Sunil Kumar

Managing end-to-end training responsibilities for Karnataka and Goa region across multiple retail formats

Designing, planning, and delivering classroom and on-the-job training for Store Managers, Department Managers, and frontline staff.

Leading leadership development programs

Partnering closely with Regional HR, State HR, Market Managers, and Business Heads to align training interventions with business goals.

Monitoring training effectiveness through assessments, feedback, audit scores, and customer service improvements

Supporting new store openings and business priorities through induction, NSO training, and refresher programs.

Acting as a capability-building partner to operations by improving productivity, grooming standards, customer experience, and leadership readines

• Briefed team on product and promotion changes to support upselling.
• Designed and implemented practices to boost customer satisfaction metrics.
• Completed audits and risk assessments to achieve regulatory compliance.
• Resolved complex customer enquiries, disputes and complaints.
• Overhauled staff training programme to elevate delivery of outstanding customer service.
• Inspected products and services to comply with quality standards.
• Actively listened to customers to fully understand requests and address concerns.
• Developed excellent working knowledge of industry trends and improvements in processes.

• Joined HFBPL as Area manager Sales and Operation for Bangalore Region in the year of 2016.
• Responsible for day to day Sales and operation activity for 19 flagship / high street and Airport outlets.
• Responsible for P&L of the outlets.
• Working with leadership team, in developing new products, sales strategy and go to market approach and Preparing SOP for any new process introduced.
• Managing a team of 120 members including store and area manager's sales and operation department.
• Coordinating with supporting department.
• Ensure quality consistency across the region & also to check all ingredients to be stored at proper temperature.
• Motivating the team to perform well in the process, to make them eligible for incentives & to grow in the System.
• Ensuring compliance with the set quality standards in order to enhance Guest satisfaction
• Overall responsibility for smooth operation of the region assigned.
• (Guest service, Target sales, Inventory management, Marketing program, Staff scheduling & Training, Product service, Preparation of Daily, Weekly & Monthly reports).
• Conducting Weekly and Monthly Sale Review Meeting and Guiding the team on achieving shortfall in sale.
• Conducting Appreciation Program to reward those team members who are doing well in their respective area.
• Launching new outlets :- I was responsible for launching new outlets at high streets and at airports.
• Also Handling outdoor catering (ODC) Business.

• Considering Personal and Professional Growth Joined GFA India PVT LTD as Assistant manager internal audit and QMS.
• Worked as assistant manager audit and QMS for 4 sub brands under GFA ( Pizza corner, Coffee world, the Donut Bakers and The Cream and fudge)
• I was Responsible for SOP Audit and Quality management service.
• Responsible for Inventory stock audit for all 110 outlets across India for all 4 sub Brands.
• Taking care of Central kitchen, Where house audit and reporting management on the gaps and audit findings.
• Ensuring Corrective and preventive action is conducted for the Audit findings and Documenting the same.
• Stores petty and banking cash will be verified during the store audit, if any petty or banking variance, will be highlighted to concern department and ensure the same will be cleared before the audit conclude.
• Conducting mid-month and month end inventory audits at where house every month.
• Conducting NGCC (National guest care center) audit / call evaluation every month.
• OMPL management assigned me Hybrid agree biotech lab (Banana tissue culture) audit and submitting the audit report.
• Implementing the ISO 9001 and 2008 standards at store level.
• Ensuring that all regions QCC audits are conducted as per SOP every month taking care of West Bengal, Mumbai and Bangalore QCC audits and grading the Facility.
• Handling 7 Audit executives and reviewing there day to day job.

• Started My career with Amalgamated been coffee trading company as executive Auditor, I were responsible for taking care of Stock inventory audit, Petty cash audit, Salary audit, SOP audit, manual bill book management for all the outlets, Verifying the Materials Plano gram whether the stocks has been arranged as per Stock thresholds, Checking shelf life of the products and FIFO, Monitoring the minimum and maximum stock level at store, Ensuring Pest control schedule is followed and ensuring no pest activity found at outlet level.
• Responsible for central kitchen and where house audit and Reporting management on shrinkage and variance.
• Worked at – Ahmadabad, Pune, Mumbai, Delhi and Bangalore.
• Awarded as the Best Auditor of the Month in ABCTCL (Café Coffee Day).