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Over 10 years of experience on Service Delivery in Facilities Manageme

Location:
Bangalore, Karnataka, India
Posted:
November 01, 2018

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Resume:

Arjun Prathap MP

#*, *** *****, *** ****, Bhuvaneshwari Nagar

BSK 3rd Stage, Bangalore 560085 E-mail: ac7kzz@r.postjobfree.com

DOB: 29/07/1986 Phone: +91-991*******

Overview

•Over 10 years of experience on Service Delivery in Facilities Management, Data Administration, Vendor Management, Customer Service & Transcription. I am currently heading a team of functional experts in Planned Preventive Maintenance and Reactive Maintenance Systems for the facility along with Report analysis and Global Facility Help Desk for our reputed client Goldman Sachs. Previously, I’ve headed team of Data Analysts and Web Queue Processing analysts working for the Americas and APAC region and Help Desk analysts providing support to various APAC accounts

•Managing client expectations through Performance Management, Quality Control, Reports & timely execution

•Coordinating the facility maintenance and operations and knowledge about Mechanical and Electrical services

•In-depth knowledge and experience of the BPO industry with substantial hands on experience in various voice and non-voice customer support roles

•Had the opportunity to groom, develop and motivate highly skilled teams to deliver excellent customer service with good communication skills

•Coordinating and collaborating with key contacts such as Property & Facilities Managers, Landlords, Tenants, Clients & Contractors

•Maintaining Landlord Relationship to manage the issues swift and smooth

•Lead training JLL-Ove View Service Centre, One View Work Order, 360 for the new joinees and Goldmans Sachs INFOR EAM training for global Onsite FM team

•Project management experience in transitioning of multiple accounts for Data & Tools pertaining to Reactive Maintenance

•Ensuring the budget acurracy on all the assigned jobs by coordinating with the recpective finance teams

•Maintain tracker measuring the productivity of the onsite team

•Managing performance management of Help desk team to ensure that all SLAs and KPIs agreed with the client are met in a timely manner

•Accountable for Performance Management through Quality Analysis, Audits and Call monitoring

Comprehensive skills

•Problem solving and analytical skills

•Leadership and management skills

•Administration and organization skills

•Communication and interpersonal skills

•Computer literacy skills – Microsoft Office / Windows environment

•Managing staffing and scheduling of shifts through efficient Roster

•Managing client expectations for multiple accounts in the Americas & EMEA region

•Handling multiple Data related assignments and ensuring that the team is kept updated on each project independently,

•Hands on experience and knowledge of Call Centre and Help Desk Operations with adequate knowledge about voice and non-voice customer support processes

•Had the opportunity to groom, develop teams to deliver excellent customer service

Key Skills

Global Tools: One View Work Order (CLARIFY), One View Service Centre, One View Analytics, 360facility, One View Risk Management, One View Dash Board, INFOR(EAM).

Operating Systems: Windows 7, Windows 8 and Windows 10

Certification: Completed Basic Analytical training, MS Excel Basics Training, Advanced Written Communication, Client Interfacing, Presentation Skills, Training Skills and Standard Building Management Procedure from JLL Corporate Team

Achievements: Recipient of Service Gem Award from JLL

Applications: MS Office & AutoCAD 2000

Professional Experience

Jones Lang LaSalle Property Consultants (I) Pvt. Ltd, Bangalore – since September 2011

Assistant Manager – Goldman Sachs Centralized Global Facility Help Desk

•Coordinating with the Facilities manager of all the Goldman Sachs Sites across the Globe to ensure the expected work is being managed with no deviations

•Managing the Help Desk team for Goldman Sachs global Sites

•Managing client expectations across all the regions through Performance Management, People Management, Quality control & Reports

•Preparing presentations on the Monthly & Quarterly performance of Help Desk to the client

•Analyzing the Daily, Weekly & Monthly reports associated with the Help Desk agents’ performance

•Managing Staffing and Scheduling of shifts through efficient roster

•Generating and Analyzing reports according to the client requirement

•Communication bridge between the client and the onsite FM teams

•Training the onsite team on the applications provided by client

•Managing call queues to ensure all the calls are answered within the client approved SLAs

