Customer Service Manager
Resume:
AJI RAJU DK
*********@*****.***
INDIA
VALID UAE DRIVING LICENCE
STCW STATUS (INDoS No: 19ZL2656) –COMPLETED
A focused and dedicated team leader with strong analytical and leadership initiatives. Credible and articulate, with excellent communication, presentation and interpersonal skills.
Areas of Expertise:
Administration and management of staff operations, recruitment, training and logistics in the area of Facilities Management, Housekeeping, security Services. Highly knowledgeable in creating Inspections, Risk Assessment and reporting timelines and meeting deadlines, and accomplishing tasks and public related assignments at respective government departments.
Career Details
ORION VENTURE FACILITIES MANAGEMENT - DUBAI, UAE
FACILITIES ENGINEER (Store & Inventory, Logistics &Maintenance Hospitality, Customer Service,) (MARCH 2019 TO TILL)
LOGISTICS DEPARTMENT
Over 6 years’ successful experience in Facilities Management (Soft FM and Hard FM) arena
Plan, manage and evaluate logistics operations liaising with internal stakeholders, suppliers, logistics providers, transportation companies and customers
Store management with inventory
Delivery and receiving materials management
Proper data entry and issuing Checklist and updates
Create and implement best practice logistics principles, policies and processes across the organisation to improve operational and financial performance
Deliver solutions to logistics problems while maintaining high levels of quality and service within budgetary requirements
Monitor quality, quantity, delivery times, and transport costs
Negotiate rates and contracts with transportation and logistics providers
Recommend optimal transport modes, routes or frequency
Select carriers/suppliers and monitor service against performance criteria
Ensure carrier compliance with company policies or procedures for product transit or delivery
Resolve problems concerning transportation, logistics systems, imports or exports or customer issues
Review impact of logistics changes, such as routing, shipping modes, product volumes or carriers and report results to others
Assess and make recommendations for logistics processes in potential new facilities or plants and advise of cost implications and efficiency
Support continuous improvement initiatives and identify inefficiencies and cost optimisation opportunities
Ensure the integrity of inventory accuracy and manage stock movements with the help of direct reports
Identify and resolve any inventory discrepancies and ensure inventory and system records are in agreement
Keep track of slow moving and obsolete stock
Identify savings by removing waste or unnecessary steps in the logistics process
Interpret trends and analyse and review data. Provide meaningful logistics data to others in the organisation to aid customer service and cost improvements
Ensure IT systems in place are effective, maintained and accurate
Ensure metrics, reports, and process documentation is available
Conduct or review environmental audits for logistics activities to ensure processes are as environmentally friendly as possible Review opportunities to be as environmentally friendly as possible
LEEDS Observation Closing and Updating
Site HSE observation closing and updating
MEP-MAINTENANCE & FACILITIES MANAGEMENT
Perform ongoing preventive maintenance and repair work on facility mechanical, electrical, and other installed systems;
Condition survey and inspections
Client management
Maintain, operate all HVAC systems and associated equipment, electrical equipment, plumbing systems, building management system, and building repairs;
Perform facility inspections and report on condition affecting operations;
Monitor and supervise HVAC preventive Maintenance contracts;
Respond to emergencies;
Prepare and submit summary reports of conditions in buildings and recommend actions to be taken; Review and understand equipment and methods of operation, BMS system, fire/life safety, and other systems;
Comply with all safety procedures and requirements;
Support any afterhours building needs and activities as required;
Attend training sessions and seminars; and
Other assigned tasks as requested.
Employee Facilities
Subcontractor/ Vendor Management
Material arrangement
Coordinating with third parties in relation to all maintenance works.
Continually monitoring equipment, services & contractors to ensure the Business assets are managed correctly. Preparing & monitoring PPM suppliers.
Managing Service Level Agreements for contracted services & acting as a monitor for the quality of customer services provided
Reporting and Assistance & Customer Support
Direct report to Facilities Manager or Project Manager
Attending the site HSE auditing
Participating six monthly customer satisfaction survey
WAFA PROPERTIES AND FACILITIES MANAGEMENT - DUBAI, UAE
FACILITIES ENGINEER (Hospitality, Customer Service, Store Management &Maintenance)
SEPTEMBER 2017 TO SEPTEMBER 2018
Roles& Responsibilities
Over 5 years’ successful experience in Facilities Management (Soft FM and Hard FM) arena
Maintain Safe, clean and healthy environment by following standards and procedure complying with legal codes and regulation
Lead the team for effective management of store operation in receiving, inspection, storage, issuance & transfer of items as per company policy.
To follow-up overall inventory management.
Taking physical inventory once a month to cross check with the monthly inventory report.
Addressing complaints, concerns of occupants and visitors
Updates the shift Diaries and report the maintenance issues
Co-ordinating general maintenance issues like Painting, carpentry, civil or patching walls, Security hardware, hanging shelves and landscaping.
Highly skilled in planning, coordinating and directing all daily activities pertinent to custodial functions
Strong leadership acumen; hires, trains, supervises, coaches and counsels housekeeping workers and team members
Inviting and approving of tenders for various work orders.
Assign team members their duties, and inspect work for conformance to prescribed and required standards.
