Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Sarthak Gambhir

Gosford,Australia

Summary

Highly adaptable Client Services Manager with 9+ years of international experience across Australia, Canada, and Dubai, specializing in both hospitality and mineral trading sectors. Known for delivering excellence in client relations, operational leadership, and strategic planning, with a proven ability to drive growth in fast-paced and diverse environments. In hospitality, expertise includes managing large-scale operations, enhancing guest satisfaction, and implementing quality and safety standards. In mineral trading, skilled in supply chain management, procurement, and optimizing trade logistics. Adept at leading cross-functional teams, fostering client loyalty, and executing data-driven strategies to improve performance and profitability. A versatile professional committed to delivering exceptional results and seamless service in both client-focused and operationally complex industries.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Service Officer

Budget Car Rental
Tuggerah, NSW
03.2024 - Current
  • Customer Service Excellence: Consistently maintained a customer satisfaction rate of over 90% by delivering prompt, accurate responses to inquiries regarding vehicle availability, rental rates, and services across multiple channels (in-person, phone, email)
  • Reservation and Booking Management: Streamlined the booking process by handling 50+ reservations weekly, ensuring 100% compliance with company policies while efficiently managing modifications, cancellations, and special requests
  • Product Upselling and Cross-Selling: Increased sales by 15% through effective promotion of vehicle upgrades, insurance packages, and additional services, helping customers make informed purchasing decisions.
  • Financial Transactions and Compliance: Processed over $30,000 in monthly payments, deposits, and invoices with a 100% accuracy rate, ensuring strict adherence to financial protocols and operational procedures
  • Vehicle Inspection and Safety Assurance: Conducted pre- and post-rental vehicle inspections for 100+ rentals per month, ensuring compliance with safety standards and reducing damage claims by 20%
  • Fleet Coordination and Operational Efficiency: Improved fleet readiness by collaborating with the fleet team to ensure 95% on-time availability of vehicles, coordinating timely maintenance, refueling, and cleanliness checks.
  • Complaint Resolution and Customer Retention: Resolved customer complaints within 24 hours, resulting in a 10% increase in repeat business and contributing to a high retention rate by providing clear and effective solutions.

Assistant General Manager

FAB Restaurants Concepts INC
Toronto
09.2022 - 02.2024
  • Supply Chain & Vendor Management: Improved supply chain efficiency by negotiating 10% cost savings with key suppliers and ensuring timely, high-quality deliveries through accurate forecasting and strategic procurement of food and beverage supplies.
  • Health, Safety, and Compliance: Achieved a 100% compliance rate in health, safety, and liquor licensing audits by conducting regular staff training and implementing rigorous safety protocols, minimizing operational risks, and enhancing workplace safety.
  • Staffing & Scheduling: Optimized labor distribution during peak periods and special events, reducing labor costs by 12%, while maintaining service excellence through precise staff scheduling and roster management.
  • Financial Management & Budget Control: Increased profitability by 8% through meticulous management of daily reconciliations, budget approvals, and expenditures, ensuring all financial operations aligned with the company's goals and objectives.
  • Customer Service Excellence: Boosted guest satisfaction scores by 15%, by resolving customer complaints promptly and professionally, enhancing overall customer loyalty, and brand reputation.
  • Talent Acquisition & Training: Recruited and developed a high-performing team by designing comprehensive training programs, resulting in a 20% improvement in staff retention and operational performance.
  • Event Coordination & Execution: Successfully executed high-profile events with zero logistical issues by partnering with head office to coordinate staffing, logistics, and service delivery, exceeding client expectations and operational goals.

Guest Services Lead

Maple Leaf Sports & Entertainment
Toronto
01.2022 - 09.2022
  • Guest Service Excellence: Elevated guest satisfaction by 20% through proactive customer engagement, promptly resolving issues, and ensuring tailored service experiences that led to increased repeat business.
  • Shift Leadership & Team Coordination: Successfully managed cross-functional teams during peak periods, ensuring seamless operations between kitchen, service, and guest areas, resulting in a 15% improvement in overall service efficiency.
  • Performance Monitoring & Improvement: Improved service consistency by implementing real-time performance assessments, providing immediate feedback to staff, and enforcing corrective measures, contributing to a 10% increase in positive guest feedback.
  • Team Mentorship & Engagement: Boosted team performance by mentoring staff on service best practices and fostering a positive workplace culture, resulting in a 12% reduction in staff turnover and improved service quality.
  • Guest Personalization & Service Delivery: Enhanced brand loyalty by delivering personalized service experiences, addressing unique guest needs, and providing tailored solutions that resulted in a 15% rise in repeat clientele.
  • Cross-functional Coordination: Strengthened operational cohesion by collaborating with kitchen, front-of-house, and back-office teams, troubleshooting service issues, and ensuring service standards were consistently met across all departments.
  • Operational Oversight & Reporting: Reduced inventory wastage by 10%, and improved operational strategies through detailed oversight of service-related issues, generating actionable reports that informed management decisions.

