Poobalan Senthil
Bangalore
Summary
Focused Operations Head with 17 years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers.
ALL 17 years of experience with 4 esteemed organizations. Good communication skills with solid planning and problem-solving skills. Skills in developing interpersonal relationships, quick decision making ability and out of the box notions. Well aware of quality standards specified by various firms relating to Service level agreements, Total Quality Management & Planning. My strengths are Ability to work with teams and motivate team members. Ability to learn from mistakes. Being result oriented. Build and maintain relationships. Talented Operations Director skillful developing and implementing policies, procedures and plans to enhance and direct company activities. Successful background growing revenue, allocating resources and coordinating plans by utilizing excellent verbal and written communication, program management and team leadership abilities gained during 17-year career in QSR &Cafes.
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Overview
17
17
years of professional experience
Work History
Operations Head
The Coffee Brewery (Koffbrew India PVT LTD)
08.2023 - Current
- Associated with The Coffee Brewery as Head of operations handling 14 outlets with a fleet of 150 numbers of employees, with annual revenue turnover of 4+ Cr
- Creating SOP Operations trackers, Project trackers, Training trackers & supply chain trackers
- Responsible for driving the team in terms of performance and delivering exemplary results in terms of Locations FOCO & FOFO models, Customer, Sales, People and Profit parameters.
- Developed strategic plans for business growth, enabling the company to expand its market share and increase revenue.
- Reviewed financial and operational reports on regular basis to make effective decisions.
- Initiated change management strategies that effectively addressed employee concerns while driving forward organizational transformation efforts.
- Designed training programs for employees that resulted in increased skills proficiency and higher workplace morale.
- Collaborated with executives to develop and execute strategic business plans.
- Analyzed performance metrics and identified key areas for improvement, leading to optimized processes across the organization.
- Coordinated logistics planning efforts to ensure timely delivery of products while minimizing transportation expenses.
- Established quality customer relationships through consistent delivery on commitments.
- Cultivated a high-performance work environment by setting clear expectations and fostering open communication among employees.
- Established a culture of continuous improvement, empowering employees to identify areas for optimization and implement innovative solutions.
- Mentored staff members, providing guidance and support that led to enhanced professional development and increased job satisfaction.
- Recruited and hired top talent by selecting qualified individuals to maximize profitability.
- Managed financial resources with a focus on cost control, leading to significant savings without compromising service quality.
- Managed budgets with accuracy, consistently staying within allocated funds without sacrificing operational goals or objectives.
- Conducted performance evaluations and provided constructive feedback to team members, promoting professional growth and development.
- Built strong relationships with stakeholders at all organizational levels, fostering collaboration between departments for optimal results.
- Collaborated within sales team to brainstorm business development strategies and identify customer product needs and preferences.
- Determined and initiated strategic business for quality control purposes, to boost delivery times and achieve cost-effectiveness.
- Led cross-functional teams to successfully execute complex projects on time and within budget constraints.
- Maintained excellent customer relationships through consistent delivery on commitments.
- Strengthened product branding initiatives by coordinating marketing strategies to optimize outreach.
- Assisted new partners with program planning by presenting profitable goals and forward-thinking objectives.
- Negotiated contracts, pricing structures and delivery schedules.
- Developed and presented key projects to board to obtain approval.
- Mentored and supervised diverse workforce, managing scheduling, supervision and performance management.
- Negotiated contracts with vendors, ensuring competitive pricing and favorable terms for the organization.
- Streamlined operations by implementing efficient processes and policies, resulting in improved productivity and reduced costs.
- Boosted customer satisfaction ratings by resolving issues quickly and effectively.
- Spearheaded corporate social responsibility initiatives that positively impacted the local community while enhancing the company''s reputation as a responsible corporate citizen.
- Championed innovation by encouraging creative problem-solving among team members, yielding new ideas for process improvements and cost reduction initiatives.
- Improved company revenue by collaborating with marketing, sales and service departments.
- Boosted productivity and verified early completion dates by eliminating production bottlenecks.
