1. REHAN BIJAPURI
Reliance Footprint Limited, Site no. 6/B, BBMP PID No.: 87-7-6/B, 80ft. Road, 7th Block Koramangala, Bengaluru – 34,
Karnataka, India
Contact: +91 9901194040; Email: rehan.bijapuri@gmail.com
LinkedIn: http://in.linkedin.com/pub/%C2%BB-%C2%AB/22/a23/ba
OPERATIONS/ CUSTOMER RELATIONSHIP MANAGEMENT PROFESSIONAL
Offering 4+ years of cross-functional experience; seeking challenging assignment at Managerial Level across the field of
Operations & Administrations
PROFILE
• Competent and result oriented professional with experience across periodical, preventive and predictive
maintenance, operations management, quality management, inventory management, process management and
improvement, fault finding, trouble shooting, general administration and coordination.. Currently working as
Senior Manager with Reliance Retail Limited.
• Proactive and customer focused professional with demonstrated skills in streamlining customer services function
by designing innovative systems and processes to generate high value propositions for the customers.
• Well versed in customer support activities to resolve various issues while ensuring total customer satisfaction also
skilled in observing, analyzing & suggesting correct solutions to customers for the benefit of customer & the company.
• Possess well developed communication, relationship management and problem solving skills with the ability to
make an effective contribution to the performance of a team with good leadership and motivating capabilities.
Core Competencies
Customer Service ~ Fraud/ Risk Management ~ Reconciliation ~ Backend Operations ~ Client Communication ~ Logistics
Operations ~ Process Improvements ~ Conflict Resolution ~ Client Handling ~ Communication Skills ~ Service
Improvement ~ Time Management ~ Cost Optimization ~ Liaison & Coordination ~ Team Management ~ Analytical Skills
Highlights
• Taken care of greater operational territory stores with a turnover of normal 60 lacs for each month (B2C) & 9 cr p.a. with a group
of more than 50 partners
• In charge of smaller than normal Distribution Center & store network operations while executing different B2B orders for big E-
business purchasers of India like Flipkart, Amazon, Myntra & Jabong and so on producing an extra turnover of normal 45 lacs
pm.
• Working as a Trainer for Bangalore Region, preparing approx 180 partners over 22 stores.
• Giving direction to diverse assistants from top Business schools like Mt. Caramel Institute of Management for their scholastic
undertakings
• Giving trainings to 3 workers and accordingly instrumental in their advancements from partner to administrative level
• Sorted out a few in-house Customer engagement projects and outhouse BTL exercises
• Composed with EPC & configuration group for new store opening operations and store remodel exercises.
PROFESSIONAL EXPERIENCE
RELIANCE RETAIL LIMITED since Jul 2012
Reliance Retail Ltd. is a subsidiary company of Reliance Industries. Founded in 2006 and based in Mumbai, it is the largest retailer in
India in terms of revenue.[5] Its retail outlets offer foods, groceries, apparel and footwear, lifestyle and home improvement products,
electronic goods, and farm implements and inputs. The company’s outlets also provide vegetables, fruits and flowers.

2. Growth Path
Store Operations Manager since July 2014
Assistant Store Operations Manager July 2012 – July 2014
• Maintaining highest standard of customer service, giving preference to customer satisfaction; promptly resolving
customer problems.
• Identifying the gaps and implementing process with improvement plans to reduce error%; conducting continuous
development training program and refresher training programs while assisting the team members and training them
in the desired direction.
• Playing a key role in assessing current performance, processes & services and providing recommendations regarding
process improvements to maximize customer satisfaction.
• Providing necessary training on Soft Skills, Products / Services to the Team Members, ensure quality services.
• Preparing MIS reports to provide feedback to top management on business operations and quality management etc.
• Establishing quality standards for operational areas and conduct internal audits for ensuring process is followed.
Suggest improvements for enhancing the service and quality standards.
• Gathering & defining business requirements while managing the risks to improve business processes and translating
the requirements into solution by preparing functional specifications.
• Monitoring the accuracy levels of the Service Level Standards and to continuing to exceed the standards.
• Handling preparation of Process Manual for Signature Capturing Unit & I Banking (New Accounts).
• Successfully addressing customers' queries/complaints and ensuring quick resolutions with minimum turnaround
time. Responsible for continuous process improvement initiatives to drive efficiencies.
• Providing support to the customers and understanding their needs/ requirements while assisting them for the
required services and maintaining customer relationships to build the future perceptiveness.
• Achieving highest standard of customer satisfaction and quality service; implementing procedures to improve
customer satisfaction level and resolved customer queries.
• Maintaining constant liaison and coordination with the stores, seniors, H.O & quality department to ensure timely
delivery of material at the production place; also looking after emergency purchase of spare parts and consumable
items.
• Adeptly carrying out periodic inspection of the stores in conformity with technical data & stores procedures while
ensuring stringent adherence to quality standards, norms & practices; also conducting quarantine inspection, internal
& external audit of all spares parts & consumable items before disposal.
• Liaisoning with Payment gateway for Credit Card payments also with banks & other service providers for internet
banking.
• Handling logistics operations for implementing the procedure for hassle free functions. Coordinating with cost
effective transporters for seamless & timely pickup and delivery of orders.
• Analyzing the data and providing the information that helps in overall growth of the organization.
• Steering continuous interaction with the customers to make sure that area of concern can be worked upon for
improved service levels.
M&B FOOTWEAR RETAIL CHAIN PVT LTD May 2011 - July 2012
Assistant Store Manager
• Ensuring smooth operations of store with a team of six customer service associates.
• Training associates with different products knowledge ad enhance customer service.
• Monitoring the inventory levels and requesting the inward and outward of goods based on sell through.
• Ensuring the Standard Operating Procedures of a store is followed at all times.
• Assess the performance of individual sales associates on the basis of target Vs achievement.
• Coordinating with Head office regarding different activities related to stocks, indoor and outdoor marketing etc.

3. • Maintaining constant communication with other corporate for institutional sales.
• Handle various internal and external quarterly financial audits.
• Study the various business requirements and assess the risks involved and further making effective decisions to
improve the EBIDTA of the store.
BHARATESH INSTITUTE FOR ADVANCE LEARNING January 2010– April 2011
Branch Manager
• Take care of the operations of the learning centre along with scheduling the guest lectures.
• Monitor retail sales of the technical products available for students
• Staffing & recruiting the sales associates
• Monitor the inventory of the goods available at the centre
• Closely work with the marketing executives to execute various BTL activities for promotion of the learning centre
which in turn helps more enrollments of students.
• Assess profit and loss of the centre and take necessary steps to improve the EBIDTA of the centre.
EDUCATIONAL CREDENTIALS
MBA (International Business), 2014
Sikkim Manipal University
BCA, 2012
Bharatesh College of Computer Applications, Karnataka University
Internships
• Asics Corporation, Japan licensing Reliance Retail Ltd., India
• Swordfish Technologies, Bangalore
• Food and Civil Supplies Dept., Govt. of Karnataka
Technical Skills
Operating System Windows
Packages SAP MM, MS Office, ERP
Languages Known: English, Hindi, Kannada and Marathi
References: Available on Request