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Manager Customer Service

Noida, Uttar Pradesh, India
December 21, 2019

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Operation Manager


****/**, ***** *****, ***-14


Gurgaon, Haryana-122001 OBJECTIVE

Result oriented professional, having around 6 years of experience with expertise in Operation Management, Business Alliance, Client & Vendor Management, Service Delivery & business Process Management etc. I’m willing to work as a key player in challenging, creative environment and knowledge base to serve the best in the industry to play an important role in global Economy.


• Currently working as a Operation Manager at UHyr Labs Pvt Ltd, Sec-48.

• Earlier worked as a “Sr. Executive – Operations” in Vatika Group, Vatika Business Centre, Vatika Business Park, Sec-49.

• Earlier worked as a Coordinator in IMASS Pvt. Ltd, Centrum Plaza, Sec- 53. UniHyr Labs

Unihyr Labs is an ecommerce platform, it is a cloud based SaaS platform in the hiring space. It is first of its kind end to end Integrated Recruitment Management System & the search firm aggregation platform where we connect employers with verified network of search firms. Both applications are seamlessly integrated to each other. JOB RESPONSBILITIES :

• Delivery operations - channel management and curation

• Heading business alliance – Onboarding new vendors & clients

• Vendor engagement - vendor sign-ups & mentoring

• Client engagement (new /existing clients).

• Reporting

• Recruitment (IT/Non- IT)

• On-job requirements/projects as arising from time to time

• What’s app support

Operation Manager


Vatika group basically deals into Hospitality, Commercial Spaces, Retail Spaces, Homes, Education, Business Centres and facility management-Enviro and founded in 1968. JOB RESPONSBILITIES:

Handle Clients

• Inhouse clients, Adhoc client as well as virtual client –

• Developing and maintaining customer relationship with existing and new clients.

• Delivering excellent customer service by ensuring timely service of the requirement as per the contract, ensuring timely response to all important phone calls and daily emails.

• Close deals.

• Eeffectively execute day to day office & administrative activities of clients as per their requirements in order to satisfy clients expectations.

• Serve as single point contact for clients.

• Do the agreement Renewals, check-in’s and check-out.

• Do the invoicing for all the clients.

• Follow-up with clients on outstanding payments.

• Keeping the management intact by sharing ideas to improve customer relationships..

• To Measure cutomer satisfaction levels through various ways like: monthly, quarterly and annual feedbacks

• Generate business for meeting room or our services by interacting or meeting with clients.

• Converting walkins into clients and contributed for revenue generation.

• To ensure proper functioning of the Business Centre in order to meet & exceed clients expectations.

Handle Facilities

• Asset

o Maintaining assets of centre, coding etc.

o Asset Maintainence – Servicing of AC, EPBAX etc. o Maintaining suite wise asset details.

• Service Request : coordinate with vendors and schedule servicing for Paint touch-up, Pest Control, Plant Maintainence, EPBAX, UPS, Ricoh, fire panel etc (Under AMC’s)

• Repair & Maintainence.

• Interfacing with the pest control for carrying out the pest control activities at the facility.

• Taking facility rounds and find out snags and rectify the same asap.

• Routinely Inspect all services to ensure performance measures are being maintained.

• Ownership of the Day to day administration, including reports generation of the stocks trackers.

• Maintaing & forwarding Bills

• Maintaing AMC Tracker report

• Meet the supervisor during the shift to discuss and communicate priorities for the shift and address complaints.

Operation Manager

• Take Care of all incidents issues, identify issues and pending problems and initiate immediate rectification actions.

• Indent monthly requirements for Soft services as per the month's budget.

Handled Housekeeping & Pantry Department

• Housekeeping:

-To ensure implementation of good housekeeping practice within office premises in order to maintain high standards of hygiene & cleanliness.

-To supervise the functioning of housekeeping staff in order to ensure that good work practices are followed to meet clients requirements and satisfy customer expectations.


-Give training to better knowledge & professionalism.

-Grooming & general ettiqutes.

-Maintain all requist records :

1. Material Stock

2. Material Stock Report & Reister

3. Daily Check list

4. Weekly Check list

• Pantry Management:

-Assess monthly, the weekly and daily order of items sold at the pantry.

- Maintain cash Sale Report

-Cater to any special requests from clients on daily basis like birthdays, special lunch etc., introduce new items in the pantry.

- Maintain all requist records :

1. Material Stock Register

2. Daily Client Consumption register

3. Cutlery Stock inventory

-Training and grooming of pantry boys, Pantry staff roster, Client wise record update, Pantry communication, Bill Checking.

-Decide on pantry menu with consensus with operations head, work out and maintain standard markups on items sold in the pantry.

-Pantry menu Updation, increase and maintain the profitability of pantry operations, manage coffee/ tea facility and vendors for the business centre.

