Customer Service Supervisor at T. Choithram and Sons LLC Resume Sample

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Customer Service Supervisor at T. Choithram and Sons LLC Resume Sample (Full Text Version)

Stephan Laumpert

Email address:
Phone number: 999-999-999


A results-driven customer experience guru with over a decade of experience spearheading revenue growth and elevating customer satisfaction. Adept at overseeing teams to deliver unparalleled customer service, leading to a steady rise in client retention and satisfaction rates. Possesses an exceptional ability to leverage data analysis and customer feedback to pinpoint areas of improvement and drive growth. Seeking an opportunity to apply my proficiency in guiding top-performing teams and driving unparalleled customer experiences that surpass business objectives.

Work Experience

09/2021 - present, Customer Service Supervisor, T. Choithram & Sons LLC, Dubai, United Arab Emirates
  • Supervised and monitored the performance of the Service Crew (Cashiers, Counter Service Clerks, Stockers and Delivery Associates), executing shift scheduling, target setting, and allocation.
  • Coordinated and supported the Service Crew in the Online and Walk-in Channels to ensure swift and accurate processing of all orders and transactions within agreed parameters.
  • Monitored and supervised the cashiering process, ensuring smooth and uninterrupted operations at all times, including dispensing cash exchanges, opening and closing cash, running ad hoc Cashier status checks, opening and closing store operations.
  • Conducted staff strategic briefings to update the Service Crew about new offerings, suggestive selling initiatives, and emerging workplace policies, trends and innovations.
  • Handled customer complaints, inquiries, and suggestions, and assisted the Service Crew in amicably dealing with difficult, upset, and dissatisfied customers.
12/2021 - present, Acting Store Admin Supervisor, T. Choithram & Sons LLC, Dubai, United Arab Emirates
  • Managed back-office cash and expense processes, including safe custodianship, withdrawals and deposits, and petty cash management.
  • Executed core administrative duties such as handling stakeholder correspondences, logging and policing in-house queries, and executing HR specific tasks.
  • Oversaw the products in-flow process, raising purchase orders and stock transfers, posting goods reception and vendors invoicing transactions on SAP.
  • Managed the products out-flow process, raising return orders, posting goods issue, damages, scrapping, shop expenses and consumption transactions on SAP.
  • Ran various back-office system updates, extracted and analyzed critical data, and furnished ad hoc reports as required, coordinated effectively with in-house and external support functions ensuring all-time business continuity.
  • Ensured standard customer experience delivery, proper and effective goods merchandising, and proper and effective execution of promotions and campaigns on the store floor. Occasionally assumed in-charge responsibilities when the manager was not on duty.
05/2020 - 12/2022, Business Development Executive, MLB Living Limited, Kampala, Uganda
  • Targeted networking and collaboration, virtually and physically, with potential and prospective customers, nurturing existing business relationships and actively on-boarding new ones.
  • Developed and refined the MLB Order Lifecycle, keeping it lean, and also very customer-focused, in order to sustain an overall compelling customer experience.
  • Conducted regular customer insights and feedback gathering, and assessment, in order to identify, and address, customer critical pain points, and ultimately improve customer experience related processes and procedures.
  • Built Strategic Partnerships, both internally through careful team-building to provide solutions to customer experience related issues, and externally through recruiting competent players to enable us amicably navigate scale and scope related challenges
  • Kept abreast with trends in customer tastes and preferences, always working to ensure that our offerings and range remain relevant and competitive.
08/2019 - 08/2021, Stocker cum Sales Associate, T. Choithram & Sons LLC, Dubai, United Arab Emirates

  • Assisted customers with their shopping needs at various touch points of their shopping experience, inside the store (in-store sales support) and outside the store (online sales support).
  • Managed the display of merchandise, ensuring that all merchandise have accurate price labels, while keeping the display areas tidy, properly arranged and filled up, including offering additional visibility to promotion and near-expiry stocks.
  • Performed effective stock management functions, ensuring no merchandise excesses and shortages, both on display and inside the storage area.
  • Engaged with vendors and merchandisers on a daily basis, ensuring a smooth, accurate and uninterrupted flow of merchandise, in and out of the store.
  • Performed stock-taking functions, to reconcile the physical and system stocks, and to harmonize the sales, wastage and shrinkage figures.
  • Created on SAP, Local Purchase Orders (LPOs) and Stock Transfer Orders (STOs) to replenish shortages, and Return Purchase Orders (RPOs) to return excesses, damages and expiries, and Goods Withdrawal posting for in-house damages, expiries and consumption.

