ALAISTAIR V. DEMENDONCA

Raviraj Heritage, Flat # 104, ' A ' Wing, Bhau Patil Road, Close to Pune I.T Park, Bopodi, Pune - 411020.
| Contact: +91 9822329293 | Email: [email protected] |

Offering a sterling skill set and analytical approach to the best of my knowledge & ability, to help the organization achieve solutions and enhance my overall development as an individual.

CAREER ASPIRATION
• My Vision - To be a Leader of a Constructive Team
• Determination, Dedication and Desire – are the three Guides for my Vision
• Hard Work & Integrity are my Means and Mission
• Innovation and Continuous Learning as Tools for Mutual Benefit

PROFILE SNAPSHOT
• An energetic, driven and highly motivated professional with around 15+ years experience having strong desire to succeed and possesses the ability to build positive working relationships with customers
• Versatile, innovative manager with strengths in consulting, operations management, training, staffing, coaching, and career development, business development and customer relations
• Currently working as a Consultant for restaurant owners, assisting them in setting up and running successful businesses
• Creating and nurturing a strong relationship with customers to the ongoing success of a business.
• High-energy trainer and creative facilitator, skilled in guiding learners through engaging, breakthrough learning opportunities. Strategic team leader with extensive track record motivating diverse teams and building successful client relationships
• Driving learning and development initiatives including needs analysis, learning solution design, training delivery and projects implementation for employees, according to the annual learning & development plan based on needs analysis and seeking and responding to feedback from the business
• A strategic planner with proficiency in streamlining business processes, defining continuous improvement processes, accelerating employees’ strengths and building powerful teams that can conquer any obstacles
• Skilled verbal and written communicator who successfully manages inter-departmental coordination efforts to ensure seamless stock level maintenance at multiple locations

CORE COMPETENCIES

➢ Customer Relationship Management
➢ Business Development
➢ Customer engagement
➢ Streamlining operations ➢ Training & Development
➢ Strategic Planning
➢ Service Delivery
➢ Marketing ➢ Team Management
➢ Recruitment
➢ Key Account Management
➢ Business set up

PROFESSIONAL EXPERIENCE
Consultant Since March 2016
Designation: Manager - Operations
Job Responsibilities:
• Continuously evaluate means and options to increase business through optimum training, marketing, competitor analysis and staying up-to-date with restaurant trends.
• Location scouting: To explore major city hubs and shortlist locations most feasible for setting up a restaurant based on Client requirements.
• Staffing: Shortlist, interview and hire sufficient staff for various departments based on skills required and budget allocated. Also make arrangements for staff accommodation and prepare duty rosters.
• Vendor Management: Research, locate and sign up with the best vendors for smooth operations of the business
• Artist management: Meet, evaluate and decide upon popular performing artists to entertain the restaurant’s patrons, and fix up their weekly schedules and remuneration.
• Marketing: Supervise all Search Engine Optimization (SEO) and Social Media Optimization (SMO) activities with reputed PR agencies to leverage brand awareness through company website, Google Ads, and creation of social media pages; brainstorming and signing-off on creatives, posts and ads.
• Menu: Design and create signature food and beverage menus with the team based on profit ratio and market research analysis for different locations.
• Provide trainings, briefings and debriefings to all staff and management on a daily and weekly basis
• Determine the best software for the restaurant billing system and ensure that the staff are meticulously trained in using the same.
• Facilitate visits by food bloggers and critics to feature the outlets in online and print media
• Negotiate deals for tie-ups with leading food apps such as Zomato, Uber Eats, etc. to add to the restaurant’s popularity.
• Key Account Management: Enter into agreements with colleges, companies and other major institutions in the vicinity, categorize them into levels of importance, and engage in various promotional activities to enable group bookings, corporate events, fashion events, launch parties, etc. to profit the restaurants business.
• Undertake turnkey projects that cater to the needs of the millenial investors

Siddhi Infotech Pvt. Ltd (A Siddhi Plast India Group of Companies – Pune) Feb 2013 to March 2016
Designation: Manager Customer Relationships (Trainer – Learning & Development )
Job Responsibilities:
Customer Relationship Management
• Planning and delivering CRM strategies across the company encouraging customer retention, customer loyalty and customer possession.
• Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
• Customer Journey mapping analyzing touch points with the organization and maximizing commercial opportunities.
• Overseeing direct communications with customers through the CRM.
• Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
• Managing customer portfolios, Credit control operations, Achieving Monthly Target, getting payments in time by sending Demand Letters from time to time.
• Ensuring speedy resolution of queries & grievances to maximize client satisfaction level.
Training:
• Responsible for Planning, Scheduling, Delivery and Measuring Process Training
• Lead Content Design & Delivery activities. Coach and Mentor the Process training team (Managers/TLs/Trainers) for delivery effectiveness & efficiency. Maintained a record of 100% throughput for all batches.
• Training Needs Identification, Analysis and Planning Refresher Training Methodology and Calendar
• Partner with Business Heads & Line Managers to address training needs & review for effectiveness through planned review meetings. Establishing the Knowledge Management Framework for existing processes
• Responsible for hiring, certification and productivity of new trainers / SMEs.
• Managing costs to be within budget, effective and efficient utilization of all resources

