ABDUL GAFOOR BAPPAITHOTTY

Mobile: 974-***-***** ~ E-Mail: ac7mjr@r.postjobfree.com

Seeking positions in Service Operations, Client Relationship Management

With leading organisations

Professional Profile

A result oriented professional with 25 years’ experience in Operations Management & Client Servicing.

Significant experience of developing and working with highly process oriented systems geared towards optimising Customer Service Operations and service deliveries.

Gained exposure & knowledge of European & Gulf Culture.

Basic knowledge of MS Office & Internet Applications.

Demonstrated competencies in managing backend operations with focus on timely rendering of services.

Strong communication & interpersonal skills with proven abilities in Customer Relationship Management.

Domain Skills

Customer Care Operations

Managing customer service operations.

Implementing policies & procedures; developing / streamlining systems.

Adhering to service procedures with focus on optimising operational effectiveness.

Taking escalations for resolving critical issues; ensuring that areas of concern are worked upon for improved service levels.

Client Servicing

Supervising customer service operations for rendering and achieving quality services as well as optimising client satisfaction levels and generating additional avenues for business.

Identifying improvement areas & implementing measures to maximise customer satisfaction levels.

Assessing customer feedback, evaluating areas of improvements & providing critical feedback.

Organisational Experience

Al Safi Dairy Farm, KSA Factory Production Foreman Dec‘93-Dec‘99

Significant Highlights

Acknowledged & awarded as the most hardworking employee in 1996.

Managed staff in the absence of manager.

Managed loading and offloading of cargo.

Imparted process training to new hire for two months as an Industry requirement.

Goulandris Bros. LTD, UK Shipping Sailor May’00-Nov’14

Significant Highlights

Certification in fire prevention & fire fighting.

Certification in Proficiency in personal safety & social responsibilities.

Certification in personal survival techniques.

Taking escalations for resolving critical issues, ensuring that areas of concern are worked upon for improved service levels.

Asia Building Material Zone, India Owner, Marketing & Sales Feb’13-Nov’14

Significant Highlights

Worked as a business partner.

Handled marketing, purchasing and outbound sales.

Outsourcing clients.

Involved in making strategic planning to attain bulk orders from different contractors and suppliers.

Undertaking bulk orders and ensuring service delivery done on time.

Dealing with materials like electrical plumbing, hardware, tanks, sheet, welding items and sanitary.

Handling business in the absence of owner.

NAAAS Group, Doha (Labour City) Facilities Supervisor cum Co-ordinator Aug’15- Sept'16

Significant Highlights

Supervised and coordinated the day to day activities of teams that ensure optimal functioning and maintenance of all building properties.

Overseeing installation, inspections, repairs, routine maintenance and troubleshooting of building systems including mechanical, electrical, fire/life safety, plumbing, and waste management.

Tracked facilities service requests with applicable system and completed requests within established timelines and quality specifications.

Overseeing catering and laundry facilities.

Allotting/arranging rooms for employees.

Maintains a safe and effective working environment.

Trained team on policies and procedures.

Responsible for regular updating of employee list

Coordinated work to be completed by contractors and skilled trades.

Reported to a operations manager.

Maintaining records and updating reports to higher department for new arrivals, mobilization and demobilization of employees.

Supervised a group of primarily para-professional level staffs.

Involved in day-to-day decision making within my department.

Thorough knowledge of functional area and department processes.

Handled induction orientation.

NAAAS Group, Doha (Labour City) Laundry Operation In-Charge Oct’16- Ongoing

Significant Highlights

Maintaining records and updating reports to higher department for new arrivals, mobilization and demobilization of employees.

Reporting to department head.

Coordinating work to be completed by contractors/clients and laundry suppliers, conducting meetings and maintaining good work relationship.

Involved in preparation and maintenance/follow up of Laundry card system.

Handling team of 4 supervisors for managing 18 buildings in order to provide laundry service for over 22,464 employees/residents.

To schedule and plan the daily work for the laundry personnel/supervisors and delegate the work depending on the workload and priority requirements.

To regularly inspect the progress of the work and to make sure that quality is maintained and may shift the personnel according to changing priority work situations.

Ensured that sufficient laundry personnel are on duty each day.

To interview, train and mentor the new staff and give them valuable information regarding various laundry procedures that need to be followed while working.

To approve, maintain and update all the records related to their attendance, punctuality, leaves taken, etc.

To maintain proper records of the supplies and the items that have been laundered.

Maintaining records and sending updated staff evaluation reports to department head about daily attendance, time sheet, laundry collection and delivery report, missing report, data sheet, employee daily update list, preparing daily, weekly, monthly and quarterly report.

Record and monitor laundry cost.

Managing the Laundry staff duty roster.

Conduct weekly departmental meetings with supervisors.

Approve distribution of uniforms to employee rooms.

Attend the inquiries and resolve the employee/residents complaints so that they remain satisfied and help in ensuring better business.

Also ensures that statutory health and safety regulations are being followed by the workers in the laundry areas. Fire & safety.

Make every effort to promote the laundry so that it is able to attract more users/residents, thereby increasing the business of the laundry (have successfully marketed laundry service benefits among employees/residents and have increased the number of laundry service users).

Making rounds and inspections to assure that laundry personnel are performing required duties, appropriate laundry procedures are being rendered, and quality control measures are continually maintained.

Responsible for ensuring that all laundry services within the property meet the highest possible standards.

Responsible for running laundry department day to day operations and also to deliver an excellent employee experience while managing stock ordering and supplier relationships.

Academic Credentials

Completed higher secondary education from Mangalore in 1992.

Additional Qualification;

MSCIT Certification in Computers from Master Computers in 2013.

Personal Vitae

Date of Birth: 06th May 1972

Languages: English, Hindi, Malayalam, Tamil, Tulu, Kannada, Greek, Arabic (Basic) & Urdu

Correspondence Address: P.O.Box-22062, Doha, Qatar.

Nationality Indian

Marital Status Married

Passport No. K1250270 Date of expiry: 11/12/2021

Visa Status Employment Visa

Contact this candidate