- Conducted audits of internal documents to validate transactions and provided financial guidance for resource allocation, inventory control and budgeting.
- Mentored employees and offered constructive feedback for performance improvement.
- Slashed overtime expenses by restructuring staff and management team schedules.
- Ensured compliance with industry regulations through diligent oversight of daily operations and thorough documentation practices.
- Oversaw supply chain management, effectively reducing lead times while maintaining high levels of product quality.
- Defined, implemented, and revised operational policies and guidelines.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Monitored budget and utilized operational resources.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Mentored and coached team members to foster productive and engaging work environment.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Established and monitored quality assurance standards to achieve operational excellence.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Reduced operational risks while organizing data to forecast performance trends.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Raised property accuracy and accountability by creating new automated tracking method.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Zonal Manager Operations / Training & Audits
Burrito Restaurant Pvt LTD (California Burrito)
07.2019 - 08.2023
- Associated with California burrito as Zonal Manager handling 11 outlets Hyderabad City with a fleet of 160+ employees with annual revenue turnover of 36+ Cr
- Training and Audits, Responsible for driving the TEAM in terms of performance and delivering exemplary results in terms of locations, Customer, Creating SOPs, Tracking people training, Sales, People and Profit parameters.
- Managed a high-performing team of sales professionals, providing coaching and performance feedback for continuous improvement.
- Streamlined operational processes for increased efficiency by analyzing workflow and implementing improvements.
- Conducted comprehensive performance evaluations of staff members annually; provided constructive feedback for improvement purposes.
- Oversaw inventory management processes to maintain optimal stock levels while minimizing carrying costs throughout the zone.
- Analyzed key performance metrics regularly, identifying areas for improvement and implementing necessary changes for optimal results.
- Collaborated with marketing teams to develop targeted promotional campaigns that drove customer engagement and increased sales conversions.
- Fostered an inclusive work environment by promoting diversity awareness; implemented policies that encouraged equal opportunity employment practices.
- Established a customer-centric culture within the zone, leading to improved customer satisfaction ratings and repeat business.
- Developed successful business partnerships with local vendors to promote brand visibility and drive sales growth.
- Monitored industry trends closely to identify potential threats or opportunities; devised corresponding action plans accordingly.
- Negotiated favorable contracts with suppliers, ensuring competitive pricing and efficient delivery schedules for the zone.
- Increased zonal sales revenue by implementing targeted marketing strategies and cultivating strong relationships with key clients.
- Enhanced communication between departments by initiating regular meetings to discuss ongoing projects, upcoming deadlines, goals achievements, and challenges faced.
- Spearheaded employee training programs to improve skill sets, enhance productivity, and boost overall job satisfaction.
- Optimized resource allocation across the zone by monitoring workload distribution among staff members and adjusting assignments as needed.
- Implemented cost-saving initiatives within the zone, reducing overhead expenses and increasing profitability.
- Considered and approved policies to support company initiatives and overall performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Developed reports of zone performance and presented data to upper management.
- Analyzed and improved performance across zone using sales metrics and performance reports.
- Supported regional managers, adjusting sales goals and processes for each region based on zone metrics and company objectives.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Managed senior-level personnel working in marketing and sales capacities.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Led cross-functional teams on strategic projects, fostering collaboration and achieving project milestones on time.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Coordinated with human resources to recruit top talent, ensuring that the zone's workforce remains competitive and well-equipped for business challenges.
Head of Operations
Chef Bakers
11.2014 - 06.2019
- Associated with Chef Bakers as Head of operations handling 41 outlets with a fleet of 280 numbers of employees, with annual revenue turnover of 26+ Cr
- Responsible for driving the TEAM in terms of performance and delivering exemplary results in terms of more FOCO model Stores, locations, Customer, Sales, People and Profit parameters.
- Reviewed financial and operational reports on regular basis to make effective decisions.
- Initiated change management strategies that effectively addressed employee concerns while driving forward organizational transformation efforts.
