Basha’s Food Factory Private Limited (BFF) is a bulk producer of authentic firewood biryani. Operating under the brand name “Basha’s Durbar Biryani”, making traditional firewood biryani is our family business since 1984. We are in the journey of taking BFF to the national level. Business Model1) Retail QSR Segment (COCO & FICO model)2) Outdoor Catering Services 3) B2B & Corporate orders.

Roles and Responsibilities: • Category Launch & Set up – Responsible for Setting up and Launching the Beauty Category in Chennai. • Handling Multiple Hubs - Responsible for handling 2 Hubs in Chennai with a team of 2 Assistant Manager, 2 TL’s & 60+ Beauty Therapists serving the entire city of Chennai for Beauty Customers.• Daily Operations – Improved Operational Management Systems and Processes, setting up Benchmarks for AM's to follow. Additionally, involved in setting up of Inventory Management, Cash management, Product Management & Staff management systems.• Customer Handling & Service Quality - Responsible for improvising Service Quality and Customer Satisfaction Index by uplifting the quality of manpower through regular training.• Training – Responsible for training the AM / FE /Technicians through regular training programs. Also, responsible for developing the SOPS & monitoring them.• Vendor Management & Tie-up – Responsible for the tie-up with vendors for stock and work with them to ensure a reliable and operationally effective flow of products.• Human Resources – Responsible for Recruit, Train, Supervise and Appraise team.Business Development Front: • Handling entire city Business Development in B2B & B2B2C Segments for Beauty category.• Responsible for leading Brand Tie-ups for B2C Revenue targets.• Organizing all BTL Campaigns in the city.• Generating prospects by doing cold calls regularly in the city.

Key Result AreasEnsuring all aspects of daily operations of CTA runs effectively and efficiently, Primary role is to manage, coordinate and develop the 4 main divisions effectively (Home Salon, Headzup, Cosproz and Cosmo Hunt) in order to achieve CTA`s vision and strategic objectives.Key Responsibilities: • Improve the operational systems, processes, and policies in support CTA mission - specifically, support better management reporting, information flow and management, business process and organizational planning. • Manage and increase the effectiveness and efficiency of Support Services (Headzup, Cosproz, Cosmo Hunt and Home Salon), through improvements to each function as well as coordination and communication between support and business functions. • Play a significant role in long-term planning, with the view to delivering operational excellence. • Maintain the administration, budgeting, monitoring, reporting, communication and liaison at a level acceptable to the Board. • Ensure that operating objectives and standards of performance are owned by staff and interns and handling appraisals. • Ensure that appropriate standards of conduct are established and complied with. • Implement effective succession planning, people management, development, recruitment, and retention strategies. • Manage CTA budget in coordination with the Vice president. • Develop individual program budgets. • Attend regular meetings with Vice President around fiscal planning. • Coordinating with Finance Department.Business Development Front: • Handling entire Business Development in B2B & B2B2C Segments. • Responsible for leading Brand Tie-ups for B2C Revenue targets.• Organizing all BTL Campaigns in the city.• Generating prospects by doing cold calls regularly in the city.

(Directly responsible for sales & conducting seminars, product demonstration by evaluating a salon/stylist need)• Meet all the training, demonstration n seminar objective set by the regional/area head• Responsible for the sales target for the region.• Work on adopted/ star salons project as per objectives set in by organization• Keep an eye on competitions products development and monitor their technical and sales activities inside a salon• Work closely with sales team to meet the collective objective• Will help sales team to break into a competition salon through consistent product demonstrations. Will also be responsible for building a good rapport with the stylist of select salons

Key Result Areas:• In charge of running and managing the call centre daily• Set targets for all other call center agents to meet up with• Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to• Understand all organization’s products, services, procedures and guidelines and communicate same to all team members• Prepare forecasts and budgets for the call center• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to• Facilitate and organize training session for all agents and participate in recruitment of new call center agents• Recommend and purchase gadgets to enhance job performance at the call center• Conduct regular review of all call center agents performance and organize training sessions for underperformers• Submit regular reports to management and seek new ideas and strategies to improve performance at the center• Keep up with trends and happenings in the industry and ensuring adherence to industry standards• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times• Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

Roles and Responsibilities: • Handled Voice and Non-Voice US Mortgage Process and Responsible for maintaining the overall productivity, quality, compliance with the Process and Service Delivery.• Ensuring qualitative and quantitative standards are met, ensuring accurate and timely resolutions and analysis of the weekly/monthly production reports in order to take steps for bridging any gaps related to production/client requirements• Providing and implementing suggestions to enhance performance, policies, procedures and company objectives.• Continually Train team with policies, procedures and title resolution thought process• Continually reviewing each individual process to ensure it is being completed in the most efficient manner• Identify process breakdowns and offer corrective suggestions• Work with support/enabling functions to ensure efficient management of the process.• Ensure the SLAs are met and SOPs are followed without any excuses. Key Achievements:• Developed and introduced successful new operational tools And Tracking Tool for operations. • Substantially improved productivity while reducing staffing and operational cost by 32%.• Member of Info Security Team and Perform periodic audits to ensure standards are being met and Participated in the MSAMSR Document preparation.• Participated in Six Sigma Projects as a Green Belt and Project Champion for improving quality and for cycle time reduction. Successfully identified and resolved issues proved resulting in 28% cost reduction.

Key Result Areas:• Manage large amounts of inbound and outbound calls in a timely manner• Follow communication “scripts” when handling different topics• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives• Seize opportunities to upsell products when they arise• Build sustainable relationships and engage customers by taking the extra mile• Keep records of all conversations in our call center database in a comprehensible way• Frequently attend educational seminars to improve knowledge and performance level• Meet personal/team qualitative and quantitative targets