Skills and Competencies

Leading Teams
Strategic leadership
Conflict resolution
Effective negotiation
Impactful recognition
Sales, and Customer Experience
Suggestive selling
Effective merchandising
Promotions execution
Delightful customer service
Effective communication
Computer and Applications
MS Office Suite
Data Management (Excel, Cognos Analytics, Access)
Inventory control (SAP, PDAs, Scanners, POS)
E-commerce (WooCommerce, InstaShop, Noon, NowNow, Fodel, Amazon, Talabat, Shein)
Finance and Accounts (QuickBooks)
Tasks tracking and resolution (ManageEngine)
HR (HR App)


06/2006 - 11/2009, Bachelor of Statistics, Statistics, Makerere University Kampala, Kampala, Uganda


09/2022, Data Visualization and Dashboards with Excel and Cognos, IBM on Coursera,
05/2017, Fundamentals of Accounting, University of Illinois at Urbana-Champaign on Coursera,
01/2017, Business Analytics, University of Pennsylvania on Coursera,
12/2016, Digital Marketing, University of Illinois at Urbana-Champaign on Coursera,
12/2017, Strategic Leadership and Management, University of Illinois at Urbana-Champaign on Coursera,
10/2017, Managerial Economics and Business Analysis, University of Illinois at Urbana-Champaign on Coursera,


01/2020 - present, Crown Funding Lead, St. Joseph's Aid Society, Kampala, Uganda

Mobilizing funds to cater to the needs of the destitute children of the society.

06/2020 - present, Financial Controller, Kigando Schools Old Students Savings and Credit Cooperative Society Limited, Kampala, Uganda

Setting up, and building the SACCO, from scratch to now a portfolio of UGX 10,000,000 and UGX 4,500,000 in member savings and loans respectively.

12/2020 - present, Founding Member, Mbirontono Foundation Savings and Credit Cooperative Society Limited, Kampala, Uganda


05/2022, Juggling FMCG Business Seires, LinkedIn Articles,

A deep dive into the FMCG operations...


Exploring distant lands
Getting lost in a good book
A good movie, a good day
Feeling the music
Beach volley ball, a pleasure
Writing, not a bad idea


Mr. Ghanshyam Das, T. Choithram & Sons LLC, +971559989435

Store Manager, T. Choithram & Sons LLC

Mr. Richard Kazibwe, MLB Living Limited, +256752819714

Head of Operations, MLB Living Limited

Mr. Andrew Israel Kazibwe, KSK Kreatives Limited, +250783866146

Chief Executive, KSK Kreatives Limited

Eng. Ibrahim Mukeera, Hyper Lounge Uganda Limited, +256759754865

Executive Director, Hyper Lounge Uganda Limited

Social Media

@josephssemalulu -
/josephssemalulu -
@ssemalulujo -
Position Overview:

A Customer Service Supervisor is a key position focused on managing and leading a team of customer service representatives. They ensure that customers receive exceptional support and assistance. Responsibilities include monitoring team performance, providing coaching and training, and handling complex customer inquiries or complaints. Customer Service Supervisors also play a vital role in improving service processes, maintaining quality standards, and collaborating with other departments to enhance the overall customer experience. Their leadership skills and dedication to customer satisfaction are integral to the success of the customer service team.

Company Overview:
T. Choithram and Sons LLC

T. Choithram and Sons LLC is a renowned international conglomerate with a rich history dating back to its founding in 1944. The company operates across diverse sectors, including retail, manufacturing, and distribution, serving customers in multiple countries. With a strong focus on quality, innovation, and community engagement, T. Choithram and Sons LLC has established a reputation for excellence and social responsibility. Their commitment to providing top-notch products and services has solidified their position as a trusted and influential business in the global marketplace.

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