International Customer Services Manager

KASA International DWC LLC
Dubai
08.2019 - 12.2021
  • Client Relationship Management: Strengthened long-term business partnerships by effectively managing relationships with international clients, resulting in a 25% increase in repeat business within the chromium extraction, procurement, and refinement sectors.
  • Customer Issue Resolution in Mineral Supply Chain: Resolved 90% of escalated supply chain issues, including procurement delays and quality concerns, ensuring full compliance with industry standards, and maintaining a high client satisfaction rate.
  • Project Coordination & Client Updates: Ensured the on-time delivery of 95% of client projects by providing regular progress updates on extraction timelines, refinement processes, and shipment schedules, fostering transparent communication and client trust.
  • Problem-Solving in Mineral Procurement: Improved supply chain efficiency by 15% by addressing sourcing and procurement challenges, collaborating with internal teams, and suppliers to maintain uninterrupted delivery of refined chromium products.
  • Stakeholder Collaboration in Mineral Operations: Enhanced operational efficiency by streamlining collaboration between suppliers, extraction teams, and refinement facilities, ensuring that all deliveries met client expectations and competitive market standards.
  • Business Development & Client Outreach: Contributed to a 20% growth in the chromium trade market by leveraging existing client relationships to offer additional mineral solutions and expanding KASA's global footprint in the mineral trading industry.

Hospitality Manager

Casual Dining Concepts Pty Ltd
Sydney, NSW
05.2018 - 07.2019
  • Team Supervision: Assisted in managing a team of front-of-house and kitchen staff, ensuring effective communication between departments to maintain service quality during peak hours.
  • Customer Service Excellence: Addressed customer concerns and resolved complaints promptly, ensuring a positive dining experience, and contributing to repeat business.
  • Basic Inventory Management: Supported stock control processes, monitored food and beverage supplies to ensure that adequate stock levels were maintained without over-ordering.
  • Health & Safety Compliance: Ensured compliance with local health and safety regulations by conducting regular checks and maintaining a clean and safe environment for both staff and customers.
  • Training & Development: Facilitated the onboarding and training of new staff members, ensuring they were well-versed in service standards and company policies.
  • Daily Operational Support: Assisted the General Manager in day-to-day operations, including coordinating staff schedules, managing customer reservations, and overseeing service flow during shifts.

Education

Master’s of Professional Accounting - CPA: Ext

University of New South Wales
Sydney, Australia

Postgraduate Diploma - International Business Management

Seneca College
Toronto, Canada

Bachelor’s - Economics

University of Delhi
Delhi, India

Skills

Hard Skills

  • Customer Relationship Management (CRM)
  • Supply Chain Management and Procurement
  • Operational Efficiency and Logistics
  • Budget Control and Financial Reconciliation
  • Health, Safety, and Compliance
  • Microsoft Office (PowerPoint, Excel)

Soft Skills

  • Leadership and Team Mentorship
  • Strategic Planning
  • Client Relations and Customer Retention
  • Problem Solving and Conflict Resolution
  • Communication
  • Cross-functional Team Collaboration

Certification

Responsible Service of Alcohol

References

References available upon request.

Timeline

Customer Service Officer

Budget Car Rental
03.2024 - Current

Assistant General Manager

FAB Restaurants Concepts INC
09.2022 - 02.2024

Guest Services Lead

Maple Leaf Sports & Entertainment
01.2022 - 09.2022

International Customer Services Manager

KASA International DWC LLC
08.2019 - 12.2021

Hospitality Manager

Casual Dining Concepts Pty Ltd
05.2018 - 07.2019

Master’s of Professional Accounting - CPA: Ext

University of New South Wales

Postgraduate Diploma - International Business Management

Seneca College

Bachelor’s - Economics

University of Delhi

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Sarthak Gambhir