- Designed training programs for employees that resulted in increased skills proficiency and higher workplace morale.
- Collaborated with executives to develop and execute strategic business plans.
- Analyzed performance metrics and identified key areas for improvement, leading to optimized processes across the organization.
- Coordinated logistics planning efforts to ensure timely delivery of products while minimizing transportation expenses.
- Established quality customer relationships through consistent delivery on commitments.
- Cultivated a high-performance work environment by setting clear expectations and fostering open communication among employees.
- Established a culture of continuous improvement, empowering employees to identify areas for optimization and implement innovative solutions.
- Mentored staff members, providing guidance and support that led to enhanced professional development and increased job satisfaction.
- Recruited and hired top talent by selecting qualified individuals to maximize profitability.
- Managed financial resources with a focus on cost control, leading to significant savings without compromising service quality.
- Managed budgets with accuracy, consistently staying within allocated funds without sacrificing operational goals or objectives.
- Conducted performance evaluations and provided constructive feedback to team members, promoting professional growth and development.
- Built strong relationships with stakeholders at all organizational levels, fostering collaboration between departments for optimal results.
- Collaborated within sales team to brainstorm business development strategies and identify customer product needs and preferences.
- Determined and initiated strategic business for quality control purposes, to boost delivery times and achieve cost-effectiveness.
- Led cross-functional teams to successfully execute complex projects on time and within budget constraints.
- Maintained excellent customer relationships through consistent delivery on commitments.
- Strengthened product branding initiatives by coordinating marketing strategies to optimize outreach.
- Assisted new partners with program planning by presenting profitable goals and forward-thinking objectives.
- Negotiated contracts, pricing structures and delivery schedules.
- Developed and presented key projects to board to obtain approval.
- Mentored and supervised diverse workforce, managing scheduling, supervision and performance management.
- Negotiated contracts with vendors, ensuring competitive pricing and favorable terms for the organization.
- Streamlined operations by implementing efficient processes and policies, resulting in improved productivity and reduced costs.
- Boosted customer satisfaction ratings by resolving issues quickly and effectively.
- Served as point-of-contact for manufacturers in China, ensuring adherence to production schedules and efficiency of supply chain.
- Managed payroll processes by collecting staff time sheets, checking accuracy, correcting hours, tracking in database and approving routing.
- Worked with clients to guarantee satisfactory product specifications prior to production.
- Spearheaded corporate social responsibility initiatives that positively impacted the local community while enhancing the company''s reputation as a responsible corporate citizen.
- Utilized lean methodology to implement quality initiatives and reduce arrears.
- Championed innovation by encouraging creative problem-solving among team members, yielding new ideas for process improvements and cost reduction initiatives.
- Improved company revenue by collaborating with marketing, sales and service departments.
- Boosted productivity and verified early completion dates by eliminating production bottlenecks.
- Implemented cutting-edge technologies to optimize workflow efficiency and enhance overall operational performance.
- Conducted audits of internal documents to validate transactions and provided financial guidance for resource allocation, inventory control and budgeting.
- Mentored employees and offered constructive feedback for performance improvement.
- Slashed overtime expenses by restructuring staff and management team schedules.
- Ensured compliance with industry regulations through diligent oversight of daily operations and thorough documentation practices.
- Supervised operational processes and procedures for sales, supply chain management, distribution and resourcing.
- Oversaw supply chain management, effectively reducing lead times while maintaining high levels of product quality.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Defined, implemented, and revised operational policies and guidelines.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Monitored budget and utilized operational resources.
- Mentored and coached team members to foster productive and engaging work environment.
