Feb 2022 – May 2025 · 3 yrs 3 mos · Gurugram, Haryana, India

• I was leading a team of 12 on-roll managers (HM’s, DAM’s & AM’s), 170 Off- roll staff (Team leads, scanner & runner) and 600+ riders in day to day last mile delivery operations. Managing last mile operations from 2 FC’s(Noida & Gurgaon) & 3 hubs in Delhi
• Increase NPS in Gurgaon QC orders by 5% through continuous efforts and dedication towards Delay/MDND/No damage/Rider rude behavior complaints.
• Improved performance metrics by delivering an average of 15000 orders per day, optimizing last mile delivery operations with dedicated delivery.
• Monitoring Inhouse & vendors performance regarding delivery SLA, COD, RTO, RVP & customer complaints, refund % & minimizing damage. Discussions with Inhouse managers and vendors on mentioned KPIs & MIS Reports (weekly & Monthly) for smooth functioning of operations.
• Analyze day to day activities to identify and reduce overall last mile and mid mile cost for zone level. Ensure that delivery operations are conducted as per the required SLA, Planning the services and implementation at ground level with required SLA
• New delivery vendor sourcing, reviewing, shortlisting, rates negotiation and on-boarding for the company as per Delhi NCR areas requirement for existing and new projects
• Works on various levels of planning, like Quick commerce services (1 hr/30 min/15 min), Polygons and mapping, Market place expansions and on-boarding, manpower and hub level planning as per call on services.
• Direct coordination with bigger vendors like Zomato, ONDC, Pidge to set the last mile process and system sync from both side to avoid gaps.
• Training and development of hub teams, achieving maximum productivity of manpower.
• Eliminated fraud of per day 240-250 orders fraud as well with data driven activities.

May 2019 – Jan 2022 · 2 yrs 8 mos · Delhi, India

• 1. Handling 11 stores in Delhi NCR & Outstation.
• 2. People Grower/ Management : Leading a Super Charged Team of 11 stores with 6 store manager, 10 shift managers & 41 + TM’s
• : Engage & Galvanize the team to achieve organizational Goals & personal growth: Forecast, identify, hire, train team consistently to meet labor requirement utilizing right tools
• : Identify, Train, Certify & Promote people as per requirement.
• : Performance Management of the team
• 3. Customer’s Rule: Lead by example & bring customer mania to life in every store
• : Influence teams to exceed customer’s expectation
• : Recovering & building escalated customer feedback as customer.
• 4. Sales & Marketing: Managing an annual business turnover of 1.1+ cr.
• : Building culture that Team owned the Stores
• : Communicating the planning, development and execution of the marketing calendar
• : Creating LSM initiatives, designing and planning events and execution of these events for increasing sales.
• 5. Profitability: Own the profitability store by store
• : Periodic Engagement with Team & Managers to optimize costs on basis pacesetter.
• : Forecasting of budgets (AOP) and for sales, costs and profitability
• : Manage & improve business performance by analyzing through daily, weekly & Monthly P & L’s.
• 6. New Store Opening: Handling Complete NSO as well for COSTA.
• : Plan & Execute New Store openings in the Area.
• : Coordinating with all Departments (BD, Projects, and Finance for ……...Expansion of business & new store opening in the city).
• : Site Presentation, Sales, P&L, & Capex Projection.
• 7. MIS: Analyzing MIS reports aiding in day to day operations.

Feb 2018 – May 2019 · 1 yr 3 mos · Greater Delhi Area

• Handling Delivery operations of Delhi
• 2. Optimize operations and effectively launch and implement various operations strategies for the company devising sourcing strategies, designing training modules and also for developing employee retention strategy.
• 3. Ensuring that the individual Delivery Hubs focus on Customers Service, Delivery Performance, Rider's grooming and Cost per Order Profitability.
• 4. Monitor real time service levels and schedule adherence.
• 5. Keeping track on Assets receiving, stocking and Issuing, Maintain records for same.
• 6. Take care of all vendor related issue, customer concerns
• 7. Ensuring the good quality of food and on time delivery at door step.
• 8. Develop safe and positive work environment for staffs.
• 9. Assist in interviewing, recruiting, and training staffs.
• 10. Meeting and planning of Orders growth with sales & marketing team.
• 11. Conducting weekly meeting of operational departments.
• 12. Responsible for adding areas or expansion plan with sales team in order to increase business growth
• 13. Coordinating with Dark kitchens for delivery related issues and performance.

