Varun An ambitious, creative and highly motivated individual having 11 Yrs of experience in Non-Banking

Finance, QSR, CDIT, Apparel, Footwear & Luxury retail, having passion for the service industry

Khanor and an uncompromising commitment to quality and outstanding customer experience. Having a
proven track record of improving team performance on customer service metrics and SLA delivery.
Senior Manager Retail Also an oracle at maximizing retail & restaurant sales by providing an enjoyable shopping-dining
Operations, Hero FinCorp experience for customers, and a comprehensive management, planning and support service to all
retail staff. Able to create a unique experience for customers by giving them easy access and
guidance to all store department from beginning to end.
I am currently looking for a senior managerial position and a career advancement opportunity
with a company that will not only challenge me professionally but will also allow me to develop my
knowledge & potential still further.

Experience

May 2015 - Senior Manager

present Customer Service & Operations, Hero FinCorp, New Delhi
Responsible for developing & ensuring implementation of Customer Service
strategy covering all Contact Centre (Inbound, Outbound) and Online
Collection processes. Also accountable for integrating the People, Process and
Technology for business enhancement.

Personal Info
• Designing, Driving and Setting up all three processes - Customer Service /
Address Alternate Collections / Cross sales.
G - 262A Sector 22 Noida • Support & Review Customer Service strategy and planning mechanisms.
Uttar Pradesh 201301 • Involved in optimizing, modularizing and reviewing Robotics solution.

Phone • Well versed with process identification and feasibility analysis of business

7838603483 processes. Implemented several changes in CS process that increased

straight through processing of requests by 32% and reduced direct labor
E-mail
costs.
varun.s.khanor@gmail.com
•Customized the existing automations and added the new business
Date of birth requirements for existing applications like FinnOne LMS & SFDC
June 07, 1986 • Worked in close association with Salesforce.com Solution Architect for
LinkedIn creating PDD & SDD of a new CRM. Actively participated in Test plan
linkedin.com/in/varun- preparation, improvised process requirements, and identified the various

khanor-77428ab3 possible scenarios for Automation Development.

• Experience in Call Center requirements gathering and documentation along with
Skills Call Center process design including workflow and data flow.
• Assisted in designing and preparation of call flows with usability services &
Google Studio conducted complete analysis of system and business requirements for all IVR
Power BI applications.
• Worked on Genesys CCPulse+ for reporting purposes & tested the
Tableau
Salesforce.com Agent Desktop Integration.
JIRA
• Expert in creating Test Plans and Test cases based on the Business
Salesforce CRM Requirement Documents (BRD).
• Maintained comprehensive technical documentation such as programming
Genesys
specifications, functional and technical designs of CRM & IVR solution.
MS Office
• Ensuring development of and reviewing Standard Operating Procedures (SOP)
Alteryx & work instructions governing functional activities as needed.
• Developing a focus on Customer Satisfaction and Customer Centricity via
Statistics for DA
Quality Assurance mechanism & Customer Surveys.
HR Analytics
• Enhancing the quality of customer interactions, ensuring quality assurance,
Agile Scrum compliance regulatory and legal obligations are met across all interactions.
• Conducting performance analysis and providing data to the senior management
team to be able to enhance the overall quality of the process.
 • Works with the Operations Manager, Operations Supervisor, Business Strategy
Languages
Team and HR, to provide floor support / coaching to meet deliverables i.e.
English quality, customer satisfaction and performance objectives.
• Active contribution to make the process better, faster and quicker, implement or
refine agent training and coaching initiatives to bridge skills gaps, correct broken
Hindi internal processes, improve workforce, scheduling or perhaps alert other areas of
organization that are having an impact.

Jan 2014 - Store Manager

Jan 2015 TATA Croma, Infiniti Retail Pvt. Ltd. Connaught Place, New Delhi Responsible
for managing the day-to-day operation of the store, as well as setting customer
service standards, and launching initiatives to hit sales targets. As well as
developing and motivating a team, whilst ensuring everyone adheres to
company policies and procedures.

• Driving operational, visual and customer service standards in store.

• Monitoring and reviewing store performance on a regular daily, weekly
and monthly basis.
• Maintaining accurate statistical & financial records.
• Implementing store compliance, health and safety procedures.
• Maximizing sales through effective merchandising and marketing.
• Deciding on store layouts.
• Recognizing and rewarding good staff performance.
• Monitoring product availability levels throughout the day and replenish stocks
to ensure 100% availability.
• Developing business links within the local community.
• Working with various brand vendors to manage displays within the store.
• Recruiting the right people with the right behaviors in to the right jobs
and ensuring they are given access to the right training.
• Actively monitoring competitor activity& local trading patterns.
• Managing the store profit & loss account within budget.
• Getting feedback and capturing data from customers.

