Sehrish Saleem

Nestlé Canada (Nespresso) Boutique Manager 2017-2021 • Managing North America highest volume boutique up to 70 employees including 2 assistant managers. Sales and Customer Service: • Achieved with team the daily, weekly, monthly sales and service level targets set for the boutique. • Maximized guest frequency, sales and acquisition of new club members in the boutique. • Maximized capsules, accessories and machines sales in the boutique. Leadership/Team Management: • Drove the implementation of company programs by motivating and instructing the team to meet operational and organizational objectives. • Motivated and coach team to provide exceptional customer service in keeping with our brand image. • Planned, identified, communicated and delegate appropriate responsibilities to team to ensure a smooth operation. • Provide coaching and direction to the team in an effort to achieve operational goals. Consistently review KPI’s to identify problems, concerns and opportunities for improvements. Create action plan to achieve goals. Operations: • Monitored and managed staffing levels to ensure boutique operations and customer service goals are met. • Recruit, hire and train the team. • Establish annual sales forecasts and capacity planning with national boutique manager • Utilized tools and analyzed financial reports to identify and address inventory and sales trends. • Used all operational tools to plan for and achieve excellence in staffing, scheduling, monthly reports, cash management and inventory management. • Run monthly and quarterly physical stock inventories, place orders and check deliveries to ensure adequate stock levels. Training and Coaching: • Maintained current and up to date knowledge on coffee and the NESPRESSO product. • Continuously evaluate the quality of service and give individual feedback to the Boutique Specialists.

• Effectively sorted out each issue and coordinated/organized to get the solutions into customers effectively. • Commercial awareness & business acumen. • Identifying, developing and directing the implementation of business strategy. • Knowledge and experience of procurement processes, procedures, and policy setting. • Proven track record of increasing sales and turnover. • Experience of managing KPIs and performance management. • Quickly responding to customer complaints, requests and comments. • Developing customer service procedures, policies & standards. • Driving operational, visual and customer service standards in store. • Cultivating the companies’ reputation in the market & with customers & suppliers. • Involved in planning & organizing the organization’s activities to achieve targets. • Effectively maintaining stock levels and ensuring the quality of supplies. • Prepared and implemented strategies streamlining existing work-flows in order to increase efficiency. • Ability to manage operations within budgetary constraints. • Provided a stabilizing influence and promoted an excellent environment conducive to increasing efficiency, enhancing quality and strengthening financial results.

• Lead, motivated, supervised and counseled a team of 14 employees; • Offered a legendary customer service to every customer; • Placed accurate orders with the suppliers; • Inventory control; did weekly and monthly inventories, studied results and created action plans which resulted in minimzed inventory loss. • Created weekly schedules according to budgets and forecast sales; • Keeping the location to a high degree of cleanliness and organized; • Employee management; evaluated, hired and trained new employees; • Maintained profit and loss statement ; • Developed inside team and drove all staff to achieve their career goals; • Maintained the sanitation and shape of the facility . • Made sure the facility stays in compliance of all food safety and audit rules and regulations. • Successfully passed all third party audits securing 90%. . Certified and train to coach new managers.