Nov 2015 – May 2019 · 3 yrs 6 mos

• 1. Responsible for handling operations of Central distribution unit, Central bakery and food delivery unit.
• 2. P & l of food delivery unit and central bakery.
• 3. Plan to achieve sales, expenditure budget and cover margins to achieve bottom line.
• 4. Assigning daily weekly and monthly targets through team meetings and working toward its accomplishment wish adherence to SOP.
• 5. Keeping track on Indenting materials, receiving, stocking and delivery to satellite kitchen.
• 6. Monitoring the pricing of product and POS.
• 7. Inventory auditing and hygiene audits of stock at central warehouse and satellite kitchens.
• 8. Take care of all vendor related issue, customer concerns.
• 9. Ensuring the good quality of food and on time delivery at door step.
• 10. Develop safe and positive work environment for staffs
• 11. Analyze capital budget and expenses to find opportunities for cost-effectiveness and profitability
• 12. Develop marketing plans to achieve sales target and increase brand visibility within the assigned area
• 13. Address customer issues and queries in accurate and timely manner
• 14. Conducting weekly meeting of operational departments.

Jul 2014 – Nov 2015 · 1 yr 4 mos · bangalore

• 1. Analyze and plan restaurant sales levels and profitability
• 2. Ensure high standard of hygiene, staff grooming, customer satisfaction and VM standards in the given stores.
• 3. Supervise team in order to ensure quality of food & service, cleanliness and value for money.
• 4. Hire, train and motivate the activities of staff.
• 5. Managing over all operations and customer concern.
• 6. maintain high standards of quality control, hygiene, and health and safety
• 7. check stock levels, order supplies and prepare cash drawers and petty cash
• 8. Keeping store Profit & Loss on track.
• 9. Assisting Area manager in conducting monthly audits and in gathering various data on time from all stores.
• 10. As a part of NSO we have opened stores in Bangalore and Hyderabad.
• 11. Being First Restaurant Manager of south India launch in Bangalore we have achieve highest ever one day sales of Rs 10,58,000.

Jun 2012 – Jun 2014 · 2 yrs · Bangalore

• 1. Effectively handling and managing 10 stores in Bangalore & ROKA
• 2. Implementing new company policies and procedures by developing plans and instructing staff
• 3. Providing direction to Store managers to achieve store goals
• 4. Planning & projecting the sale targets for stores on the basis of last year sale.
• 5. Conducting meeting on weekly & monthly Review with store team on sales growth achievement, Training status of team, Current issues in stores, P& L and reports Etc.
• 6. Conducting Stores audits on Food safety & Quality, Customer service, Closing stock audit, cash handling checklist.
• 7. Ensure Team handle customer issues efficiently & Hospitality a top priority.
• 8. Preparing and sending reports to managements.
• 9. Coordinating with training department for New staff training & Current staff training modules completes on time.
• 10. Coordinating with HR on Hiring of new staff.
• 11. Coordinating with Accounts and admin department.
• 12. Taking care of marketing activities of store and cross check the effect of marketing activities on store sale.

Jun 2010 – May 2012 · 1 yr 11 mos · bangalore

• 1. Manage operations with passion, integrity, and knowledge while promoting the culture and values of the Store
• 2. Identify and delegate responsibilities to staff to ensure objectives are met and excellent service is consistently achieved
• 3. Managing store system like Training, scheduling/ duty Roster, inventory management, Plan maintenance.
• 4. Responsible for fast, smooth running and optimizing home delivery system
• 5. Ensure hygiene and cleanliness of the outlet.