Ensuring the building meets health and safety requirements and that facilities comply with legislation;
Coordinating and leading one or more teams to cover various areas of responsibility;
Using performance management techniques to monitor and demonstrate achievement of agreed service levels and to lead on improvement;
Responding appropriately to emergencies or urgent issues as they arise and dealing with the consequence.
Arrange events and functions regularly with respective requirements.
Liaise with local insurance company and administration.
Supervise the employment passes/work permits applications and renewals, housing benefit/leases administration.
Coordination with Facilities / Property Management
Proper evaluation of maintenance in site (PPM)
Responsible for ensuring preventative maintenance along with emergency repairs of all premises & equipment, answering queries & obtaining information & also following up on all pending matters.
Responding appropriately to emergencies or urgent issues as they arise and dealing with the consequences.
Performed routine and preventive maintenance and verifying operation of Electrical, A/C & Mechanical Equipment’s. (MEP)
Participated in on-call rotation, responding to equipment discrepancies after normal work hours; arriving on site to troubleshoot and repair affected equipment.
Managing the day to day monitoring of third party suppliers.
Coordinating with third parties in relation to all maintenance works.
Continually monitoring equipment, services & contractors to ensure the Business assets are managed correctly. Preparing & monitoring PPM suppliers.
Managing Service Level Agreements for contracted services & acting as a monitor for the quality of customer services provided
Supervise the employment passes/work permits applications and renewals, housing benefit/leases administration
Reporting and Assistance & Customer Support
Direct report to Facilities Manager or Maintenance Manager
Supporting to FM Manager to Client meeting and customer management
Contribute to the development of a customer focused service and a positive corporate image including the maintenance of good working relationship with client, client representatives.
Achieve and enhance customer satisfaction by meeting and or exceeding the customer requirements SLA’s, KPI’s
Meeting, reporting client at regular intervals to maintain good communication and rapport with client and client team.
QHSE
Contribute to safe system of work and the and the development of quality management system by ensuring all work practices comply with relevant safety standard
Implement HSE policies, safe operating procedures and safe work instructions (Tools Box Talks)-thus preventing potential incidents at all time
Ensure the team possess appropriate tools and tackles, spare parts and consumables
Ensure timely close out of HSE action taken reports NCR’s
DUTCO BALFOUR BEATTY LLC –BALFOUR KILPATRICK GULF - DUBAI, UAE
FACILITIES ENGINEER (Hospitality, Customer Service & Maintenance)
AUGUST 2014 10 TO SEPTEMBER 2017
Roles& Responsibilities
Coordinating and leading teams to cover various areas of responsibility.
Using performance management techniques to monitor and demonstrate achievement of agreed service levels and to lead on improvement.
Responding appropriately to emergencies or urgent issues as they arise and dealing with the consequences.
Performed routine and preventive maintenance and verifying operation of Electrical, A/C & Mechanical Equipment’s. (MEP)
Participated in on-call rotation, responding to equipment discrepancies after normal work hours; arriving on site to troubleshoot and repair affected equipment.
Attended regulatory training as required
Maintained up-to-date documentation
Established and promoted good teamwork and safety cultures.
Proper evaluation of maintenance in site (PPM)
Responsible for ensuring preventative maintenance along with emergency repairs of all premises & equipment, answering queries & obtaining information & also following up on all pending matters.
Responsible for ensuring preventative maintenance along with emergency repairs of all premises & equipment, answering queries & obtaining information & also following up on all pending matters.
Managing the day to day monitoring of third party suppliers.
Coordinating with third parties in relation to all maintenance works.
Continually monitoring equipment, services & contractors to ensure the Business assets are managed correctly. Preparing & monitoring PPM suppliers.
Education Qualification
BACHELOR'S DEGREE IN MECHANICAL ENGINEERING(4Year), ANNA UNIVERSITY, INDIA
STCW (INDoS No: 19ZL2656 )- CERTIFICATE OF PROFICIENCY IN
1.PERSONAL SURVIVAL TECHNIQUES
2.FIRE PREVENTION AND FIRE FIGHTING
3.ELEMENTARY FIRST AID
4.PERSONAL SAFETY AND SOCIAL RESPONSIBILITIES.
5.CERTIFICATE OF PROFICIENCY IN SECURITY TRAINING FOR SEAFARER WITH DESIGNATED SHIP SECURITY DUTIES
HIGHER SECONDARY (2Year), KERALA STATE BOARD, INDIA
SSLC FROM DR C T EAPEN RESIDENTIAL SCHOOL, STATE BOARD, INDIA
Achievements
Trained for confined space entry
Attend IOSH Managing Safety
BSI –Reliability Centred Maintenance Practitioner
Attended Quality Management Training
ISO Standards Implementation (ISO 9000, ISO14000, ISO18000, ISO55001)
Languages Spoken
English, Hindi, Tamil and Malayalam
Personal Information’s
Nationality : India
Passport No : L1739980
Passport Expiry: 2023
Social Status : Married
Date of Birth : 29/05/1991
Declaration
I hereby declare that the above furnished details are true to the best of my knowledge and belief.
Dubai AJI RAJU DK
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