Gaurav Arora
Barrie,ON
Summary
Dynamic and results-driven professional with a strong background in both the hospitality and customer service industries. Experienced in managing restaurant operations and leading large customer support teams to achieve high performance. Proven ability to train, motivate, and support staff to meet quality standards, exceed customer expectations, and drive business success. Skilled in team leadership, customer relationship management, operations oversight, and performance analytics. Passionate about creating efficient systems, and fostering a culture of excellence.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Manager
Bombay Frankies
East Gwillimbury, Ontario
02.2023 - Current
- Supervised daily restaurant operations, ensuring high standards of food quality, hygiene, customer service, and staff performance.
- Managed and trained a team, front-of-house and kitchen staff to deliver exceptional service, and maintain smooth shift transitions.
- Handled customer complaints and feedback promptly, improving overall guest satisfaction, and increasing repeat business.
- Oversaw inventory control, procurement, and vendor relationships to ensure the timely availability of ingredients and supplies, while minimizing food waste and costs.
- Created staff schedules and managed labor costs in alignment with operational demands and budget targets.
- Monitored health, safety, and cleanliness compliance with local regulations and company policies.
- Coordinated with kitchen staff and chefs to ensure timely food preparation and consistent product quality.
- Implemented upselling strategies that boosted average order value and daily revenue.
- Conducted regular team meetings and performance evaluations, fostering a positive, productive work environment.
- Played a key role in local marketing efforts, contributing ideas to promote new menu items, and special offers.
Subject Matter Expert (Customer Service)
Teleperfromance
India
05.2022 - 12.2022
- Supported and guided a team of over 60 Customer Service Representatives in delivering high-quality customer interactions.
- Provided coaching, mentoring, and daily support to improve team KPIs, including AHT, CSAT, and FCR.
- Acted as a point of escalation for complex issues, and assisted agents with real-time problem-solving.
- Conducted knowledge-sharing sessions and training refreshers to maintain product and policy knowledge across the team.
- Collaborated with operations managers and quality teams to improve service workflows and agent performance.
- Delivered regular feedback and performance insights to team leaders to support continuous improvement.
Education
Post-Graduate Diploma - Project Management
Georgian College
Barrie, ON10-2024
Post-Graduate Diploma - Mobile Application Development
Georgian College
Barrie, ON10-2023
Bachelor of Computer Applications - Information Technology
Kuk University
India06-2020
Skills
- Team leadership and coaching
- Customer service and communication
- Operations and process management
- Administrative and tech skills
- Multitasking under pressure
- Customer retention strategies
- Customer service excellence
- Inventory planning and cost control
Accomplishments
"Best Agent of the Year" at Teleperformance (selected out of 5000+ employees) for exceptional customer service and high performance.
Certification
- CPR First Aid
- Food Handlers
Additional Details
- Languages: Fluent in English and Hindi
- Availability: Open to full-time and part-time roles with immediate availability
- Work Eligibility: Legally authorized to work in Canada
- Customer-Centric Approach: Proven ability to create a positive guest experience and resolve conflicts quickly
- Adaptability: Experience working in fast-paced environments across two different industries
- Certifications: Food handlers, CPR First Aid.
- Technological Adaptability: Comfortable with learning and adapting to new software, tools, and platforms
- Team Player: Collaborative approach with a focus on coaching and knowledge sharing
- Relocation: Ready to Re-locate
Affiliations
- Team Building Coordinator – Organized team outings and engagement activities to boost morale and collaboration at Bombay Frankies and Teleperformance.
- Mentorship & Peer Support – Actively mentored new employees and supported their onboarding process, both in restaurant operations and customer service roles.
- Event Planning – Participated in the planning and execution of in-house promotional events and festive celebrations to drive customer engagement.
- Volunteer Work – Assisted in local community kitchen or food drives (if applicable – can be added if you have volunteered).
- Customer Feedback Champion – Regularly analyzed and presented customer feedback to suggest improvements in service delivery.
- Soft Skill Workshop Attendee – Attended internal workshops on communication, leadership, or time management (if applicable).
References
References available upon request.
Timeline
Manager
Bombay Frankies
02.2023 - Current
Subject Matter Expert (Customer Service)
Teleperfromance
05.2022 - 12.2022
Post-Graduate Diploma - Project Management
Georgian College
Post-Graduate Diploma - Mobile Application Development
Georgian College
Bachelor of Computer Applications - Information Technology
Kuk University
Similar Profiles
Brett KovarBrett Kovar
Server at Frankies Italian's / Frankies Jazz ClubServer at Frankies Italian's / Frankies Jazz Club
Eduardo LeonEduardo Leon
Store Manager at Frankies FurnitureStore Manager at Frankies Furniture
Haley SalzmanHaley Salzman
Part-Time Sales Supervisor at Frankies BikinisPart-Time Sales Supervisor at Frankies Bikinis
Elizabeth TapanilaElizabeth Tapanila
Cashier at OlsenCashier at Olsen
Ethan CavaliereEthan Cavaliere
Volunteer at Furry Friends Animal ShelterVolunteer at Furry Friends Animal Shelter