Vivek Mahindru
(General Secretary - Association of Indian Mystery Shoppers)

Founding Director and Chief Customer Officer
Chief Coaching Expert - Guest Delight and Loyalty


(Certified as Quality Individual by the Quality College)

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Skills Endorsements and Certifications

A driven individual, comfortable in handling key accounts whilst exceeding service expectations. Possessing an outstanding track record of understanding, defining and shaping a customers' needs.

Professional Synopsis

Ø   Post-Graduate Diploma (Sales & Marketing) - (Regular – 2.5 years - Equivalent to MBA in the market) with over 20 years’ experience in the areas of Customer Relationship Management in the service, hospitality and retail industry.

Ø   Proficient  at  managing  successful  process operations &  delivering  excellent  customer service in adherence with service standards for business excellence.

Ø   Possess excellent interpersonal, communication and organisational skills with proven abilities in team management, customer relationship management and training.

Ø   Holds the distinction of:-

-     Diversified exposure in Telecom, BPO & KPO, Hospitality and Retail Sectors.
-     Professional experience in big brands - Bharti Airtel, Aptara, Pizza Hut, KFC, Costa Coffee, F&F, LawRato and Delhi and Mumbai Airports (FRB Division).
-     Represented  Delhi  in  developing  a  Web-based  Knowledge  Base  on a  Pan India  Bharti Project (AirTel) on ECRM called EXCEL (Endeavor for Excellent Customer Experience & Loyalty) for a year.
-     Recognised for the best CRM practice amongst all franchisee partners by parent company.
-     Editor of the Company’s Newsletter.
-     Participated  in  People   Capability   Workshop   aimed  at  making  your  teams  more effective and productive.
-     Awarded Performance based Certificates and other recognitions by the organisations.
-     Expertise in handling both international and domestic clientele.
-     Automation of CRM Processes for efficient customer centric systems and stronger SOPs.

Career Highlights

·      LawRato (India’s leading legal platform) as Head - Partner Relations for Pan India.
·      F&F, Floor and Furnishings (I) Pvt. Ltd. as Head - Customer Relations for Pan India.
·      Devyani International Ltd. (RJ Corp company) as Senior Manager - Customer Relations for Pizza Hut and KFC Pan India and Nepal and Costa Coffee and Disney Artist All Over India.
·      Techbooks International (Aptara) as Project Manager – Pan U.S.
·      AirTel (Bharti Cellular Ltd.) as Care Touch Officer (Handling Major Accounts and Corporates).

Vikas Chhibber
(Vice President - Association of Indian Mystery Shoppers)

Founding Director and Chief Learning Officer
Chief Coaching Expert - Learning and Development


(Certified Trainer by Adidas India & YUM! Restaurants)


Skills Endorsements and Certifications

A driven individual, comfortable in handling training and operations whilst exceeding service expectations.

Professional Synopsis

Ø   Graduate - English Honours with over 23 years’ experience in the areas of Operations and Training in the hospitality and retail industry.

Ø   Proficient  at  managing  successful  process operations & imparting high impact training in adherence with operational standards for business excellence.

Ø   Possess excellent interpersonal, communication and organisational skills with proven abilities in team management, operations and training.



Ø   Holds the distinction of:-

-     Diversified exposure in Hospitality and Retail Sectors.
-     Professional experience in big brands – Adidas India, Devyani International Ltd.(Biggest Franchise partner of YUM! Restaurants India owner operator of iconic brands like Pizza Hut & KFC), Barista Coffee Company & Yo! China.
-     Was part of the core team which initiated “Adidas Retail University” (biggest initiative by Adidas India for its workforce) Pan India.
-     Played a key role in establishing Training Department for Yo! China.
-     Recognized as one of the best top 10 performers in Devyani International Ltd.
-     Participated  in  People   Capability   Workshop aimed  at  making  your  teams  more effective and productive.
-     Awarded Performance based Certificates and other recognitions by the organisations.

Career Highlights

•   Daily Food Company (Saudi Arabia) as Training Lead - Operations.
•   Devyani International Ltd. (RJ Corp Company) as Training Lead - Learning & Development PHD (Pizza Hut Delivery Pan India).
•   Adidas India as Manager – Training (Pan India) .
•   Yo! China as Manager – Training (Pan India).
•   Barista Coffee Company as Area Manager – Delhi - NCR.   
•   Regent Palace Hotel (Dubai)  as Sr.Captain in the Italian Restaurant Puccini’s .   
•   Nirula’s as Restaurant Manager.