Customer Service Manager

Abhishek Sharma

****************@*******.***

C-*00 D, Guru Nanak pura, Cell: +91 – 999-***-****

Laxmi Nagar

Delhi - 110093

Cinema incharge in DT Cinemas with 8+ years of experience in multiplex, food chain and service industry.

Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of

underperforming operations.

Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as

a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and

store operations policies.

Training certificate of First Aid from Red Cross Society.

Internal safety auditor certificate from ERGO Safety.

Successfully participated in British Safety Council audit to achieve the five stars HSE rating for the organization.

Areas of Expertise

Customer Service Management Customer Satisfaction Enhancement Teambuilding & Training

Complaint Handling & Resolution Front-End Supervision Cost-Reduction Strategies

Retail Operations Management Compliance Handling Order Fulfillment

Professional Experience

DT CINEMA – DLF Utilities Ltd.

(13th Jan. 2014 Till Date)

Cinema incharge – Operations

DT Cinemas, Greater Kailash-2

As a cinema inchage, I am a leader, a business planner, a human resources officer and a marketing executive all

rolled into one. Cinema incharge is responsible for performing the following duties: ensuring that the cinema

comply with health and safety legislations; recruiting, training, managing and appraising staff; promoting and

marketing films; keeping financial and statistical records; writing reports and financial forecasts; making sure

that excellent customer service is provided; dealing with customer inquiries and complaints; maintaining cinema

standards; maximizing productivity and meeting sales targets; working together with agencies to ensure that

housekeeping and security standards are obeyed; motivating all staff to do their best in performing their duties;

evaluating the performance of the cinema staff; and ensuring that operating and accounting procedures and

standards are obeyed.

DT CINEMA – DLF Utilities Ltd.

(12th Nov. 2011 Till 12th Jan 2014)

Asst. Manager – Operations

DT Cinemas, Saket

Asst. Managers have responsibility for all the artistic work produced within a theatre and for the management of

all parts of the organization, in a job that demands both commercial and creative skills. Supporting the Cinema

Manager in overseeing the financial management of the theatre, this involves handling the budget for a

production and taking responsibility for its financial outcome.

• Achieved highest RPH in all over India for a Multiplex.

• Exemplified the second-to-none customer service delivery for which DT Cinemas is well renowned in

all interactions with customers.

Making schedule of 40 crew members and 6 Team leaders. Met or exceeded all sales targets despite

increased competition.

Prepared a comfortable environment that enhanced employee performance and helped build a motivated

workforce.

Local Area Marketing to increase admissions to the cinema. Also to establish DT Cinemas, not only as

Cinema but as an overall entertainment destination of first choice.

• Interacting with customers whenever required and handling the grievance and complaints to enhance

customer’s satisfaction.

Co-ordinates and control the day-to-day operations of Concessions and Box-Office.

Co-ordination with administrator manager for all necessary compliance.

DT DINER DLF SERVICES LTD

Shift Manager (Food court operations) (20th Oct. 2010 Till 11th Nov. 2011)

A shift manager is to be responsible for the whole food court operations including security, maintenance,

housekeeping, parking, compliance, daily cash banking, cash management, budget, training and hiring of team

members, coordinate with the area manager for smooth operations, organizing event and birthday parties to

increase the sale, control the daily expenses, sale forecasting to meet the goals, look after for all the compliance,

coordinate with the all tenants and solve their queries, authorize to raise all the approval note, purchase order

and other relevant documents.

JAM MULTIPLEX, SHIPRA HOTELS & RESTUARENT LTD.

Team Leader (cinema operation) (9th Oct. 2007 Till 18th Oct. 2010)

Advanced to increasingly responsible positions, culminating in management role with oversight for a full-

service. Directed 25 employees and managed sales, inventory, merchandising and cost controls. Maintained high

standards in sanitation and safety and complied with regulatory guidelines.

E-CITY Venture (FUN Cinémas) Delhi, India

(20th July 2006 Till 06th Oct. 2007)

Team Associate- Operations,

Provide the best service to the customer in terms of F&B. and providing the best courteous ambience in a

manner way.

PIZZA-CORNER

CREW MEMBER (25 th May 2005 Till 28th June 2006)

Take care of whole Dine-in area, including 40 cover. Provide the excellent to each & every guest to retain the

customers. Trained the newly joined crew-members.

.

Education

JAMIA HAMDARD UNIVERSITY Delhi, India Graduate 2010

Bachelor of business administration

EIILM UNIVERSITY SONIPAT, HARYANA Completed 2013

Master of business administration (Hospitality & Tourism Management)

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