Dec 2012 - Assistant Store Manager

Jan 2014 Reliance Brands Pvt. Ltd. (Kenneth Cole & Steve Madden), Chd & Ggn Leading
and motivating colleagues in everything from stock replenishment, customer
service right through to setting up displays and driving sales. Deputizing in the
absence of store manager, and doing everything possible to drive the business
forward.

• Leading, driving, energizing and motivating teams to do better.

• Planning and delivering initiatives for market growth through Home Shopping.
• Merchandise Planning and Product Presentation.
• Proposing and implementing promotions and special offers.
• Maintaining PR at store Level & organizing local community events for Brand.
• Mentoring new employees & staff at SIS counters.
• Controlling and maintaining the budgets and expenditure.
• Implementing and managing the shops security and anti-theft policies.
• Ensuring the store operates efficiently and effectively in all operational
areas such as shrinkage, stock control, admin and presentation.
Jun 2009 - Restaurant General Manager
Dec 2012 YUM! Restaurants India Pvt. Ltd. (KFC), Hyd, Del, Ddun, Mum, Ahmd
• Cost & Overhead Reductions
• Inventory Planning & Control
• Efficiency Improvement
• Labor Relations & Efficiency
• Restaurant Infrastructure & Operations Budgeting
• Supplier/Vendor Management
• Workforce Scheduling & Time Management
• Customer Service Skills Training
• Responsible for KFC’s training pertaining to different departments.
• Conducting orientation sessions and arranging on-the-job training sessions
for new employees.
• Helping Shift Managers improve their interpersonal skills in order to
deal effectively in the restaurant and role.
• Setting up individualized training plans to strengthen each employee's
existing skills or developing new ones.
• Involved in Campus recruitment for Management Training Program)
and Operational Training Program.
• Actively involved in the Launch & Training Of Krusher in
KFC,Indian Subcontinent.
• Ensured adherence to YUM! Restaurants International; KFC Standards
of service - Contributed to periodic successful Brand Standard Audits
• Execution of Branded Service and Feedback process.
• Conducted yearly performance appraisal and feedback sessions with
Team Members.
• Prepared of financial reports and regularly published results with the team.

Education

Jun 2006 - Banarsidas Chandiwala Institute of Hotel management

Apr 2010 & Catering Technology, Guru Gobind Singh
Indraprastha University, Delhi
Bachelor of Hotel Management & Catering Technology

Certificates

Certified Internal Auditor for ISO 9001:2015

Certified Restaurant Operations & Management Modules Trainer

Train the Trainer Certification

Taking People with You

Managing Self

Managing Others

High Impact Coaching

Interests

Microblogging

Playing Djembe Drum

KEY COMPETENCIES AND SKILLS

Retail
• Quickly responding to customer complaints, requests and comments.
• Brand Integrity and market awareness.
• Developing customer service procedures, policies & standards.
• Driving operational, visual and customer service standards in store.
• Commercial & Business awareness.
• Comprehensive knowledge of all relevant legal, health and safety issues.
• Ability to organize & prioritize workload within a retail setting.
• Effectively maintaining stock levels and ensuring the quality of supplies.
• Always putting the customer first.
Managerial
• Analyzing and researching trends within the retail sector.
• Personally ambitious and achievement focused.
• Putting customers at the heart of all decisions.
• Managing stressful situations.
• Able to tactfully deal with difficult customers.
• Enforcing strict rules and regulations in the workplace.
• Clearly communicating corporate information to staff.
• Strong organizational capabilities.
• Selecting, building relationships with and managing suppliers.
• Implementing pricing strategies.
Personal
• Possessing a professional, focused and understanding attitude towards customers.
• Committed to continuing education and training.
• Ability to respond quickly to emergencies.
• Able to work closely with other professionals as part of a team.
• Strong influencing and communication skills.
• Ability to pick up new skills and knowledge quickly.
• Having a flexible attitude and positive approach.
• Ability to concentrate for long periods.
• Responsible attitude & willing to undertake additional professional responsibilities at
local, regional or national levels.
• Willing to work evenings, early morning and weekends.