Kuwait Airways (Flight Services) Kuwait Airport April 2008 to Sept 2012
Designation: Trainer & Flight Supervisor-Ground & In-Flight Services
Job Responsibilities:
• Training & Induction of new hire crew on process, service and soft skills.
• Managing, Handling &applying all the Safety & Service measures of the highest quality to ensure Passenger & Crew safety & Comfort. Supervising activities of flight attendants offering various services to passengers
• Preparing shift reports and forwarding them to the management. Drafting shift schedules of flight attendants.
• Evaluating performance and maintaining personnel records of flight attendants
• As a senior crewmember in charge, attending to emergency & First aid needs.
• Briefing the crew about their duties before takeoff. Preparing weekly and monthly report of the staff.
• Attending complaints of passengers dissatisfied with the service or other issues
• Initiating several programs for improvement in performance of the staff
• Checking the safety procedures are followed according of the federal aviation guidelines and DGCA

Alghanim Industries ( Head Office ) – Shuwaikh, Kuwait April 2007 to March 2008
Designation: Business Development & Corporate Service Team Leader / Trainer – Special Projects HR
Job Responsibilities:
• Establish and head the business development team. Strategy formation and implementation. Marketing initiatives, new business development, and client management.
• Getting sponsorship for Alghanim projects & working full time as a business developer.
• Fixing appointments & Spear Heading the project. Reporting directly to the Vice President – H.R, Alghanim Industries. Handling a team of 20 executives. Heading Corporate Services across all geographies.
• Successful initiation and implementation of 360 Degrees Process reviews including mapped Work Packages & company wise assorted tools.

Kharafi Glaobal Trading & Cont. Co. - Hashi – Salhiya ( Kuwait ) March 2006 to Feb 2007
Designation: Service Manager & Purchasing In charge
Job Responsibilities:
• Overseeing the responsibility of daily operations of Stores department, ensuring the stores operations run efficiently for stock intake, allocation and stock movements.
• Maintain the importance of quality assurance, examination of products purchased. Ensuring quality of products received is of a high standard and meets quality control checks and customer needs of restaurant.
• Authorizing clearance of deliveries and all documentation of orders received are consistent with purchase orders raised.
• Highlighting discrepancies with vendors, resolving in a timely and effective manner.
• Analyzing data of inventory held producing reports of stock control, stock audits including financial reports.
• Checking all stocks on a daily basis, monthly inventory & food cost reports.
• Creating Staff schedules, sanctioning leaves, performance appraisals, Overlooking daily admin & operations.
• Training new hires and existing staff on new products and services and SOPs.

TATA BPO ( Formerly E2E Serwizsol Ltd ) - Pune April 2004 to Jan 2006
Designation: Senior Staff Trainer & SPOC -Training Department
Job Responsibilities:
• Training on Soft Skills, Process, Product & Systems training across all regional locations
• Ensure all projects meet program requirements in terms of quality, timeliness, fund utilization and compliance
• Responsible for strategizing, planning, designing of training programmes across the locations.
• Ensure availability of training resources needed for timely execution & delivery of the training programs.
• Collect feedback on the effectiveness of training imparted/content developed and provide incremental improvement to meet training objectives. Lead trained all my batches & Assisted New Trainers with their training batches.
• Quality calibrations & Assisted H.R & Operations with their recruitment activities.
• Trained the trainers as well as SPOC & In charge of bridging program.

Hutchison Telecom (U.K) - 3GS Jan 2002 to March 2004
Designation: Team Leader & Team Trainer
Job Responsibilities:
• Handling end-to-end training process for Hutchison Telecom on 3G Data Services and Devices
• Conducting Refresher Training for Different Learner Groups. Managing a team of 2 Team Coaches & 20 Multi-skilled Advisors. Training & monitoring call quality & making call backs to customers, business partners & second line team in Glasgow. Maintaining Training Records & Preparing Training Calendar.
• Analyzing training plans with Top Management on the Basis of TNI.
• Assisted H.R & Operations Managers with Recruitment activities conducting Tests, Group Discussions Personal Interviews

G.E Capital U.S.A – Hyderabad May 2000 to Jan 2002
Designation: Subject Matter Specialist
Job Responsibilities:
• Coordinating the work of junior members & catering to their difficulties along with team evaluations & assessments
• Responsible for checking the letters and auditing the cases processed by the associates, providing them with the feedback and support in case wrongly processed as and when required.
• Liaising with the clients in case of any specific update or feedback to be shared with the teams.
• Handling Escalations and assessing calls and doing Quality calibrations

ACHIEVEMENTS
• Awarded Hutch certificate for completing Training & Quality Compliance with a 100% score.
• Best Trainer of the Quarter (E2E) Certificate of Achievement for 100% successful throughput of 4 consecutive Training batches (TATA)
• Letter of Appreciation for clearing in-flight crew trainings and successful batch Completions.
• Best Sportsman (School & college) Best Footballer and Striker (Center Forward)
• Represented School, College, and University & State Championships in football & received various accolades & certificates for the same. Played Football in the Super League and 1st Division at Club Level in India & in Kuwait.

EDUCATIONAL QUALIFICATION
COURSE INSTITUTE / SCHOOL YEAR OF PASSING
P.G.D.B.M. (Marketing) TASMAC, Pune 2003
B.A. (English Honors) Symbiosis, Pune University 2001

IT SKILLS
• Well versed with Operating system - WINDOWS
• MS Office Package – (Word, PowerPoint, Excel and Outlook)
CERTIFICATIONS
• ERT (Emergency Response)
• Crew Resource Management
• First Aid. Dangerous Goods.
• Survival Training & Safety.
• A300, A310, A340 Safety License.

| Date of Birth: 27th April 1980 | Language Proficiency: English, Hindi | Marital Status: Married|
| Nationality: Indian | References: Available on Request |