Daulat Gosar

Senior Operations and Customer Experience professional with 19+ years of cross-functional experience across property and community operations, facility and amenity management, business operations, vendor management, project execution, customer experience, procurement and business development. Experienced in building operating systems, managing customer-facing environments, coordinating multidisciplinary teams and service providers, developing SOPs and dashboards, and improving service delivery. Strong owner-operator background with practical exposure to residential communities, premium amenities, service businesses, professional education and corporate engagements.

Founder & Operations Head - ARC909 Solutions / ARC909 HealthFit LLP - Mumbai

(2020-12 - 2025-05)

• Built and operated an umbrella project-delivery and operations business spanning residential real estate, facilities/amenities, events, business setup, professional education and corporate engagements.
• Managed projects end-to-end across client requirements, planning, vendor/contractor coordination, procurement, execution, operational readiness, service delivery and stakeholder communication.
• Built and managed customer-facing operations covering teams, staffing, vendors, inventory, schedules, service standards, customer issues and commercial follow-up.
• Developed SOPs, checklists, project trackers, reporting workflows and escalation systems; led hiring, onboarding and training coordination.
• Supported business development, client servicing, quotations, commercial discussions and partner relationships.

Contract Assignment under ARC909 | Luxury Residential Amenities & Facility Operations - Shreeji Sharan Group / Daivi Eternity - Mumbai

(2023-11 - 2025-02)

• Managed and supported premium residential clubhouse and amenity operations across resident/member-facing environments.
• Coordinated housekeeping, maintenance, service providers and contractors across gym, indoor recreation, salon/spa, aqua therapies, guest rooms, banquet, business centre, library, creche and mini-theatre.
• Coordinated architects, designers, sales teams, operational stakeholders and contractors for spatial planning, execution, handover readiness and ongoing requirements.
• Handled resident/member concerns and service follow-ups while monitoring presentation, hospitality standards, facility readiness and customer experience.

Strategic Business Consultant & Execution Partner - Swasthya – Integrated Health & Fitness Academy - Mumbai

(2025-05 - 2025-06)

30-Day Project

• Delivered focused operational setup covering facility readiness, staffing, suppliers, documentation, technology and service workflows.
• Evaluated supplier proposals, compared rates and coordinated internal/external partners against an aggressive launch timeline.
• Implemented CRM, IVR, call-recording, lead-tagging, Google Workspace and LMS workflows.

Head of Department – Exercise Science Practical - Scientific Training Fitness Academy (STFA) - Mumbai

(2018-07 - 2020-12)

• Led department administration and operational delivery for practical education programmes, workshops, faculty coordination, scheduling and resource planning.
• Managed learner-facing service delivery and issue resolution; structured digital learning workflows and supported transition to virtual education.

Course Counsellor - K11 Academy of Fitness Sciences - Mumbai

(2016-08 - 2017-11)

• Managed student enquiries, counselling, admissions, conversion, follow-up, batch coordination and centre-level customer service.

Senior Nutrition Advisor - Neulife - Mumbai

(2015-11 - 2016-04)

• Managed customer consultations, product guidance, consultative selling, CRM follow-up and retention activities.

Executive – Imports / Import Incharge - Neulife Nutrition / S K D Shipping & Forwarding Pvt. Ltd. - Mumbai

(2007-08 - 2015-11)

• Managed import documentation, procurement/order coordination, customs-clearance follow-up and freight logistics.
• Coordinated overseas suppliers, CHAs, freight forwarders, shipping lines, transporters, ports and internal stakeholders.
• Handled shipment tracking, documentation, duty-related coordination, delivery follow-up and commercial rate discussions.

Bachelor of Commerce (B.Com.) - University of Mumbai (2014 - 2015)

Diploma - Foreign Trade & Logistics - Export Trade & Training Institute (2007)