Gaurav Kohli

Worked for KFC and Taco Bell.

• Improved customer satisfaction by addressing and resolving customer complaints promptly and professionally.
• Immediately resolved issues with patrons by employing careful listening and communication skills.
• Implemented cross-training initiatives among team members which increased flexibility in staffing and improved overall service delivery.
• Kept restaurant compliant with all federal, state, and local hygiene and food safety regulations.
• Optimized table turnover rates by training staff on efficient service techniques and refining seating arrangements for peak hours.
• Maintained a clean and inviting atmosphere within the restaurant by implementing strict cleanliness standards for both staff members and the dining area itself.
• Streamlined operations by implementing efficient staff scheduling, reducing labor costs while maintaining service quality.
• Managed financial responsibilities including budget development, cost control measures, and revenue tracking.
• Established rapport with regular customers through personalized service experiences, encouraging loyalty visits and positive word-of-mouth referrals from satisfied guests.
• Collaborated with General Manager to develop strategic plans for business growth in alignment with company objectives.
• Supervised all areas of restaurant to keep it clean and well-maintained.
• Facilitated effective communication between front-of-house and back-of-house teams, fostering a collaborative work environment that led to smoother operations.
• Coordinated private events, working closely with clients to ensure their vision was executed flawlessly while maximizing profitability for the restaurant.
• Boosted employee morale through recognition programs, leading to higher retention rates and improved teamwork.
• Increased sales with targeted marketing promotions and event planning for special occasions.
• Oversaw vendor relationships to ensure timely deliveries of high-quality products at competitive prices.
• Recruited top talent for open positions, conducting thorough interviews to select candidates who met skill requirements and cultural fit.
• Ensured compliance with health and safety regulations by regularly inspecting the facility, equipment, and staff practices.
• Reduced food waste by closely monitoring inventory levels, ordering supplies as needed, and adjusting menus accordingly.
• Completed inventory purchases and oversaw shipment processing.
• Enhanced team performance by providing regular coaching and feedback to employees.
• Performed daily administrative tasks, such as ordering supplies, processing invoices and reconciling accounts.
• Managed team of up 25 restaurant staff, maintaining exceptional customer service and quality standards.
• Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
• Identified team weak points and implemented corrective actions to resolve concerns.
• Developed and implemented strategies to improve revenue and profitability.
• Conducted regular meetings with staff to discuss performance and address any issues.
• Analyzed daily sales figures and developed strategies to increase sales.
• Monitored restaurant operations and adjusted schedules to meet peak customer demand.
• Motivated staff to perform at peak efficiency and quality.
• Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
• Analyzed sales data to identify trends and adjust purchasing decisions accordingly.

• Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
• Effectively managed labor costs by monitoring productivity levels among staff members and making strategic scheduling decisions.
• Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
• Carefully interviewed, selected, trained, and supervised staff.
• Addressed customer concerns promptly and professionally, turning potentially negative experiences into positive outcomes.
• Developed and maintained a strong team of motivated staff by providing ongoing training and development opportunities.
• Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
• Maintained open lines of communication between front-and back-of-house teams to facilitate smooth day-to-day operations.
• Correctly calculated inventory and ordered appropriate supplies.
• Implemented efficient scheduling practices to ensure optimal staffing levels during peak business hours.
• Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
• Implemented new employee onboarding processes, providing comprehensive training that promoted retention and a strong understanding of company culture.
• Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
• Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
• Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
• Enhanced customer satisfaction through consistent delivery of high-quality food and service.

Worked for Pizza Hut

• Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
• Carefully interviewed, selected, trained, and supervised staff.
• Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
• Reconciled cash and credit card transactions to maintain accurate records.
• Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
• Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
• Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements as well.
• Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
• Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
• Trained and mentored new employees to maximize team performance.
• Improved overall team performance by effectively delegating tasks and providing clear instructions.
• Promoted a positive work environment through open communication and constructive feedback.
• Kept employees operating productively and working on task to meet business and customer needs.
• Supervised employees and oversaw quality compliance with company standards for food and services.
• Worked closely with team members to schedule breaks and shifts to meet state regulations.
• Coached crew members to optimize performance and motivate toward more efficient work.

Worked for Expedia Travel Process.

• Arranged travel accommodations for groups, couples, executives, and special needs clients.
• Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
• Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
• Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
• Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
• Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
• Streamlined booking processes for improved efficiency and reduced wait times for customers.
• Improved overall revenue by upselling additional services such as excursions, insurance, and upgraded accommodations when appropriate.
• Followed up with customers to increase customer service with travel plans.
• Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
• Generated reports on travel trends and customer feedback to inform business goals.
• Maintained detailed records of client transactions, ensuring accurate billing information was always on hand for future reference or dispute resolution purposes.
• Updated and maintained customer databases to increase customer retention.
• Implemented a new online booking platform, making it easier for clients to browse and reserve travel options independently while still receiving personalized support from the agency.
• Implemented a new customer relationship management system to better track client interactions and preferences, resulting in repeat bookings.
• Monitored currency exchange rates and advised customers on best time to purchase foreign currency.
• Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
• Helped customers with passport and visa applications.
• Promoted dedicated customer service and support by promptly resolving customer complaints.
• Generated repeat business through proactive follow-up with past clients, soliciting feedback on their experiences and offering tailored recommendations for future trips.

International BPO USA Based Process ( Reachout Wireless Phone) Retention Process.

• Improved customer satisfaction by addressing inquiries and resolving issues promptly.
• Maintained detailed records of client interactions, updating customer information accurately in the database.
• Reduced customer complaints by providing clear explanations on products, services, and policies.
• Managed high call volume efficiently, ensuring timely response to incoming calls without compromising quality of service.
• Identified areas of improvement within the telecaller process by monitoring call recordings and implementing necessary changes accordingly.
• Delivered prepared sales pitch from script and persuaded potential customer to purchase product or service.
• Built rapport with customers through friendly conversations and active listening for enhanced customer experience.
• Leveraged CRM database to manage customer data, log calls and other activities and generate reporting to deliver actionable insights and develop sales pipeline.
• Established trust with clients through transparent communication about product features, benefits, and limitations.
• Handled sensitive customer information with utmost confidentiality, adhering to data protection regulations and company guidelines.
• Provided immediate assistance to colleagues when needed, fostering a collaborative work environment within the team.
• Enhanced communication skills through regular training sessions and workshops offered by the organization.
• Provided valuable feedback to management regarding product offerings and pricing based on customer reactions during telephonic interactions.
• Completed daily and weekly sales reporting using assigned tools.
• Answered calls, took messages, and transferred calls to correct individuals.