- Oversaw day-to-day production activities in accordance with business objectives.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Established and monitored quality assurance standards to achieve operational excellence.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Reported issues to higher management with great detail.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reduced operational risks while organizing data to forecast performance trends.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Deputy District Manager
Jubilant Food Works Ltd. (Domino's Pizza)
06.2009 - 11.2014
- Handling Multi Stores with revenue of 6+ Cr per annum
- Day-to-Day Store management
- Overall responsibility for all elements concerning the Service, Man management, and Secured Parking & Common Toilet facilities
- Responsible for overall Store sales and Loyalty Targets
- Responsible for maximizing revenue and minimizing overall cost
- Competitors tracking on a monthly basis
- Applying and follow the contractual obligations, policies and procedures (SOP)
- Establish and maintain good relationships with organizations
- Responsible for Creativity and show ingenuity to improve utility and productivity and cost control.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and a fast-paced environment.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
Cafe Manager
Amalgamated Bean Coffee Trading Company Limited
04.2007 - 06.2009
- Overall responsibility for all elements concerning the Service, employee handling, & Common Toilet facilities
- Responsible for overall Cafe sales and Loyalty Targets
- Responsible for maximizing Cafe revenue and minimizing overall cost
- Managed inventory and negotiated with suppliers to ensure fresh ingredients were always available, reducing waste.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Competitors tracking on a monthly basis
- Applying and follow the contractual obligations, policies and procedures (SOP)
- Establish and maintain good relationships with organizations
- Delivered excellent customer service experiences by addressing concerns promptly and professionally.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Maximized profitability through cost control measures, including mindful purchasing decisions and labor management.
- Oversaw calendar to manage staff schedule and organize shifts for adequate coverage.
- Oversaw daily cafe operations to maintain smooth workflow in both front-of-house and back-of-house areas.
- Trained cafe employees to consistently exceed customers' expectations and provide superior service.
- Established a welcoming atmosphere, maintaining high standards of cleanliness and presentation throughout the cafe.
- Improved customer satisfaction by implementing efficient service procedures and staff training programs.
- Secured daily cash by verifying totals and making nightly deposits.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Coordinated with catering staff to deliver food services for special events and functions.
- Maximized quality assurance by completing frequent line checks.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
Education
Bachelor of Commerce -
Dr. C.V. Raman University, Bilaspura(C.G)s
Pre-University Examination -
Priya Higher Secondary School, Bangalore
01.2004
Skills
- Staff Management
- Sales Promotion
- Business process reengineering
- Workforce Planning
- Maintaining inventory
- Business Analysis
- Key Performance Indicators
- Strategic planning and execution
- Operations Oversight
- Customer Service Management
- P&L Management
- Revenue Generation
- Business Development
- KPI Tracking
- Performance Evaluations
- Inventory Management
- Cost Control
- Process Improvement
- Performance Analysis
- Strategic Planning
- Decision-Making
- Allocating resources
- Recruitment Strategies
- Process Improvements
- Emergency planning
- Labor Relations
- Leadership training
- Employee Motivation
- Budget Development
- Department Oversight
- Logistics Management
- Standard Operating Procedures
- Report Writing
- Order Fulfillment
- HTML
- Warehouse Management
- Operational Efficiency
- Management Team Building
- Data Analysis
Languages
Fluent in English, Hindi, Tamil, Kannada and Telugu
Personal Information
- Date of Birth: 12/24/89
- Gender: Male
- Nationality: Indian
- Marital Status: Married
trucking , reading books, playing cricket
Always willing calming hills which is coles to bangalore ,
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Achieved [Result] through effectively helping with [Task].
- Resolved product issue through consumer testing.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Supervised team of 120 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Operations Head
The Coffee Brewery (Koffbrew India PVT LTD)
08.2023 - Current
Zonal Manager Operations / Training & Audits
Burrito Restaurant Pvt LTD (California Burrito)
07.2019 - 08.2023
Head of Operations
Chef Bakers
11.2014 - 06.2019
Deputy District Manager
Jubilant Food Works Ltd. (Domino's Pizza)
06.2009 - 11.2014
Cafe Manager
Amalgamated Bean Coffee Trading Company Limited
04.2007 - 06.2009
Bachelor of Commerce -
Dr. C.V. Raman University, Bilaspura(C.G)s
Pre-University Examination -
Priya Higher Secondary School, Bangalore
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