Summary
Overview
Work History
Education
Skills
Professional Accolades
Languages Proficiency
Personal Information
References
Software
ZOHO, Ozonetel, Kalyera, Surbochat, Redash, Metabase, Unolo
Timeline
Gaurav Garg

Gaurav Garg

With over 22 years of experience in the Hospitality and Food and Beverage Retail Sector. He has expertise in managing operations, vendor relations, team leadership, and business development. Gaurav has a proven track record of optimizing performance, driving revenue growth, and ensuring customer satisfaction.
New Delhi,DL

Summary

Dynamic and results-oriented professional with over 22 years of experience in operations management, retail management, and team leadership. Proven track record of driving operational efficiency, enhancing customer satisfaction, and achieving business objectives. Skilled in vendor management, budgeting, and strategic planning. Strong leadership abilities with a focus on motivating teams to deliver exceptional results. Seeking challenging opportunities to leverage expertise in a dynamic work environment.

Overview

23
23
years of professional experience

Work History

Manager Operations II / Delivery Head II / Helpdesk Operation Head

DOTPE Private Ltd
9 2021 - Current
  • Lead and manage a team of helpdesk staff to ensure efficient operations and optimal performance
  • Provide guidance, coaching, and support to helpdesk team members to enhance their skills and productivity
  • Handle escalated customer issues and ensure timely resolution to maintain high levels of customer satisfaction
  • Identify opportunities for process improvement and implement strategies to streamline workflows and enhance efficiency
  • Conduct regular performance evaluations of helpdesk staff and provide feedback for continuous improvement
  • Ensure adherence to company standards and policies to maintain high-quality customer service delivery
  • Generate reports on helpdesk performance metrics and analyze data to identify trends and areas for improvement
  • Collaborate with other departments to address complex issues and improve overall service delivery
  • Manage the budget for the helpdesk department, including resource allocation and cost control measures
  • Monitor compliance with service level agreements (SLAs) and take corrective actions to meet SLA targets
  • Stay updated on industry best practices and emerging technologies to continuously improve helpdesk operations
  • Vendor Management: Oversee relationships with third-party logistics providers, ensuring alignment with company objectives and SLAs
  • Performance Monitoring: Track key metrics such as on-time delivery and order accuracy to assess 3PL partner performance
  • Contract Negotiation: Negotiate contracts and agreements with 3PL providers to secure favorable terms and service levels
  • Quality Assurance: Implement quality control measures to ensure 3PL partners meet operational standards and customer expectations
  • Process Optimization: Identify opportunities for process improvement within the logistics chain, collaborating with 3PL partners to enhance efficiency
  • Risk Management: Assess and mitigate risks associated with third-party logistics operations, including compliance and security concerns
  • Cost Management: Manage logistics costs and resource allocation to achieve budgetary targets while optimizing service levels
  • Cross-Functional Collaboration: Collaborate with internal stakeholders to align logistics strategies with business objectives
  • Continuous Improvement: Drive initiatives to enhance logistics performance and service quality through feedback and data analysis
  • Compliance and Regulatory Oversight: Ensure compliance with regulations and industry standards governing logistics operations
  • Technology Integration: Explore and implement innovative technologies to optimize logistics processes and improve visibility
  • Training for merchants on Dotpe platform and Rista Software

City Manager / Zonal Manager

Café Coffee Day, Value Xpress Division
02.2012 - 09.2021
  • Coffee Day Value Xpress is present in 24 cities and over 900 locations across the country in well known Management Institutes, metros, Schools, Corporate Offices, Hospitals and Courts
  • It is take away and pocket friendly café with high range of CCD products
  • Some clients are High Court, Supreme Court of India, DPS schools, OP jindal University, IIT, Max hospitals, Naryana Rudralaya Hospitals, Ericson, Amex, HCL, TCS, Presidium Schools, Amity, Army Hospital.

