Customer Service Management

PROFESSIONAL SUMMARY OF

STEPHAN RAJI

Name::Stephan Raji

Address::

***/********** ****,

Sector 44, Seawoods,

Nerul, Navi Mumbai-400 607

DOB::09thOct 1983

Mobile::887-***-****

Email::

****************@*****.***

Summary of Skills

ß Customer Relationship

management

ß Business Solution Implementation

ß Account Management

ß Liaising with Different Internal

Department

ß Team Management Expertise

Recognition &Training:

ß Bronze Medallist at Mumbai

Divisional Boxing Championship

in the year 2004 – 05

ß Have done a Provisional training

course in “FIRST AID” from First

Aid Training Centre, THANE

Objective:

To be associated with the organisation where my skills and potential will be fully utilized for the growth of organization and explore opportunity to learn and add value to myself, the organization and my colleagues as well.

Executive Profile:

Strong customer relationship &People management skills Management of Staff

• Recruitment of Crew members & conduction of orientation

• HR formalities – exit interviews

• Preparing Payroll of the Crews & Managers

• Conduction of monthly Crew meetings

• Making Crew schedules

Local Store Marketing

• In store business plans to increase sale.

• Introducing new promotions plan.

Business cost control

• Producing monthly stock inventories – Food & Paper.

• Handling store sales cash.

• Maintaining cash inventory book.

• Monitoring cash audits.

• Monitoring food safety audits

• Food cost control

• Maintaining monthly books.

Training

• Training of crew members and Floor managers

• Making Weekly Training Plan and execution of same

• Taking training classes

• Enforcing procedures through training

Ordering

• Ordering of required numbers of product.

• Making records of store transfer

• Preparing initial profit and loss statement.

• Preparing maintenance and repair budget.

• Preparing management schedule.

Degree Month and year Of passing Name of Institution and University S.S.C 1999-2000 Mumbai-Board

H.S.C. 2002-2003 Mumbai-Board

T.Y.Bsc 2005-2006 Mumbai-University

Degree Month and year Of passing Name of Institution Post Graduate Diploma In

Accommodation Operation and

Management

2006 – 07

(FIRST CLASS)

Institute of Hotel Management, Mumbai

THE RETREAT-RESORTS AND TAJ BUSINESS HOTELS

(INTERNSHIP :: POST GRADUATE DIPLOMA IN HOTEL MGMT) DUTIES AND RESPONSIBILITY

Cleaning of guests room, public area .swimming-pool, restaurants, banquets, flower arrangement, laundry.

Bed making, assuring that guest room is clean with all the amenities.

Cleaning of restroom, highlighting the maintenance issues to the engineering departing.

Co-ordinating with front office desk in order to release the dirty room quickly so that the waiting time of guest is reduced.

Making sure that the entire hotel façade is clean.

Strong communication between all the departments in order avoids confusion. Education

Professional Qualification

Operation Manager 90degreeworldwide PTE LTD .

Organising events in Singapore,Dubai,Hong kong .

Responsible for event planning, implementation,execution,Within the guideline.

Strong Market Analysis for media planning,Tie ups with all modes of media like Print,Radio,television.

Undertaking all F&B arrangements, including the RFP process, menu selection, BEO’s, food integration and on- site supervision.

Representing company as primary venue point of contact for planning, execution and fiduciary issues

Contributing experience-based input regarding venue needs for each assigned event, including meeting and exhibit space requirements, sleeping room blocks and overall configuration of contracted space.

Conducted research to identify new opportunities for bringing about innovation in events.

Fulfilling specific requirements and expectations concerning the event with clients.

Managed and developed a strategic plan of action to ensure that the cost of the event remains under the pre- determined budget.

Searched and negotiated suitable venues or locations as per the requirement and budgetary constraints of client.

Carried out all the functions as per legal guidelines and regulations.

Worked on determining a suitable layout and theme for the event as per client’s specifications.

Facilitated communication with professionals, including venue management, stand designers, caterers, contractors and equipment rentals to ensure efficient running of an event.

Trained new and existing staff prior to the event so that all operations and duties were executed smoothly and as per clients’ guidelines.

