Afzal Munaver Farhan

Mobile Phone : 050-*******

Email:adow1g@r.postjobfree.com

Professional Objective

To work in an organization committed to be the best and help it achieve its goals by bringing to the table a rich experience and tradition of hospitality and client services from India and UAE accumulated over 28 years of Experience. Effectively utilizing the skills gained during my education and services in becoming the best by setting high standards in the field of client services keeping in mind and in practice the expectations of the organization and its mission.

I am a customer service aficionado by choice and designation

Summary

Energetic and capable of working with minimal support and a good deal of autonomy.

Diploma in Mechanical Engineering and MBA in marketing.

Currently working as a Helpdesk Supervisor for the Central helpdesk based at Zayed university, managing a team of 17 Helpdesk agents.

Professional & Educational Qualification

Passed ICSE Syllabus 10th Standard in 1st Class from Baldwin Boys High School in 1987.

Completed 3 years Diploma in Mechanical Engineering and passed out 1st Class from the Board of Technical Examinations.

MBA in Business Administration from National Institute of Management passed on 27th Oct 2008, with 70.4% marks.

Employment Experience

HELPDESK Supervisor-SERCO MIDDLE EAST

1ST November 2012 till present

Promoted as Helpdesk Supervisor in November 2012.

Managing a team of 17 Helpdesk agents.

Managing multiple stake holders, regularly meeting the contract managers, ensuring transparency, getting feedback and communicating effectively, keeping them satisfied a major factor in long-term growth and sustainability.

Client relationship management, managing a strong customer relationship and rapport with the clients, meeting them regularly, analyzing and managing their expectations and ensuring customer retention.

Prepared the Helpdesk view point action plan, have worked tirelessly to ensure maximum recognition and development of the team, high view point scores for the last three years 88, 92 and 94 percent is a testimony.

Mobilized and set up Helpdesk services for ADIA, Zayed university Dubai Campus, Zayed sports city, AL Maryah tower and Galleria Mall.

Set up the helpdesk services at HMG hospital Riyadh, trained the agents on call handling processes at the site in Riyadh and is continuously in touch with the helpdesk team. Created a helpdesk team group where all issues are addressed as soon as possible.

Staff objective settings every year, set SMART objectives, for the growth and development of the team as well as the department, Midyear and end of the year reviews done and submitted to the HR.

Member of the Health and safety committee, prepared and implemented the Risk assessment for the Helpdesk team, bus safety champion and completely aligned to the health and safety standards of Serco keeping in mind ZERO HARM.

Prepared the enhanced services proposal after various client meetings for the Zayed university campus Abu Dhabi, working on increasing revenue to the helpdesk.

Ensure efficient and continuous Helpdesk Services are available to all client sites 24/7.

Monitored and controlled the helpdesk activities to ensure that the agents recorded the information 100% on the Concept Evolution System.

Assisted the site teams with Concept related issues, like password resets, Customizing the grid.

Ensure that all Response and Rectification KPIs/SLAs as set up in Concept are met by all contracts.

Support the Business Development team to integrate Helpdesk Services in the FM delivery methodology procedure structured forward planning and information request procedures for successful implementation of new Helpdesk contracts.

Facilitated the helpdesk dash board at different sites, with the assistance of the CAFM team, customizing the KPI reports as requested by each site.

Initiated staff motivational and recognition programs to ensure maximum staff participation.

Was part of the team that created, prepared and circulated the combined transport solution for the Zayed and New York university site based Serco staff.

Helpdesk compliance with the IMS and passing internal and external audits without any non-conformances.

Continuously review staff planning to facilitate periodic loads and shift requirements and language requirements.

Ensure that the monthly reports go out to the sites on time, whilst meeting various deadlines of different projects. Report calendar to be made and dates adhered to.

Staff objective settings and performance targets for the team and the Mid-year review as well as the performance appraisals of the team members.

Assisted the helpdesk manager in Recruiting of new agents as and when required.

Trained and inducted the new employees into the help desk team.

Identified Training requirements and set up internal and external trainings for the team members.

Ensure that the monthly reports go out to the sites on time, whilst meeting various deadlines of different projects. Report calendar to be made and dates adhered to.

Visiting Projects and meeting Project managers every Quarter, to understand site specific issues and agree to customer service strategy on the part of the Helpdesk to overcome the site challenges. Respond with clarifications to various project managers on operational queries related to the Helpdesk.

Point of Escalation for the Helpdesk team, further escalation to the Helpdesk Manager on case to case basis.

Completed the Yellow belt projects and Certified.

HELP DESK TEAM LEADER-JOHN BUCK INTERNATIONAL

FROM 15/10/2009 TILL 31st October 2012

Promoted to team leader in October 2009

Managing a team of 10 agents

Ensure that the telephones are picked within the set kpi’s, and that the agents follow

The procedures laid out for them.

Ensure that all the calls are logged in correctly on the concept 500 which is a CAFM

Software, also make sure that the agents inform the jobs to the technicians and follow up till the completion of the same.

To ensure that the SOP’S are adhered to.

Record the conversations of the agents and provide corrective measures were required.

Handle all the escalated calls to ensure that the customer is satisfied.

Issuing the customer service feedback forms to the clients, and updating the feedback on the data base with relevant explanations wherever necessary

Organize quiz competitions so that the agents are updated with the latest news about the product and the clients.

