Pune/Pimpri-Chinchwad Area
I am an accomplished Sr. Ops Manager with a proven track record in the facility & Hospitality industry. Throughout my career, I have honed my skills in facility & operation management, housekeeping management, training & development, documents management, costing & budgeting, health safety & environment compliances, computer literacy, communication, asset management, and event management. With a Bachelor of Hotel Management focused in Hospitality Administration/Management, I bring a strong foundation of knowledge and expertise to any role I take on.
With a strong background as a Training and Quality Manager in one of India’s largest tech-enabled online service providers, I bring hands-on experience in developing and driving high-performance teams across multiple cities. My core responsibilities include: Screening and selecting potential talent through structured assessment techniques. Designing and delivering comprehensive, interactive training modules tailored for various functions—ranging from direct customer interaction to complaint resolution. Building clear, practical Standard Operating Procedures (SOPs) that are easy to follow and execute. Leading efforts in reducing repeated complaints, improving service quality, and ensuring timely resolution of customer issues. Consistently monitoring and improving staff performance using customized performance trackers and coaching. Developing and managing KPI dashboards to evaluate operational efficiency and training impact. Collecting, analyzing, and acting on customer feedback to continuously enhance service delivery. Managing end-to-end soft services operations across five major cities, ensuring standardization, quality, and compliance across locations.
"A core function of my role involved delivering timely and comprehensive cleaning management across all airport zones. This included the strict scheduling and execution of cleaning at every departure gate before each departure, ensuring operational readiness. I also managed the thorough cleaning of baggage handling and arrival areas, maintaining high standards throughout these high-traffic locations. My responsibilities encompassed effective management of cleaning teams and processes across both airside and landside, ensuring consistent cleanliness and a positive passenger flow."