Customer Service Sales

OBULI VENKATARAMAN

***, ******* *******, **** ***

Toronto, Ontario – m3c 2z6.

Mobile: 647-***-**** ~ E-Mail: ******@*******.***

OBJECTIVE

HOSPITALITY & MARKETING MANAGEMENT PROFESSIONAL

Food-Distribution Management/Profit & Loss Management

“Enhancing Growth and Profits in Hospitality Environments”

Offering more than 12 years of successful and recognized achievement in Hospitality, Customer Service and Marketing industry. Seeking top level assignments in Management / Administration sectors, in an organization of high repute.

HIGHLIGHTS OF QUALIFICATIONS

Acclimatized professional with nearly 12 years of incisive experience in the Hotel Industry with

Strategic Planning Customer Servicing Marketing and Training

Administration Cost Control Accounting

Employee recruiting, training, and empowerment, Regulatory compliance, health & safety management, Front and back-of-the-house management, Customer-service and quality-control management.

Hands on experience towards maximising operational output, yields, achieving organizational goals and forecasted budgets. Comprehensive experience in creating business development procedures, service standards, operational policies and guidelines for maintaining quality and hygiene quality standards.

Expertise in managing Hotel Operations including restaurants, banquets, etc. with focus on top-line performance through marketing strategies & distribution management.

Developed proficiency in establishing a performance-driven culture that ensures personal ownership, training the new employees in the training and development of service standards and operational policies.

PROFESSIONAL EMPLOYMENT

HOTEL MARUTI, SALEM, TAMILNADU, INDIA

Executive Administrator/Senior Customer Service Manager (June 2003 – April 2015)

Highlights:

Spearheaded gamut of activities of hotel and bar including maintenance of lodging and boarding.

Housekeeping works with Laundry maintenance works in all areas of hotel.

Account keeping, bank reconciliations, auditing, purchase and inventory management.

Complete check-in and check-out with balance report and credit check daily.

Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.

Assure knowledge and training of Marketing Programs of company and hotel and worked closely with the Loyalty Ambassador to ensure all select guests are being tracked and serviced.

Communicated with all department supervisors on continuous basis, specializing in areas of communication with Night Audit each evening/morning.

Handle all guest complaints maintaining a satisfactory impression with the guest on resolving complaints day to day basis.

Implemented incentive programs for employees to enhance sales and operating profit margins thus motivating them to give best service to customers in all areas of department.

Fortuitously increased the monthly room bookings by 35% by giving complementary offers, modified and refurnished the rooms as per the latest trends.

Efficiently managed technical, functional and business related workshop sessions. Provide training for new account managers, support account activities, ensure quality customer service, resolve disputes, and take strategic action to ignite sales and territorial growth.

Develop high-impact marketing and sales strategies, perform ongoing market/competitive analysis, and survey existing customers to maintain and improve quality standards. Revenue increased and averaged 15% above projection for the year 2014.

Oversee and supervise customer service – maintaining open communications with customers. Coordinate orders, handle credit requests, and respond to customer inquiries. Maintenance rates decreased from 35% to 21%.

Played a key role in analyzing cost controls, stock keeping of food items and conditions and cleanliness of the Hotel.

Quality of the food and beverages and services delivered to the customer were closely watched and analysed.

Directed a 300-seat, high-volume facility with annual sales of more than $200,000. Supervised a staff of 45, including a three-man management team and a head chef in all varieties of Chinese, South Indian and North Indian Cuisine.

Budget and shared-P&L responsibility; also in charge of advertising and promotion; oversaw menu planning, food and liquor inventory control, live entertainment, and special events.

Responsible for hiring, training, and supervision. Interacting with the operating staffs for ensuring upkeep of restaurant and kitchen equipment in perfect order.

Interfacing with other departments for requisitions, re-stocking and inventory according to set standards.

Procuring equipment for the banquet facility and food items for special events. Successfully established a new family A/C restaurant with mini bar in roof top garden.

PALLAVI WEARS, BABYLAND, SALEM, TAMILNADU, INDIA.

MARKETING MANAGER (Sep 2005 – Jan 2015)

Full in charge of sales/marketing responsibility for Salem branch, with concentration on locating, engaging, developing, and consulting in marketing baby wear products.

Interacted with colleagues and marketing suppliers to build close working relationships.

Maintained open lines of communication with organizations while providing satisfying answers to their requests.

Successfully opened new branch in Salem, Tamilnadu – an instrumental contributor to the company’s successful sales/profit growth that generated $1, 10,000 (annual) in first ten months of operation of the business.

Worked together with customers to develop and satisfy their various needs in different materials of cloths, baby products and designs.

Developed various marketing materials such as brochures, white papers, product descriptions, standardized sales scripts, proposals, presentations and newsletters.

Personally supervised production and implementation of marketing materials with the team members to stay up to date in the market.

Analyzed the results of company advertisement and marketing campaigns.

Tracked campaign results, prepared reports on performance analysis of past campaigns and offered corrective recommendations regarding concurrent programs.

Personally watched over the Profit & Loss of the company in all operations of selling diversified baby products and reduced the monthly expenses gradually from 36% to 22% and kept a sharp vigil over company accounts.

DECATHLON, LONDON, UNITED KINGDOM.

CUSTOMER SERVICE ASSISSTANT MANAGER (July 2002 – September 2003)

Highlights:

Successfully achieved the sales target of every month within short span of time from 4 weeks to 3 weeks through online sales and better customer service.

Efficiently liaised with team for smooth functioning in shop floor with various advertisement ideas.

Instrumental in imparting training to the entire shop floor team for organizing, planning and executing work.

Pivotal in projecting weekly and monthly reports for sales turnover.

Successfully managed various sports brands sales with different advertisement ideas and successfully dealt with customers complaints and resolved their issues.

Interacted with colleagues and marketing suppliers to build close working relationships.

Maintained open lines of communication with organizations while providing satisfying answers to their requests.

Worked together with customers to develop and satisfy their various needs in different materials of cloths, sports products and designs.

EDUCATION

Master’s in Business Administration: Marketing and E-Commerce. (2003)

CharlesStuartUniversity,London, United Kingdom.

Bachelors in Business Management: Commerce and Accounting. (2001)

Dr. G.R. Damodharan College of Arts and Science, Coimbatore, Tamil Nadu, India.

Additional Computer Skills: Microsoft office certified, Tally ERP 9, Caterpillar hotel Accounting software.

PROFESSIONAL CERTIFICATIONS & LICENSING

FL3 Lincense – India (FL 3 No. 1/91-92) - Foreign Liquor and Indian Made Foreign Liquor Products. (1991)

HOBAT – India (District Representative) - Hotel and Bar Association of Tamil Nadu, India. (2012)

SHOBA – Salem hotels and Bar Association, Salem, Tamilnadu, India. (2013)

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