-Vendor Bills checking and forwarding them to operations head for processing payment one point of contact for specified clients ensure billing for clients managed.

-Complaints registration and resolution within the timeframe.

-Tacking necessary approval from branch head for items purchased.

Handle Imprest

• Procurement of all the centre needs.

Operation Manager

• Prepare budjet.

• P & L

• Maintain “Happay Software”.

• Maintain Imprest Sheet & File.

• Deposit Revenue of Pantry & Business Income by end of the month.

Handle Entire Access Control System & CCTV

• Handling “Hams Software”

• Issuance of card

• Servicing of controllers, EM Lock etc


• Order monthly stationary to vendor

• Maintaining stationary stock register.

• Maintaining client usage file

• Maintain monthly Stock Report

Event Management

• Plan event from start to finish according to requirements, target audience and objectives

• Responsible for decoration, Snacks etc .

• Source and negotiate with vendors and suppliers.

• Calculate budgets and adjust when necessary.

• Plan menu, order food, and hire caterers (if do the stall thing).

• Ensuring excellent customer service and quality delivery

Vendor Management

• Do their Bills realization and mange supplies.

• Follow up for agreement renewal.

• look up for new vendors with lesser cost for business profit (Note : I always ensure that the relationship between vendor and me needs to be good and ensure that they provide us the best service)


• Got ISO Certificate for the year 2013-2014 ( Certificate of Appreciation in Quality Management System ). Also cleared in 2017 but didn’t receive the certificate.

• Cost effective in various services.

• Signed up almost all Virtual clients by me.

• Done shoots for business centre in 2014, 2017, 2018.

• Appreciated in grapevine for taking care of my own job along with other responsibilities when we were having short manpower of Front desk girl & housekeeping person, single handedly for about 3 months. Operation Manager


IMASS PVT LTD (Integrated Mobility and Advance system and solutions ) is a software company and is a part of R-square . This basically deals in government Projects as well as private projects. It is specialized in the field of Public Transport, E & M governance and Health care sector.


• Documentation

• Generating attendance of our Gurgaon office and jodhpur office to daily basis and mailing to the HR

• Answering incoming calls and transferring to the concern department

• Manage travel bookings / Accomodation / Local Transportation

• General administrative and clerical support

• Keeping records of Convieyence sheets and bills of all departments to make Salary and mail this to HR

• Maintain records of all the requist records like Courier register, Send and receive courier and tracking, Incoming and Outgoing material

• Co-ordinate with seniors

• Schedule appointments in embassies, vendors etc

• Responsible for office procurement

• Keeping records of petty cash.

• Organize meetings

• Receive and sort mail and deliveries

• Deal with queries from the public and customers

• Prepare letters and documents & Tender searching and all. PROFESSIONAL QUALIFICATION

Diploma “BTEC HNC in Aviation, Hospitality and Travel Management Course “From Frankfinn Institute Of Air Hostess Training Centre, Gurgaon(Haryana), Certified by Edexcel (U.K.) ACHIEVEMENTS_FIAT

Got the Customer Interaction Program certificate in 2010. ACADEMIC QUALIFICATION

• Senior Secondary Examination (2010)

S.G.R.R. P. School Kotdwara, Uttrakhand

Board / University – C.B.S.E. Uttrakhand

Kotdwara, Uttrakhand, INDIA

Operation Manager

• Secondary Examination (2008)

S.G.R.R. P. School Kotdwara, Uttrakhand

Board / University - C.B.S.E. Uttrakhand

Kotdwara, Uttrakhand, INDIA

• Graduated from sunrise university, B.A (2015)


• Knowledge of Computer

• Tools familiar with MS Office (MS Word, Excel, Powerpoint presentation).

• Familiar with outlook, Salesforce, lotus note, G suite. STRENGTHS

• Ability to work in a team or individually

• Dedicated towards goals

• Honest & Hardworking

• Self motivated

• Good Time Manager

• Team Leadership

• Cooperative and coordinative

• Ability to handle stress

• Flexibility


• Net Surfing & Appreciate music

• Love to do Yoga

• Interacting with different types of peoples

• Hanging with friends

• Baking


Name : Pooja Rawat

Father’s Name : Mr. Narendra Singh Rawat

D.O.B. : 24th

Mar 1992

Current Add. : 2318/3R, Laxmi Niwas, Rajiv Nagar, Sec-14 Gurgaon, ( Haryana )

Permanent Add. : 96, Shamsher Singh Colony, Devi Road, Kotdwara Pauri Garhwal, Uttrakhand - 246149

Operation Manager

Language Known : English, Hindi

Religion : Hindu

Nationality : Indian


I hereby declare that the above mentioned information is correct upto my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars. Date:-



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