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CAREER ASPIRATION - Seeking a position with an organisation of repute in Hospitality or Retail providing the opportunity
to contribute by utilizing and expanding upon experience and capabilities & Leading teams for running successful
operations with proven ability of achieving objectives


More than 18 Years of rich experience in Operations, Sales, Hospitality and Customer service worked with reputed Brands
like Amici Caf, Dominos Pizza, Mc. Donalds Pizza Hut, Subway
Being honest, hardworking Sincere & confidant, Coupled with the Best Practices of Service, Logistics & hyper local logistics
industrys standards & procedures.
An effective communicator who demonstrates skills in P&L, C.R.M. Forecasting & Operations management.
Experienced in Sales, Operations Local Store Marketing and Team Management.
An Out-of-the-Box Thinker with a proven track record of increasing revenues, launching new outlets, streamlining workflow
and creating a teamwork environment.

Sales and local store marketing:

Managing sales and local store marketing operations by Initiating and developing relationships with corporate customers in target
organisations for business development, Identifying prospective customers from various sectors and generating business from the
existing & new customers thereby achieving sales targets/maximizing profit.
Planning & executing promotional activities conceptualising& implementing strategies as a part of brand building
Forecasting the monthly/annual sales targets and executing them in a given time frame thereby enhancing existing clientele,
Devising effectuating competitive selling programs/strategies to improve the product awareness and enhance business growth

Customer/Client Relationship Management:

Maintaining cordial relations with customers to sustain the profitability of the business
Maximizing customer satisfaction level by on time delivery, monitoring customer complaints, providing efficient services,
Handling customer grievances and resolving issues, Managing customer centric operations & ensuring customer satisfaction by
achieving 100% S.O.S. in delivery & service quality, attending important sales of corporate customer to earn good relations &
brand image. Interacting with them to gather their feedback regarding the cleanliness, hospitality, accuracy and value

Team Management:
Leading, Mentoring and monitoring the performance of team members to ensure efficiency in sales/process/operations for
meeting of individual & group targets, Creating & sustaining a dynamic environment that fosters development opportunities &
motivates high performance amongst team members, Imparting continuous on job training for accomplishing greater operational
effectiveness/ efficiency, Imparting training regarding service execution & suggestive selling aspects in QSR Organizing training
Programs for new/existing recruits for achieving results in parameters such as Delighting Customers, Top line & Bottom line

Operation Manager - Delhi NCR
Grab A Grub Services Pvt. Ltd.
Since December 2015
Leading Grab - Delhi NCR in terms of Operation & administration for Delhi Office with team size of 120+riders on field & 20 office
staff like Area managers, B.D.M, HR.Exe. Call centre support team, office Staff & their Managers.

To supervise last mile logistics service for businesses and enterprises & manage their last mile deliveries.
Ensure our fleet of riders are connected via a technology platform that enables pickup & delivery of orders across
Dealing with all the service related concerns of our merchants
Encompasses of restaurants, food tech platforms, pharmacies, e-commerce platforms, groceries and more
To strive for time & cost efficiencies for our merchants while allowing them to outsource the non-core vertical of the business & scale.
Heading daily operations with 120+ riders handling 1200+ orders
Spearheaded efficiency monitoring for riders: Decreasing the cost per order across Delhi NCR
Analyzed data reports on different scopes including Burn, Efficiency, Revenue, Man Hours
Created SLA reports of Key clients like Aramex, Mc. Donalds .K.F.C., Subway, Yumist & Zomato bringing focused approach to
ensure better performance.
Planning Daily weekly monthly Activities & getting the same Executed.

Head of Operations Delhi NCR - Viewpoint Food & Services Pvt. Ltd
April 2015 November 2015
Worked with Viewpoint Food &Services Private Limited as a Head of Operations and taking care of all aspects related to
Delivery Services of an online food portal. Handled team size of 290+ Delivery Bikemates, 6 Area Supervisors, 2 Operations
Executive, and 2 Asst. Operation Managers. Process around 900 1000 transactions a day with a GMV of approx 1Cr. on monthly
basis. Close to 200 brand units Yhungry is an online food portal it let customers browse numerous restaurants & their menus to
place an order for the delivery of food at your doorstep

