Elsa Asare

Summary of job responsibilities included the following;

Leading and driving the team to provide world-class experience to customers and stakeholders, ultimately imbibing the value of putting the customers at the heart of all transactions.

Drive a superior brand and world class Customer Experience in the Retail Store

• Responsible for the overall operations of the shop, in accordance with due brand guidelines and best customer practices among the team.
• Conducted effective monitoring of the team by coaching, training, and consistent feedback sessions, employing the tools of customer surveys and floor observation to ensure team is always groomed to exhibit values of customer obsession.
• Recruited and train staff members, leading by example to consistently elevate store standards.
• Inspired team to represent brand with enthusiasm by maintaining high standards.
• Developed exceptional levels of customer care through targeted training and rigorous staff recruitment processes.
• Conducted staff appraisals and promote ongoing professional development.
• Enforced service standards to maintain establishment reputation for excellence.
• Resolved complex disputes and handled product returns with professionalism, offering practical solutions to maintain customer satisfaction and uphold stellar reputation.
• Delivered high level of service to clients to maintain relationships for future business opportunities.
• Kept up to date and share market leading insights
• Conformed to company's policy and guidelines for running the store
• Followed industry trends and set pricing strategies to maximize business returns.
• Employed exceptional visual merchandising skills to create eye-catching, inviting storefronts and interiors.
• Pursued new business opportunities by forging strong networks and contacting potential buyers.
• Managed store inventory by directing routine stock control procedures to maximize sales opportunities.
• Monitored competitor activities, responding creatively to maintain relevancy and competitive edge.
• Analyzed sales figures, identifying areas to improve and implementing remedial action.

Commercial Aggression in Sales/Revenue in the Retail Shop

• Set sales targets on all products and services for team members. Daily and Monthly performance reviews conducted to strategize on the month-on-month achievement and ultimate end of year achievement of all targets.
• Ensured retail profitability by aggressively driving the sale of relevant products and services in-store. To achieve this, structured shop and staff performance reviews is conducted to identify and pre-empts trends on non-delivery of targets and take steps to address it.
• Organized monthly team review sessions to provide required feedback on performance of all key performance indicators (KPI's) and general conduct within the space, placing emphasis on strengths and weakness for developmental purposes.
• Employed initiatives In-store and Outdoor to increase sales numbers and selling value to customers.
• Maintained the awareness of market and competitor trends and benchmarking with internal procedures.
• Understood what drives overall business success and priorities and deliver quality results.
• Created seasonal sales plans with varying stock and promotional strategies.
• Toured sales floor regularly, assessing and improving daily operations.
• Monitored, analyzed and reported on KPI performance e.g. TNPS, FTT, Knowledge Check, Digital Drive. Mystery Shopping, etc
• To effectively manage the store to ensure the following financial processes are sound:

Ø Cash management

Ø Stock Management

Ø Audit processes

People, Stakeholder and Facility Management

• Drove team affinity and ensuring work life balance by organizing occasional off-site activities to de-stress and reduce burn out among team members.
• Partnered with store managers within my cluster to align efforts and support both community shops and our own stores in reaching our collective goals.
• Assisted the Senior Manager in facilitating regular meetings and workshops to share best practices and drive continuous improvement in the community shops.
• Coordinated resources and support for community shops to ensure consistency and quality of service.
• Structured regular one on one interaction with team members in the retail shop to gain first-hand information on challenges and opportunities to improve on operational effectiveness.
• Monitored and ensure regular maintenance of equipment and facilities in the shop to drive seamless operations per brand and retail standards of the business.
• Liaised with the support services (HR, IT and Finance), to address issues that affect shop operations, example Property Leases, Billing Issues etc.
• Kept staff records regarding holidays, absences and discipline.
• Increased customer sales conversions through strategic staff performance incentives.
• Kept business in compliance with internal controls, industry regulations and health and safety requirements.

