Sheffy Abraham
Summary
Results-driven operations leader with 18+ years of experience in team leadership, entertainment park management, and customer service excellence. Skilled in optimizing park operations, enhancing guest engagement, and implementing safety protocols to deliver exceptional visitor experiences. Proven ability to drive revenue growth, develop innovative sales strategies, and lead diverse teams in high-paced environments in retail. Passionate about creating memorable guest experiences while maintaining operational efficiency in dynamic, high-paced environments.
Overview
19
19
years of professional experience
Work History
Team Leader for Ticketing, Retail, Birthdays and Events
Kidzania
02.2024 - Current
- Company Overview: Kidzania is a global edutainment brand that offers children a safe and interactive environment to explore various professions and activities
- Oversee operations for 4 departments (retail, airport/ Birthday, schools), directing a team of 28 staff members
- Developed and implemented cross-training programs, improving team efficiency by 20% & Leadership Development
- Directed daily operations with strong focus on customer satisfaction, performance optimization and safety protocols
- Sales Impact: Increased sales of souvenir merchandise by introducing a 'Back to School' bundle, placing it among the top 10 best-selling products
- Drove a 15% increase in retail sales of DIGI Photo merchandise, achieving a 20-30% boost in photo capture operations, contributing to a significant increase in overall product revenue
- Kidzania is a global edutainment brand that offers children a safe and interactive environment to explore various professions and activities
Establishment team/ Experience team as Team Leader
Kidzania
03.2023 - 02.2024
- Company Overview: Kidzania is a global edutainment brand that offers children a safe and interactive environment to explore various professions and activities
- Spearheaded the operations of establishment following the brand guidelines of Kidzania
- Lead and manage the shift operations for a team of 90 plus employees, ensuring high levels of performance, customer satisfaction and ensuring proper guest relation
- (20- 40) staff per shift)
- Led performance reviews for 20 team members, implementing personalized development plans that improved team engagement by 25%, enhancing operational efficiency in a high-paced entertainment setting
- Operational Excellence: Developed and implemented an Information Desk project that reduced customer complaints by 30%, creating personalized service touch-points and enhancing the overall visitor experience
- Kidzania is a global edutainment brand that offers children a safe and interactive environment to explore various professions and activities
Team Leader in KidZania for Retail
Kidzania
03.2018 - 02.2023
- Company Overview: Kidzania is a global edutainment brand that offers children a safe and interactive environment to explore various professions and activities
- Supervised retail operations for a team of 28 CSAs within an entertainment park, driving souvenir sales, Food carts and redemption stores and ensuring compliance with visitor safety standards
- Responsible for driving sales, visual display, presentation of the souvenir store and staff scheduling
- Collaborated with creative directors of DIGI photo, Dubai team in the complete revamping and upgrading the complete software, hardware and consumables
- Served as Stock Take Champion for the store with 26,000 units and 800+ SKUs, effectively managing a team of 16
- Led a 30-member team during lockdown to support Alshaya warehouse operations, ensuring uninterrupted service
- Nominated as the AURA champion for Kidzania (Customer Loyalty Program of Alshaya) Trained more than 37 cashiers for AURA in 11 sessions, Made AURA registration for 100% staffs (178 staffs) for the biggest store of Alshaya, drive the entire store for successful launch
- Kidzania is a global edutainment brand that offers children a safe and interactive environment to explore various professions and activities
Ambassador
Kidzania
01.2015 - 03.2018
- Company Overview: Kidzania is a global edutainment brand that offers children a safe and interactive environment to explore various professions and activities
- Ensuring excellent customer service experience offered to every customer
- Handling customer complaints and offering solutions with support of the duty manager
- Point of contact for a team of 25 plus part time Kuwaiti staffs, training them & allocation for the effective operation
- Has been the trainer for the Ambassador team for training the new members in the team