Area Manager

Nirula’s
09.2011 - 01.2012
  • Nirula’s is India’s oldest fast food chain
  • Based in North India
  • It was Delhi first fast food restaurant in 1977
  • They later added a pastry shop, snack bar, hot shoppe and an Ice Cream parlour
  • Nirula’s is Known for their Ice creams in 21 flavors
  • Accomplishes area sales human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees in assigned districts; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
  • Achieves area sales operational objectives by contributing regional sales information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining regional sales system improvements; implementing change
  • Meets regional sales financial objectives by forecasting requirements; initiating corrective actions
  • Maintains and expands customer base by counseling district sales representatives; building and maintaining rapport with key customers; identifying new customer opportunities
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks
  • Accomplishes sales and organization mission by completing related results as needed.

Guest Experience Manager / Store Manager / Area Manager

Barista Coffee Company Ltd
07.2005 - 09.2011
  • Barista by its very nature is a pioneer in the field of building coffee culture in India
  • It deals with the diversity of giving and enhancing the flavors of coffee
  • Area: Delhi, Punjab and Chandigarh Business Volume: 1.3 Crore Responsible for overall P & L of the accountable units
  • To oversee activities directly related to operations at specific area or region level
  • Review operational records and reports to project sales and determine profitability
  • Plan and direct staffing, training and performance evaluations to develop and control sales and service programs
  • Direct and coordinate activities of the business or department concerned with the operations and service delivery
  • Review financial statements, sales and activity reports and other performance data to measure productivity and goal achievement
  • Determine areas needing cost reduction and service improvement
  • Direct and coordinate organizations financial and budget activities to fund operations, maximize investment and increase efficiency
  • Establish and implement operations policies, goals, objectives and procedures conferring with the overall objectives and goals of the organization
  • Ensure profitability of operations and supervise all aspects of product management, monitoring food production to ensure compliance with quality & hygiene standards
  • Ensuring maximum customer satisfaction by closely interacting with in-house and potential guests to understand their requirements and customizing the product and services accordingly
  • Responsible for training of Unit Managers to make their units as profitable centers
  • Determine staffing requirements, interview, hire and train new employees and oversee personnel processes
  • Reduction in Turnout Ratio or higher Retention Percentage
  • Implementation and overseeing the LOCAL STORE MARKETING in coordination with the Marketing team
  • Liaison with government official / environmental bodies for legal permission and license
  • Conducting staff meeting at periodic intervals and ensure motivation of the team
  • Keeping Fun at work culture alive.

Floor Manager

Galaxy Multiplex
08.2004 - 07.2005
  • Worked as Floor manager in the pulsating environment of 3-screen multiplex with state-of-the-art acoustic and reception system and exclusive 635 seats capacity in single auditorium
  • Managing operations, systems, and training of one of the highest revenue generating confectionery and auditorium with sole responsibility for a team of 14 associates, which includes service staff, auditorium staff and housekeeping staff
  • Responsible for smooth operation, friendly service and maintaining high standard without compromising quality
  • Responsible for training of new service staff, as well as all associates through buddy system and demonstrating technical skills required of the job profile concerned
  • Responsible guest satisfaction indices system of the outlet
  • Have achieved a high indices rating through creation of better internal feedback system
  • Scheduling training and activities for the staff to contribute towards enhanced guest experience
  • Solely responsible for ensuring Food & Beverage cost controls, adhering and employing stringent control measures, achieved food and beverage costs within the parameters
  • Formulating accurate statistical & compilation of various F&B reports which included the daily consumption report and other reports on a month end basis.

Team Member / Brew Master

Café Coffee Day
12.2002 - 08.2004
  • Smooth flow of daily work in the outlet maintaining standard operating procedures
  • To ensure that hygiene & cleaning of the outlet is well above the standards
  • Rendering customer service and attending their complaints, suggestion
  • To ensure about inventory and Indenting on daily basis
  • To ensure highest standards as desirable in five star hospitality.

Team Member

Wimpy’s
11.2001 - 12.2002
  • One of India’s first burger chain.