Head - Delivery Manager Operations

Amici caf
January 2014 March 2015
Worked with Eatinc food & beverages as a Head Delivery Manager Operations and taking care of all aspects related to
Delivery Services of the all outlets, Amici means FRIENDS in Italian and the choice of name signifies the theme of the caf
which are located at Ambience Mall Vasant Kunj, Cyber Hub Gurgoan, Defence Colony, Hauz Khas Village, Khan Market & Select
City Walk Saket in New Delhi. Recently have Launched Free Home Delivery services of AMICI as AMICI Gourmet Pizza Delivery in
stores like Defence Colony, Hauz Khas, Khan Market, Cyber hub &Vasant Vihar

Deputy District Manager

Domino's Pizza India - South Delhi & NOIDA
March 2011 December 2013
Worked with Jubilant food works ltd. as a Deputy District manager operations (North) had taken care of stores in NOIDA &
Delhi, opened branch in KalkaJi, Delhi in total handled six managers four training aces and a team strength of around 60 plus
team members and was looking after the delivery and dine in business to ensure smooth operations in terms of Sales, profit,
customer and employees satisfaction. During the tenure handled different stores in NOIDA & Delhi

Senior Manager
Lateral Trends Delhi
August 2007 February 2011
Worked at Lateral Trends as a Senior Manager, Working in a different sector is a good learning experience was handling a
team of around 30 associate and 3 group leaders and was taking care of covering all clients in Delhi & N.C.R.
Catering the broad spectrum of operations, Marketing & Sales
To invite new clients & companies for the above mentioned Consulting
To Deliver Quality service to the clients in terms of Hiring, training of their employees Investment and consulting

Restaurant General Manager

Devyani International limited, Pizza Hut South Delhi, Jodhpur & Faridabad
February 2005 July 2007
Working with pizza hut was a great learning experience in terms of operation as well have learned to focus on four major
Things of QSR/ casual dine- in business .i.e. employee, customer, sales & profit have handled a employees strength of 50 plus
team members and 5 manager

Store Manager
Subway - New Delhi, Bangalore & NOIDA
March 2002 January 2005

Crew Training Squad

Mc Donalds NOIDA & New Friends Colony
April 1999 February 2002


Leading the cause from front at Domino's pizza Social services as a manager of Domino's did a lot of social activities around 12
of them on different causes
Volunteer & participated in pulse polio week throughout the year
Cleaning society of different area in Delhi & NOIDA and making the public aware about the importance of hygiene in life
Distributing pizza, food items, sweets or fruits on different festive occasions to the unprivileged people
spending good time & great pizza with Differently-able Children, in blind school "AGGAN BADI'S" & old aged homes


Mc Smile - Awarded by the Restaurant Manager Mr. Rudra Kishore with Mc. Smiley for April 99 at NOIDA 18 store

Mc. Fastest Order Taker - Awarded by the Restaurant Manager Mr. Deepak Mahinderu for Taking 106 order in one peak hour at
sector18 NOIDA drive thru for Oct 99, NOIDA
Sales Building Award - Awarded by Mc. Donalds India (north) with Sales Building Award best sales record among rest of the
stores in 99, NOIDA
Local Store Marketing Award - Awarded by Mc. Donalds India (north) with L.S.M. Award for the year 2000 for maintaining the
best Local Store Marketing, NOIDA
Ways of Winning Award - Awarded by Mc. Donalds India (north) with W.O.W. Factor Award by giving the wow effect to all
customers & achieving 100% TCS for year 2001, NFC
Appreciation Letter - Got appreciation letter from the President cum CEO Mr. Virag Joshi for smart work, Enthusiasm &
Commitment level in January 2006
Best Manager - Ranked as Gold Store (Ansals, Faridabad) in CHAMPS Excellence Review conducted by Mr. Vanketesh from Y.U.M.
in 2007 represented Jodhpur & won Area Champs Challenge 2006 and the following Awards - Best Production Team, Best Front of
House Team, Best Customer manic, Best Manager


2009-11 Degree Bachelor of Commerce (H) Alagappa University Karaikudi

1998-99 Intermediate Govt. Boys Sr. Sec. School Patel Nagar, Delhi

1996-97 Matriculation N.S. Public School NOIDA


Date of Birth 23rd June 1982

Fathers Name Mr. Mashhood Akhtar

Hobbies Sports, Cooking & Playing Cricket

Languages known English & Hindi

Marital status Married

Nationality Indian

Passport No H8083332

Sex Male

(Dileem Akhtar)