- Awarded the 'RISING STAR' of the brand from shoulder-to-shoulder program for 2015 by giving the best insight of the brand to other senior officials in the company from other brands
- Awarded the 'TOP AMBASSADOR' for the year 2015 for the best guest engagement
- Awarded the 'Employee of the month' for November 2016
- Awarded 'Visitor Service Champion' of the brand in August 2017
- Recognized as overall 'TOP SELLER' for the year in 2018 for sales excellence among 200 staff
- Kidzania is a global edutainment brand that offers children a safe and interactive environment to explore various professions and activities
Central Cash Office Personnel
Kidzania
03.2013 - 01.2015
- Company Overview: Kidzania is a global edutainment brand that offers children a safe and interactive environment to explore various professions and activities
- Perform functioning of cash office by preparation, distribution, and collection of cash daily with 16 plus cashiers
- Reconciliation of the daily sales report and updating with the finance team and management
- Strict adherence to the policies and procedures of AlShaya and educating all the cashiers
- Awarded with the 'Right to Share' in Jan 2014 for sharing the best practices with colleagues by being a role model
- Kidzania is a global edutainment brand that offers children a safe and interactive environment to explore various professions and activities
Branch Operations Manager
HDFC BANK
10.2011 - 01.2013
- Company Overview: HDFC Bank is one of India's leading private sector banks, providing a wide range of banking and financial services
- To be the branch operations manager and administer all the operations processes of the branch
- Drove quality client acquisition for CASA accounts, exceeding sales targets
- Implemented a comprehensive cross-selling strategy that resulted in the successful promotion of life insurance, general insurance, and various loan products, achieving a 20% increase in customer engagement within the quarter
- HDFC Bank is one of India's leading private sector banks, providing a wide range of banking and financial services
Area Sales Manager
Religare Finvest
07.2009 - 10.2011
- Company Overview: Religare Finvest is a financial services company that provides a range of financial products and services
- Lead the team of 6-10 Relationship Managers of 2 branches and ensure the Execution of Sales
- Helped the team to cross-sell life insurance, general insurance, mutual funds, fixed deposits, Home Loans, Mortgage Loans, SME Loans to existing clients
- Religare Finvest is a financial services company that provides a range of financial products and services
Branch Sales Manager
Dhanlaxmi Bank
06.2008 - 07.2009
- Company Overview: Dhanlaxmi Bank is a private sector bank in India that offers a range of banking services
- Led the sales team of two rural branches, enhancing deposits by ₹10 million through client relationship-building
- Dhanlaxmi Bank is a private sector bank in India that offers a range of banking services
Agency Manager
ICICI Prudential Life Insurance
06.2006 - 05.2008
- Company Overview: ICICI Prudential Life Insurance is a leading private life insurance company in India
- Developed a team of 15 financial advisers with effective cross-selling techniques, leading to successful conversion of 200+ customers into Life insurance, Mutual Funds and loan products
- ICICI Prudential Life Insurance is a leading private life insurance company in India
Education
Bachelor of Commerce -
MG University
01.2000
Honors Diploma - Network-Centered Computing
NIIT
01.1999
Skills
- Operations Management
- Team Leadership
- Sales strategy and execution
- KPI monitoring
- Negotiating skills
- Conflict resolution
- Customer Service Excellence
- Cross-functional Collaboration
- People management
- M S Office
- Retail POS systems
Activities
Guest faculty at Indian Institute of Planning Management (IIPM), Training and Development, 2012
Timeline
Team Leader for Ticketing, Retail, Birthdays and Events
Kidzania
02.2024 - Current
Establishment team/ Experience team as Team Leader
Kidzania
03.2023 - 02.2024
Team Leader in KidZania for Retail
Kidzania
03.2018 - 02.2023
Ambassador
Kidzania
01.2015 - 03.2018
Central Cash Office Personnel
Kidzania
03.2013 - 01.2015
Branch Operations Manager
HDFC BANK
10.2011 - 01.2013
Area Sales Manager
Religare Finvest
07.2009 - 10.2011
Branch Sales Manager
Dhanlaxmi Bank
06.2008 - 07.2009
Agency Manager
ICICI Prudential Life Insurance
06.2006 - 05.2008
Honors Diploma - Network-Centered Computing
NIIT
Bachelor of Commerce -
MG University
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