GAURAV KOHLI
Toronto,Canada
Summary
Experienced Customer Service and Operations Leader with 16+ years in Hospitality and Call Center environments. Skilled in managing both in-person and virtual service operations, with a passion for customer satisfaction, team leadership, and process efficiency. Proven ability to lead high-performing teams, resolve customer issues across multiple channels (phone, email, chat), and deliver consistent results in fast-paced environments. Now focused on leveraging both front-line service and communication experience to contribute to remote customer service teams.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Restaurant General Manager
Soul Restaurant Canada Inc.
Toronto, Canada
08.2018 - 01.2025
- Managed dual-branded drive-thru operations (KFC & Taco Bell), serving 10,000+ customers weekly.
- Ensured top-tier customer satisfaction by resolving concerns via in-person, phone, and app-based platforms.
- Led remote team communications with head office and oversaw digital customer feedback analysis.
- Hired, trained, and coached over 25 staff, improving order accuracy and service delivery speed.
Restaurant General Manager
Burger King India Pvt Ltd.
New Delhi, India
11.2016 - 07.2018
- Oversaw day-to-day operations and customer engagement at a high-traffic metro location.
- Coordinated staff schedules, resolved service issues, and maintained operational compliance.
- Delivered service training and performance reviews for new hires and team leads.
Restaurant General Manager
Pizza Hut – Devyani International Ltd.
Greater Kailash, India
09.2014 - 10.2016
- Led a team of 30+ in delivering high-quality guest service while maintaining food safety standards.
- Resolved service escalations and coached staff in handling complex customer interactions.
- Analyzed daily operations to meet KPIs on profitability and guest satisfaction.
Customer Service Representative
InterGlobe Technologies Pvt. Ltd.
India, India
03.2011 - 07.2014
- Supported travel clients via phone, chat, and email, customizing itineraries to meet preferences.
- Addressed inquiries, resolved service complaints, and logged customer interactions in CRM.
- Increased satisfaction scores by providing accurate, friendly, and proactive support.
Customer Care Executive
VCare Call Center Pvt. Ltd.
India, India
08.2009 - 02.2011
- Handled inbound calls in a high-volume setting, providing service and technical support.
- Improved call quality by monitoring interactions and suggesting script enhancements.
- Maintained detailed CRM logs and supported reporting for management insights.
Education
Bachelor of Arts - Hospitality & Tourism Management
Shobhit University
09.2014
High School Diploma -
National Open School
Delhi, India06.2008
Computer Certificate -
Delhi Commonwealth Women's Association
01.2005
Skills
- Restaurant & Retail Operations
- Training & Development
- Team Leadership
- Scheduling
- Staff Training
- Remote Customer Service
- In-Person Customer Service
- Conflict Resolution
- Problem Solving
- Call Handling
- Time Management
- Independent Work
- Communication
- Client Retention
- Microsoft Office Suite
- CRM Tools
Certification
- Food Handler (Canada)
- Basic BPO Training
Hobbies and Interests
- Listening to Music
- Remote Productivity Tools
Languages
- English (Fluent)
- Hindi (Native)
Timeline
Restaurant General Manager
Soul Restaurant Canada Inc.
08.2018 - 01.2025
Restaurant General Manager
Burger King India Pvt Ltd.
11.2016 - 07.2018
Restaurant General Manager
Pizza Hut – Devyani International Ltd.
09.2014 - 10.2016
Customer Service Representative
InterGlobe Technologies Pvt. Ltd.
03.2011 - 07.2014
Customer Care Executive
VCare Call Center Pvt. Ltd.
08.2009 - 02.2011
Bachelor of Arts - Hospitality & Tourism Management
Shobhit University
High School Diploma -
National Open School
Computer Certificate -
Delhi Commonwealth Women's Association