Education

Diploma in Retail Management -

Asian Retail Institute Hauz Khas, Delhi
Grade: A grade

Bachelor of Commerce - undefined

Delhi University

10+2 - undefined

C.B.S.E. Board
Grade: Distinction

10th - undefined

C.B.S.E. Board

Skills

Operations Management

undefined

Professional Accolades

  • Won Best Performance 2017-18 in excellence
  • Won Best Communication Skill award in India Barista Championship (Bangalore) 2008
  • Chosen as one of the three achievers in North India at Café Coffee Day
  • Got first promotion as brew master in 10 months
  • Ability to analyze Data & Information towards Effective Decision Making
  • Good Co-ordination with people
  • Ready to learn and adopt new things
  • A firm believer in teamwork
  • Strong behavior in pressure situations

Languages Proficiency

English, Hindi

Personal Information

  • Father's Name: Mr. Prabhat Garg
  • Mother's Name: Mrs. Aruna Garg
  • Date of Birth: 11/29/83
  • Marital Status: Married

References

Available on Request

Software

Zoho

Ozonetel

Kalyera

Surbochat

Redash

Metabase

Unolo

ZOHO, Ozonetel, Kalyera, Surbochat, Redash, Metabase, Unolo

1. **ZOHO**: Zoho is a cloud-based software suite that provides a wide range of applications for businesses, including CRM, finance, HR, marketing, and more. It offers solutions for various business needs, helping companies streamline their operations, manage customer relationships, and improve productivity.

2. **Ozonetel**: Ozonetel is a cloud communication platform that offers solutions for customer engagement, contact center management, and voice-based services. It provides tools for inbound and outbound calling, IVR (Interactive Voice Response), call tracking, and analytics.

3. **Kaleyra**: Kaleyra is a cloud communication platform that specializes in SMS and voice services. It offers APIs and SDKs for businesses to integrate SMS and voice capabilities into their applications and workflows. Kaleyra's solutions are used for marketing campaigns, customer notifications, two-factor authentication, and more.

4. **Surbochat**: Surbochat is a chatbot platform that enables businesses to create and deploy AI-powered chatbots for customer service, lead generation, and sales automation. It provides tools for designing conversational flows, integrating with messaging platforms like WhatsApp and Facebook Messenger, and analyzing chatbot performance.

5. **Redash**: Redash is an open-source data visualization and dashboarding tool that allows users to connect to various data sources, create interactive dashboards, and share insights with others. It supports SQL queries, visualization customization, and collaboration features.

6. **Metabase**: Metabase is an open-source business intelligence and analytics tool that enables users to query and visualize data without writing any code. It provides a user-friendly interface for exploring data, creating charts and dashboards, and sharing insights with colleagues.

7. **Unolo**: Unolo is a customer engagement platform that helps businesses enhance customer loyalty and retention through personalized rewards, incentives, and offers. It provides tools for creating loyalty programs, tracking customer behavior, and analyzing campaign performance.

Timeline

City Manager / Zonal Manager - Café Coffee Day, Value Xpress Division
02.2012 - 09.2021
Area Manager - Nirula’s
09.2011 - 01.2012
Guest Experience Manager / Store Manager / Area Manager - Barista Coffee Company Ltd
07.2005 - 09.2011
Floor Manager - Galaxy Multiplex
08.2004 - 07.2005
Team Member / Brew Master - Café Coffee Day
12.2002 - 08.2004
Team Member - Wimpy’s
11.2001 - 12.2002
Manager Operations II / Delivery Head II / Helpdesk Operation Head - DOTPE Private Ltd
9 2021 - Current
Asian Retail Institute Hauz Khas, Delhi - Diploma in Retail Management,
Delhi University - Bachelor of Commerce,
C.B.S.E. Board - 10+2,
C.B.S.E. Board - 10th,

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Gaurav GargWith over 22 years of experience in the Hospitality and Food and Beverage Retail Sector. He has expertise in managing operations, vendor relations, team leadership, and business development. Gaurav has a proven track record of optimizing performance, driving revenue growth, and ensuring customer satisfaction.