Accelerate Digital Channel

• Monitored in-store digital activities such as Vodafone App activations, Queue Management Systems, Store Display Management Tool, Point of Sale Terminal For Payment And Purchases, Increase Online Sale, Increase the presence Social Media Marketing, Develop targeted email campaigns, Upgrade and Redesign Website.

Summary of Job Responsibilities include the following;

Monitoring of strategies to drive a positive culture and enhance the delivery of cutting-edge experience in the Retail Store. Measures include the following.

• Shop Monitoring Processes, Customer Journey Monitoring and Measurement through Queue Management Systems, Customer Feedback Tools, Training and Coaching Schemes, Disciplinary Processes etc.
• Monitored processes and procedures to increase the effectiveness Of The Retail Team Via The Process Of Effective Scheduling, Stock Management And Reconciliation, Financial Reconciliation Processes, Audit Processes.
• Aggressively driving the sale of relevant products and services in-store with the team to achieve all KPIs.
• Work closely with internal Stakeholders and Distributors to ensure the achievement of efficient Stock Management Processes and availability of all merchandise to ensure my shop is the preferred choice for customers.
• Managed and increased the effectiveness and efficiency of the Retail Team through coordination and communication between support service and the team.
• Liaised with the support services (HR, IT and Finance), to address issues that affect shop operations e.g. property leases, billing issues, etc. in the absence of the Manager.
• Resolved complaints to achieve full customer satisfaction.
• Observed customer buying trends to maximize future revenue opportunities.
• Improved theft prevention through upgraded store security monitoring.
• Adapted product range and merchandising based on market trends.
• Assessed store outgoings against staff and resource budgets.
• Coached team members through new or difficult workflows.
• Requested training and development opportunities to build team knowledge and abilities.
• Scheduled staff rotas to meet business demands within budget.
• Displayed goods and prices clearly to maximise customer interest.
• Retained knowledge of current and new stock to resolve staff and customer queries.
• Motivated sales teams to achieve daily store targets.
• Approved customer refunds and exchanges upon close item inspection.
• Monitored stock levels and ordered popular items to meet customer demand.
• Delegated tasks to staff to meet daily service requirements.
• Handled grievances professionally to maintain staff satisfaction levels.
• Maximized store revenue through add-on sales and offer promotion.
• Handled escalated customer concerns to build retention.

• Assisted in completion of audit jobs from planning stage to finalisation.
• Increased effectiveness and efficiency of audit by completing detailed, accurate working papers.
• Assisted with creation of audit plans, ensuring they met set objectives.
• Handled client queries, providing response within target timeframes.
• Prepared company accounts and tax returns to high standard.
• Built and maintained strong relationships with new and established clients.
• Liaised with team members to ensure assignments met agreed terms.
• Helped with audit management by planning audit timelines, team briefings and audit delivery.
• Kept accurate and updated filing systems with financial data, statements and associated records.
• Offered proactive and thorough on-site support for audit clients.
• Planned daily task management for evenly distributed workloads among team.
• Completed accurate transactions following internal standards, industry best practices, and applicable regulations.
• Identified and help correct errors in financial data or accounting practices.
• Issued payments to fulfill contract requirements and complete transactions.
• Stamped completed paperwork with duties payable information.
• Escalated non-compliance, using appropriate channels and reporting procedures.
• Went above and beyond to deliver exceptional service to clients to develop trusted relationships.
• Communicated effectively with stakeholders over delicate matters and contentious issues.

• Prepared monthly reports, account reconciliations and financial statements.
• Oversaw company accounts, bank reconciliations and payments.
• Managed assigned accounts and monitored payment status to reduce past-due payments.
• Promptly processed manual payments, ensuring correct approvals by relevant managers to minimise delays.
• Managed payroll operations for team of employees.
• Processed invoices and resolved invoice queries to enforce timely payment.
• Documented record of payments, PTA interactions and concerns to generate updates for senior management.
• Analysed students data to predict future purchasing trends for informed decision-making.
• Liaised between parents and board of directors to resolve account management issues.
• Pursued new leads each month to reach targeted quota.