
       Customer Service – A key deliverable of my role as Customer Service Manager is to have strong
        communication skills with my customers and my staff at all times. Skills such as listening, verbal
        communication, assertiveness and patience are paramount to dealing with each customer on an individual
        basis. Especially as the turnover for returned products is predominantly ‘high’ within Argos during seasonal
        periods and in order to ensure that a quick and competent service is delivered at all times my communications
        skills are at all times tested to their limits while at the same time remaining customer focused ensuring the
        customer is satisfied and that the great service has not been compromised in any way.

       Customer Liaison – My duties include effective customer liaison, I am responsible for dealing appropriately
        with irate and distressed customers as a result of non-refunds on products that do not warrant guarantee. I am
        able to deliver this service by having a stable personality and an even temper along with an open and positive
        approach to dealing with problems and grievances.

       Managing complaints & compliments – I am responsible for effectively ‘listening’ to customer complaints
        and taking appropriate action to ensure that valuable lessons have been learnt. In addition, it is important for
        me to ‘listen’ to the customers’ compliments too and sharing them with my team to enhance best practice and
        motivation.

Staff Management

       Team Management – I am responsible for the management of a team of temporary and permanent staff, the
        team consists of around 8 employees on a week day and 15 on the weekends with the majority of the age
        range being 16-25 year olds.

       Training – My duties include the delivery of effective staff training of both operational and technical
        processes, such as customer service, till training, stock finding, health and safety, on-going training on
        training management system used regularly to update skills and knowledge on consumer law, new financial
        services training, new till and internet procedures training, on a one to one basis and group sessions out of
        hours. Another aspect of the training is conducting performance reviews on a 6 monthly basis with members
        of staff, giving feedback on current performance and developing coaching plans for any issues that may need
        to resolved.

       Resource Allocation – I am accountable for producing an effective staff rota and allocation of staff making
        sure we have the right people in the right places in order to run the store as efficiently as possible without
        damaging service levels.

       Administration – Responsible for administrative duties including planning and organising workload,
        organising and undertaking health and safety and technical training for members of staff, updating and
        monitoring the store databases, dealing with and any communications via telephone or letters with third
        parties i.e. customers, building maintenance and store technical specialists always ensuring data is recorded
        and stored accurately for future reference.




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       Issues – I manage a number staff issues relating from absence management, to staff disputes, job satisfaction,
        job motivation and staff professionalism. My approach to dealing with such issues is of a firm but of a
        sympathetic nature.

       Hiring – I have collaborated with the Store Manager in a number of staff recruitment campaigns for
        temporary and permanent staff.

       Firing – I have been accountable for firing a member of staff due to unprofessional behaviour.

       Health & Safety – I am responsible for ensuring that my staff are working within the Health & Safety
        Regulations by ensuring risk assessments are completed on time and and any problems dealt with swiftly . To
        this effect I have undertaken a number of courses to ensure that I am fully aware of the current legislation and
        regulations of Health & Safety at work.




Store Management:

       Driving sales – Ensuring weekly and monthly KPI’s and SLA’s are met through driving sales within the
        store. I was responsible for selling Argos products to customers for example product insurances and store
        cards and responsible for making sure that members of staff are also meeting their targets in this area.
       Shop Floor Maintenance – I ensure that the shop floor is continuously maintained to the highest standards,
        both in terms of a safe working environment for my staff and a safe shopping experience for my customers.

       Promotions – I am responsible for optimising store performance by enhancing offers in line with competitor
        activity, local needs and seasonal opportunities. The appearance of my store is of high importance from a
        marketing perspective. Working with the merchandising department I would maximise the sales opportunities
        for the store by using recommended stock and point of sale materials and ensuring the stock was available.

       Stock Control – I am responsible for effectively liaising with the Stock Control Manager to ensure that the
        correct levels of products are in alignment with the business operations of the store, being responsible for any
        issues that arise in the stockroom from delivery errors, updating the Stock Management System ensuring
        stockroom productivity in line with targets and performance indicators, efficient use of space.

3rd Party Liaison:
      My duties include effective and professional communication and liaison with the Head Office, Suppliers and
         Technical Specialists (out of hours).


April 2003 – September 2005
Company: Local Convenient Supermarket, Location: Leicester, Job Title: Manager
Responsibilities:
       Management of day to day business operations (including most of the responsibilities mentioned in current
        position above).
       Analysis of profit and loss accounts.
       Keeping abreast of competitor promotions etc.
       Managing stock management systems, delivery of productivity and control of shrinkage.
       Effective Management of staff
       Professional Customer, Staff & Supplier communication and collaboration.

Oct 2002-March 2003,
Company: Kingsley Stratton Property Management Location: Leicester Job Title: Property Management Liaser,

Responsibilities:

       Accountable for the effective and efficient running of the Database updates and dealing with clients qeries
        either by telephone or face to face.
       Responsible for requirements analysis to deliver suitable property choices for potential clients
       Liaising with landlords on a regular basis to communicate and manage:
                 o Client needs
                 o Client complaints

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                o Maintenance work
       .
       Maintaining quality of houses by:
                o Recruiting relevant workmen and allocating them to appropriate properties.
                o Individually carrying out certain maintenance work or within a team i.e. DIY, décor, and
                     assembly work.

1998 – 2001 (Partime)
Company: Sainsbury’s Supermarket Location: Leicester Job Title: Customer Service Assistant

Responsibilities:

       Solving customer complaints
       Effective Management of staff



                                          TECHNICAL EXPERTISE

Microsoft Access                  Microsoft Excel                        Windows NT
Microsoft Word                    Front Page 2000 (basic level)          Microsoft Visual Basic
Microsoft PowerPoint              Windows 2000/98/95/3.1                 C++ (basic level)



                                                     EDUCATION
2001-2004           Foundation Degree Civil Engineering, Nottingham Trent University

Key Modules Covered:

IT and Communications             Surveying               Construction Procedures 1 & 2
Maths & Measurement               Site Engineering        Building Technology 1 & 2
Structures & Materials            Geology                 Soils

Result: Incomplete


1998-2000           GNVQ Advanced Information Technology, Gateway Sixth Form College
                    Result: Pass

1997-1998           GNVQ Business Studies, Beauchamps College
                    Result: Merit

1992-1997           GCSE’s, Beauchamps College
                    5 GCSE’s including Maths and English all at grade C and above.



                                                     PERSONAL
Date of Birth: 23rd May 1979
Sex: Male
Nationality: British,
Mobility: Full Driving Licence,
Language Skills: Gujerati - Fluent, Hindi – Basic.

References are available upon request.




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