Organize training and development programs to ensure that all the agents are synchronized with the requirements of the company and the clients.

Be a part of the recruitment process, for the selection of new agents

Prepare all the necessary reports required by the manager on daily/weekly basis

the night shift allowance and the extra hours/days worked

By the agent and submit it to the manager for approval and then forward it to accounts.

Prepare the staff duty roster and to ensure that there is adequate staffing available wherever there is a shortage makes sure there is suitable replacement.

Be part of the appraisal for the agents and rate them according to their performance

HELP DESK OPERATOR: JOHN BUCK INTERNATIONAL

FROM 23/11/2008 TILL 15/10/2009

Receiving calls and logging down the task

Assigning the task to the relevant technicians, and following up

Regarding the status of the task.

Liaise with the clients and obtaining feedback and

Maintaining reports about the calls which are completed, and

The calls which are assigned

Preparing. Follow up reports and handing over the same to the next shift.

Escalating issues to the team leader

Following up on a regular basis with the technicians on the logged jobs to

Ensure that the KPIs are met.

Filing of all documents and daily reports systematically, to use it as a point of reference

Closing out all the PPMS (Planned preventive maintenance jobs on the system)

Handled calls from 9 projects effectively

Front Office Supervisor “Golden Tulip Al Jazira Hotel & Resort” Abu Dhabi, UAE

As of October 2006, till November 2008

Reporting to & relieving the Front Office Manager on his leave & absence to attend the daily morning briefing/ Weekly Departments Head meeting

Supervise and in charge of Front Desk reception, Reservations, Operator, Concierge and Drivers)

Ensure all duty shift procedures are being carried out and recorded on shift checklists.

Ensure staff supervised is punctual and correctly dressed and the reception desk is covered

Ensure all reception staff is being briefed before the start of their shift and knows special arrivals and room status for the day.

Monitor and correct performance of Receptionist to ensure guests receive fast efficient services

Coordinate and prepare special room reservations I.E. Groups, VIP etc.

Ensure a high level of liaison is maintained between Front Office and all Other Departments within the Hotel

Ensure a high level of guest service is consistently maintained and all guest queries or requests are handled in a polite, efficient manner

Ensure a high level of product knowledge of the hotel and the local area

Ensure maximization of room sales and revenue for the hotel by ensuring a sales attitude is always adopted, and an awareness of all sales opportunities within the hotel is maintained.

Adhere to company credit policies to ensure all revenue expected will be received.

Ensure the Front Office Manager is kept fully aware of any relevant feedback from our customers or other departments.

Ensure and maintain the security of information relating to customers and personnel in the hotel.

Ensure all guest complaints are dealt with professional manner, then followed up according to the department standards and registered in the logbook.

Maintain and update the guest history and marketing data base as laid down in the Front Office procedures.

Comply with all company policies relating to Front Office.

Comply with all systems and procedures as laid down by the Front Office Manager

Ensure that all tasks are performed as per the Standards of performance manual

Attend all Hotels’ Training as requested by the management

Ensure high standards of personal hygiene is maintained within the department

Ensure that the hotel’s grooming standards are maintained at all times

Ensure that house rules are followed by all staff

Be aware of all emergency procedures

Strictly adhere to the Company’s Policy on Confidentiality and Ethics.

Airport Supervisor “The Oberoi Hotel and Resort, Bangalore “

(Member of The Leading Hotel of The World.)

As of December 1992, till October 2006

Responsible for a team of 4 Airport Representatives. Supervised handling of high profile guest’s and delegations from point of arrival at the airport to check in and from check out to departure.

Handling all the formalities of private charters with regards to obtaining permission for aircraft landing, parking, refueling and take off.

Handling all the formalities of private charters with regards to obtaining permission for aircraft landing, parking, refueling and take off.

Regularly obtained and renewed Airport passes for self and team which gives access to restricted and paid areas.

Obtained permission for VIP guests car parking and pick up from Tarmac.

Completed formalities of customs and immigration clearances of the guests.

Responsible for procuring lost baggage from airlines and customs

Maintains a healthy relationship with all the airlines operating and established a favoring channel to clear waitlist tickets, waver of excess baggage, pre check in, seat priority and group check ins.

Coordinated with Reservations and Car rental agency (AVIS) for airport pick ups and drops keeping flight details and timings in mind

Trained Chauffeurs on soft skills, Grooming standards and The Oberoi service standards to maintain high level of service

Handled billing and payments of car rentals and maintained costs within the management sanctioned budget.

Generated sales lead by identifying potential guests which in turn increase hotel revenue and occupancies.

Responsible for induction, training and efficient functioning of team

Monitor team operations by maintaining Duty Rosters, Shift Rosters, Manpower availability.

Represented Department and team for Quarterly Review.

Generated sales lead by identifying potential guests which in turn increase hotel revenue and occupancies.

Key Skills

Ability to relate to people at all levels

Managerial & Leadership skills

Excellent presentation skills

Adherence to policies & procedures

Promotional & Marketing skills

Outstanding personality

Warmth of character & pleasing manner

Training skills

Highly committed to the concept of the customer care

Good conversation skills

Up selling skills

Work scheduling skills

Personal Details

Date of Birth: 14.02.1971

Nationality: Indian

Languages (Read /writing proficiency): English, Hindi, Kannada, Urdu.

Visa Status: Employment Visa

Hold UAE driving License

References

Available upon request.

Contact this candidate