Sonu Yadav
New Delhi
Summary
Graduate from Vinayaka Missions University with experience in QSR Management, Sales and Marketing, Events for brands like Café Coffee Day, Costa Coffee, Barista Lavazza, Domino’s Pizza, Honey and Dough. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
19
19
years of professional experience
Work History
Sr. Manager Operations
Delifrance India
New Delhi
07.2024 - 10.2024
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
- Managed a team by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
- Analyzed data from market research surveys to identify trends and develop actionable insights for organizational growth.
- Identified areas of improvement within existing operations through process analysis and benchmarking studies.
- Ensured compliance with applicable laws, regulations, policies, and procedures across all business units.
- Regularly evaluated customer satisfaction levels by surveying customer base and analyzing results.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Reviewed completed work to verify consistency, quality, and conformance.
- Mentored junior staff in the organization's business processes, customer service standards, and quality assurance protocols.
- Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
Ops Manager
Honey and Dough
New Delhi
07.2024 - 10.2024
- Responsible for setting of sales and operational goals and expectations for the area and ensuring that those goals and expectations are achieved through regular monitoring
- Responsible for the business performance of all café
- Analyze and plan area and café sales levels and profitability and monitor daily
- Prepare reports at the end of the shift/week, including staff control, cost control, and sales
- Create and execute plans for cafe sales, profit, and staff development
- Monitoring the operations of the cafe during scheduled shifts
- Maintain high-quality control standards, hygiene, and health and safety in the Café’s
- Responsible for checking stock levels, ordering supplies, and maintaining adequate supplies in the area
- Responsible for budgets, expenditures and P&L of the area
- Scout for opportunities of incremental sales like events, corporate parties etc
- Created and maintained key performance indicators to track operational efficiency and effectiveness.
- Managed daily operations including scheduling, resource allocation, inventory management, and customer relations.
- Responsible for the overall hiring for operations inclusive manager
- Responsible for the induction training, Beverage training and other all training related to Operations
- Responsible for purchasing of all café Assets for new café opening
- Responsible for handling CRM dashboard and Online platforms like Swingy, Zomato, and Company Website
- Responsible for to finalize the location of New Stores, Give Sales projections, and Open New Outlets
- Responsible for to Handle Company Billing software in terms of Updating the New Recipe, Raw Material & Dish Codes and Unit-Sub Unit and Fractions
- Responsible for obtaining all licenses and handling all legal issues
- Responsible for Business Development by Finalizing locations, Rent, etc
- 3 Times Rewarded as Star Manager of the month in café coffee day
- Best Performing Area Manager Decreased the overall loss of 4 lakh’s from 8 cafes in 2016 in CCD
- Rewarded by Best Area Manager in Region for the financial year 2017-2018 in CCD
- Highest Performing Area Manager of the Year in 2017-2018 for the region by Achieving 100% YTD Target
- Improved the average monthly overall sales of the area by 20 %
- Implemented new strategies to increase productivity while reducing costs associated with production processes.
- Conducted regular training sessions on safety protocols, operational procedures, product knowledge., for team members across all departments.
- Established clear communication channels between departments; facilitated weekly meetings between department heads to discuss goals and objectives.
Area Manager
Café Coffee Day
01.2013 - 01.2018
- Conducted periodic reviews of inventory levels and product mix in stores.
- Provided guidance on the implementation of new policies and procedures in stores.
- Scheduled regular meetings with store teams to discuss objectives, performance metrics and customer feedback.
- Reviewed staffing needs to ensure adequate coverage at all times in stores.
- Ensured that store personnel adhered to company policies related to cash handling, security systems, hygiene standards.
- Coached Store Managers on developing effective sales strategies and building customer loyalty.
- Developed strategies for increasing sales, market share and customer satisfaction.
Assistant Store Manager
Costa Coffee
01.2011 - 01.2012
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Developed strategies for increasing store profitability by analyzing financial data and implementing cost-saving measures.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Maintained accurate records of all transactions, stock levels and employee performance metrics.
- Prepared detailed reports summarizing sales activity, customer feedback, and other relevant information.
Guest Experience Manager
Barista Coffee
01.2007 - 01.2011
- Developed and implemented customer service policies and procedures to ensure superior guest experience.
- Conducted regular training sessions for staff members on the importance of providing exceptional customer service.
- Investigated escalated complaints from guests and took appropriate action when necessary.
Diamond Team Member
Domino’s Pizza
01.2006 - 01.2007
- Assisted customers with product selection and ordering process.
- Performed opening and closing duties such as setting up displays, restocking items, and cleaning the sales floor.
- Maintained a clean and organized work area throughout shift.
- Greeted customers upon entering the store with friendly demeanor.
- Promoted products through effective merchandising techniques.
- Prepared reports on sales activities, customer feedback, and inventory status.
- Trained new team members using approved training materials and information.
Education
Graduate -
Vinayaka Missions University
Skills
- OPS Management
- Profit and Loss Management
- Product Promotion
- Customer service
- Team Management
- Market analysis
- Sales channel analytics
- Data analytics
- Cost review
- Cost reduction strategies
- Coaching and mentoring
- Employee engagement
- Staff development
Accomplishments
- 3 Times Rewarded as Star Manager of the month in café coffee day.
- Best Performing Area Manager Decreased the overall loss of 4 lakh’s from 8 cafes in 2016 in CCD.
- Rewarded by Best Area Manager in Region for the financial year 2017-2018 in CCD.
- Highest Performing Area Manager of the Year in 2017-2018 for the region by Achieving 100% YTD Target. Improved the average monthly overall sales of the area by 20 %.
- Captain of the school cricket team. Represented school at cluster level.
Extracurricular Activities
Captain of the school cricket team. Represented school at cluster level.
Academicqualification
Graduate from Vinayaka Missions University.
Pastexperiences
- 2006-2007, Domino’s Pizza, Diamond Team Member
- 2007-2011, Barista Coffee, Guest Experience Manager
- 2011-2012, Costa Coffee, Assistant Store Manager
- 2013-2018, Café Coffee Day, Area Manager
- 2018-2024, Honey and Dough, Ops Manager
- 2024, Delifrance India, Sr. Manager Operations
Timeline
Sr. Manager Operations
Delifrance India
07.2024 - 10.2024
Ops Manager
Honey and Dough
07.2024 - 10.2024
Area Manager
Café Coffee Day
01.2013 - 01.2018
Assistant Store Manager
Costa Coffee
01.2011 - 01.2012
Guest Experience Manager
Barista Coffee
01.2007 - 01.2011
Diamond Team Member
Domino’s Pizza
01.2006 - 01.2007
Graduate -
Vinayaka Missions University