Vivian D'Souza
Assistant Manager Operations
Mumbai
Summary
Optimistic, organized, and adept at coordinating team efforts, ensuring seamless operations. Possesses solid understanding of operational workflows and proficiency in project management and process optimization. Committed to driving efficiency and contributing to overall organizational success.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
6
6
Languages
Work History
Assistant Manager Operations
Teleperformance
06.2023 - Current
- Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.
- Improved customer satisfaction rates by closely monitoring service quality and addressing issues promptly.
- Spearheaded efforts towards continuous improvement within the department by incorporating feedback from employees at all levels.
- Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
- Reduced employee turnover rates by fostering a positive work environment and providing clear growth opportunities.
- Collaborated with cross-functional teams to achieve overall business objectives and improve operational performance.
- Streamlined communication channels between departments for better interdepartmental collaboration on projects or initiatives affecting operations.
Team Leader - Operations
Teleperformance
06.2021 - 06.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Assistant Restaurant Manager
Fauchon Paris
02.2020 - 08.2020
- Monitored restaurant operations and adjusted schedules to meet peak customer demand.
- Supervised all areas of restaurant to keep it clean and well-maintained.
- Monitored daily cash transactions, ensuring accuracy in all financial reporting processes.
- Conducted regular meetings with staff to discuss performance and address any issues.
- Managed team of up to 18 restaurant staff, maintaining exceptional customer service and quality standards.
- Immediately resolved issues with patrons by employing careful listening and communication skills.
- Ensured compliance with health department regulations by maintaining a clean and safe dining environment.
Assistant Restaurant Manager
Millennium Hotel & Resort
11.2018 - 11.2019
- Increased restaurant revenue with 20% through advertising with limited resources by using word-of-mouth strategies.
- Decreased total costs by analyzing team member's strengths, hiring skilled staff, and changing the schedule accordingly to their needs.
- Proved to be a good team-player with the management team by providing innovative solutions, introduced new concepts, actively negotiated and resolved differences and employed a constructive criticism approach.
- Promoted new food items which brought in a profit that added value to the overall sales.
- Reorganized the side stations which resulted in a 30% increase in overall efficiency.
- Introduced a unique mix of new cocktails on the menu which gained immense popularity and increased the sales by 35% in the first 3 months.
- Improved customer base by engaging in friendly chat with customers which ensured a base of recurring person.
Restaurant Headwaiter
Millennium Hotel & Resort
05.2017 - 10.2018
- Greeted new customers, discussed specials, and took drink orders.
- Enhanced customer dining experience by providing exceptional service and anticipating guest needs.
- Increased overall restaurant efficiency by effectively managing and delegating tasks to the wait staff.
- Managed food resources, memorized orders, and coordinated customer service.
- Trained staff members on use of POS system.
Restaurant Captain
Millennium Hotel & Resort
06.2016 - 04.2017
- Collaborated with chef to enhance client experience through professionalism and knowledgeable service.
- Enforced proper hygiene practices among staff members as per health regulations.
- Assisted management in creating promotional strategies, contributing to an increase in repeat business.
- Collaborated with kitchen staff to ensure timely preparation and presentation of meals, enhancing guest dining experience.
- Trained new team members on restaurant procedures, resulting in a more cohesive and effective staff.
Restaurant Server
Millennium Hotel & Resort
12.2013 - 05.2016
- Maintained a clean and welcoming dining environment for guest comfort and enjoyment.
- Collaborated with kitchen staff to ensure accurate preparation and prompt delivery of special dietary requests.
- Cultivated warm relationships with regular customers.
- Demonstrated knowledge of menu offerings, including ingredients and preparation methods to address customer inquiries effectively.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Butler
Intercontinental, Marine Drive
03.2013 - 11.2013
- Implemented strategies aimed at cost minimization, productivity maximization without reduction of consistency and Brand Quality Standards.
- Ensured operation runs within out looked financial framework.
- Negotiated contracts with approved suppliers in liaison with the departmental manager.
- Monitored guest comments and Guest Voice (GSS) results to identify shortfalls and remedy service issues.
- Maintained mini bar and in-room dining service standards.
- Worked closely with Purchasing department to ensure better products and prices.
Team Leader
Sahara Star
01.2010 - 02.2013
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Waiter
Le Royal Meridien (Now Hilton)
07.2009 - 12.2010
- Meeting and greeting customers, building strong relationships and taking orders.
- Communicating with kitchen staff,, relaying special requests and feedbacks.
- Suggesting guests on meal choices and drink pairing where possible.
- Opening and closing of restaurant area, setting up and cleaning equipment.
- Resolving complaints to achieve positive solutions for customers and the restaurant.
- Communicating with the host and bar staff, to ensure continuity of service for guests.
Education
Bachelor of Science - Hotel & Tourism Management
Rizvi College of Hotel & Tourism Management
Mumbai, India 05.2006 - 06.2009
Skills
Team work
Time management
Public speaking
Operational efficiency
Employee engagement
Customer engagement
Process improvement
Performance tracking
Honor Awards
- Awarded as the manager of the quarter for the 1st quarter of 2025.
- Awarded as the Best Team Leader for 3 consecutive months in Teleperformance.
- 'My Millennium Enrollment Program', Millennium Hotel & Resort, Garnered the highest number of loyalty members for the month of Feb, Mar, Apr & Jun '19.
- 'Employee of the Month', Millennium Hotel & Resort, Won the employee of the month for the month of July, 2018 & June, 2014.
- 'Employee of the Year', Sahara Star, Nominated as the employee of the year for 2012.
- 'Best Groomed Employee', Sahara Star, Won the best groomed employee for June, 2011.
Timeline
Assistant Manager Operations
Teleperformance
06.2023 - Current
Team Leader - Operations
Teleperformance
06.2021 - 06.2023
Assistant Restaurant Manager
Fauchon Paris
02.2020 - 08.2020
Assistant Restaurant Manager
Millennium Hotel & Resort
11.2018 - 11.2019
Restaurant Headwaiter
Millennium Hotel & Resort
05.2017 - 10.2018
Restaurant Captain
Millennium Hotel & Resort
06.2016 - 04.2017
Restaurant Server
Millennium Hotel & Resort
12.2013 - 05.2016
Butler
Intercontinental, Marine Drive
03.2013 - 11.2013
Team Leader
Sahara Star
01.2010 - 02.2013
Waiter
Le Royal Meridien (Now Hilton)
07.2009 - 12.2010
Bachelor of Science - Hotel & Tourism Management
Rizvi College of Hotel & Tourism Management
05.2006 - 06.2009
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