•Organizing bi-weekly and monthly calls with regional managers to discuss the process requirements and issues

•Helping the IT team fix bugs and improvise on options given in the applications

•Up-Skilling senior executives for the next level

•Organizing bi-weekly and monthly calls with the Vice President(Client) to discuss the process achievement and requirements if any

•Handling the client’s Quarterly BCP (Business Continuity Plan)

•Monthly team performance report along with action plan to improve the performance

•Monitoring the ticket closure by the onsite team with respect to standard SLA and flag if not met

•Training new members in the team as and when required

•Closely monitoring the agents calls regularly and give necessary feedback to improve their skills on calls

Team Lead – US Data Admin & US Web Queue Process [for Pittsburgh Service Centre]

•Monitoring and resolving queries addressed to the US Data Admin Generic Mail box

•Performing programmed Tasks, Missing Contracts, contract matrix

•Preparing Audit reports

•Addition and deletion of New Contacts, Service Provider’s and Password resets on schedule.

•Addition of various new properties on OVWO as well as 360 for all accounts.

•Collective responsibilities in auctioning US Data Mail Box requests and categorizing as per stipulated SLA

•Projects, updating & communicating with the team, client and US team

•Ticketing internal tool issues

•Creation of Work Bins

•Working on all other non-account issues

•Screening of Knowledge and Utilization tracker

•Generating regular and Ad Hoc reports as per requirement

•Shuffling and allocations of Accounts to the various Data Analyst as and when required

•Scheduling Team meetings at regular Intervals

•Attending scheduled client calls

•Scheduling Training calls and meetings at regular Intervals

•Managing Staffing and shift scheduling for all team member

•Handling Multiple Projects simultaneously

•Motivating team towards consistent and superior performance

•Working on priority hot topic

•DL testing

•First point of contact for Technology Issue mails.

Senior Coordinator – Property Service Centre

•Answer all incoming calls from multi-client portfolio.

•Ensure that requests are addressed in an expeditious manner.

•Analyze caller's needs and is empowered to implement the best strategy to respond in order to ensure superior customer satisfaction.

•Resolves and co-ordinates the resolution of customer issues.

•Measure costs against established service provider guidelines.

•Verify and track work orders to completion.

•Approve invoices, arrange payment, interface with AP department and manage vendor payment queries

•Continually build customer relations with client personnel.

•PSCs must have the most positive impact on their clients through their ability to:

•Problems solve and discern between the symptoms of the problem and the root cause.

•Work under pressure and with tight deadlines.

•Convey their commitment to customer satisfaction over the telephone.

•Take ownership for the ultimate resolution of the customer's problem.

•Be proactive and take initiative to find the best solution to the problem.

•Determine when to escalate critical works or issues that cannot be resolved without further assistance.

•Decisions need to be made in property and facilities management concerning:

•Performance Measurement Tracking.

•Subcontractor Management and Negotiations.

•Information Systems Applications.

•Contract Documentation.

•An important part of the role is to assist with the training of other new PSCs in the team through the use of a buddy system

•Generating reports to the client and ensuring that details of the performance is detailed in the reports so that strategic decisions can be made

•Ensuring SLA’s are met for the client without fail

Focus MT India Pvt Ltd, Bangalore – December 2009 to February 2011

Voice Mail Proofer

•Converting voicemail to text message and/or e-mail

•5-7x transcription ratio (transcription time/duration of message)

•Assurance of message security and handling

•Realtime transcription

Mphasis, Bangalore – December 2007 to November 2009

Customer Support Executive

•Handling Customer Queries and complaints and routing of the same to the relevant team

•Providing first time resolution on all eligible calls by providing due Assistance

•Up selling of Higher Value Plans & Choice.

•Promotion of products to customers who show inclination towards the same

Education

•BCA – CV Raman University

•PUC – Govt. PU College, Krishnarajapet

•S.S.L.C - Karnataka Educational Board, Krishnarajapet

Personal Details

•Languages - English, Kannada, Hindi & Tamil

•Activities - Reading, listening to Music, Watching Movies & Playing Cricket

Arjun Prathap MP



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