End to end event management, Excellent oral and written skills

Understanding of event production, setup

Good at handling vendors and timely delivery

Good at planning and delivery management

Detailed oriented

Support sales team

Maintain excellent relationships with clients and be able to tailor products

Comply with Sales process and mechanism of the company to ensure Business Professionalism amp Integrity

Aggressive to convert sales amp achieve targets Etc . NEW ASSIGNMENT : Entire operation for a New retail & Whole sale chain called FRESH FILLETS .which is into Supply of Seafood’s and farm meat .its new vertical of same organisation .

Work Experience:

Operation support for retail outlet from Nov 2014 .

suggesting potential location for the opening new outlet .

Supporting in setting up new business within given budgets.

Negotiating with land owners for rents ensuring all Title are clear,paperwork in carried out as per noms.

projection on sale targets for proposed location .

Vendor management, Recruiting & Training team members within given budgets,

Setting up entire new systems and procedures for a brand ..

Cash management,product,customer service, Training tools kits .

Monitoring the performances of new outlets .

Local marketing support. setting up delivery services .

initiating new ideas, promotions,offers, etc.

Worked as OPERATION EXECUTIVE IN QATAR

(From Oct 2013 to July 2014)

INTERGAL FOOD SERVICE ONE OF THE LEADING CATERING AND RETAIL FOOD GAINTS IN QATAR .

Responsible For Annual BUDGET,Monthly P&L submission,New promotion,New F&B Launch, Food festivals .

Responsible for Business Development,Finding New OUT LET Location &OPENING, out door parties, events, exhibition,Logistic Food Transfer to all outlets with out any delay,staff transportation etc.

Co-ordinating with all support department HR,Account,Admin,training, .

Assuring that smooth operation under strict standards and laws of Qatar municipality,food handling certification of the staffs,Hygiene, fire safety,cleanliness etc.

Handling retails business of around 7 lakhs QATARI RIYALS .EFST certified from QATARI FOOD DEPARTMENT worked with ABCTCL AS AREA MANAGER

(Feb 2012 to FEB 2013)

Work profile :

Co-ordinater between top level management and team members.

Responsible for13outlets smooth operation all located in prime areas, with New outlet opening experiences.

Store managers.Assistant managers.Team memeber and more than 80+ are reporting .

Responsible for Areaprofit & Loss,targets,guest concern, Brand standard,product quality .

Responsible for implementing sop,service standards,New promotions,Product launch etc.

Responsible for availability of all product, monitoring stocks,projecting &ordering for area .

Addressing customers complaints,queries, ensuring customer satisfaction.

Carrying out Team Building, Motivation, Training, recognisation,out door catering etc.

Responsible for licences, Business development,corporate tie ups,local store marketing,etc. RETAILING MANAGER MARS GROUPS (Aug 2011 to jan 2012) RGM PAPAJOHNS, U.A.E (DUBAI) (June 2010 to April 2011) Date:

Place:MUMBAI (Stephen Raji)

ASSISTANT RESTAURANT MANAGER ARMT KFC STILL Mar 2010 Work Profile:

Handling entire Restaurant Operations.

Handling 45 Team Members & 3 Shift IC

Responsible for Monthly Target, Sending Reports to HO (Daily Sales, Weekly Invoices / Petty Cash Statement / Deposition of SODEXHO & TICKET Restaurant coupons on time.

Responsible for maintaining Brand Standard by maintaining quality.

Maintaining COS, COSV, COL in very effective manner & Generating Profit

Handling Customer Grievance effectively.

Carrying out Team Building, Team Motivation, Training, and Human Resources at Store Level.

Responsible for Cross Training & Development of Team Members.

Implementation of EASY IDEAS, Standards for Daily operations by executing new ideas.

Driving initiatives like CHAMPS, CMS, Training the team during launch of New Products.

Making store available for various Audits like CER,CMS, CHAMPS, HEALTH, BMC etc.& managing products

& equipment efficiently.

TEAM MEMBER PIZZA HUT FROM NOV 2004

Greeting guest, ensuring that they are comfortable with the seating arrangement.

Taking care of customer service in dine–in area.

Explaining the menu, suggestive selling, taking orders .delivering the correct orders within the standard time as per the sop’s.

Helping the guest in menu selection, up-selling the new products.

Taking feedback from the guests about the food. Ambiences etc.

Providing them with the correct bills, helping them in cash out.

Taking care of guests issues very efficiently.

Was expert certified in service section also completed other departments like Make–table, Pasta, Dough.

Contact this candidate