Amit Kumar
2409/18 Hanlan Street, Surfers Paradise,Australia
Summary
With over 15 years of experience in client services and facility management, I am a dependable and self-motivated Facilities Manager. Currently overseeing operations at one of the busiest precincts on Hope Island, Gold Coast, I am dedicated to maintaining impeccable standards of service, safety, and compliance. My skill set includes strategic planning, maintenance coordination, vendor management, budgeting, and team leadership, all aimed at ensuring efficient and effective facility operations. Throughout my career, I have been recognized for my problem-solving abilities, organizational skills, and commitment to client satisfaction.
Overview
18
18
years of professional experience
Work History
Facilities Manager
Cambridge Management Services
Hope Island, Gold Coast, QLD
05.2022 - Current
- Managed daily operations of one of Hope Island's busiest precincts, overseeing maintenance, repair, and upgrades to ensure optimal functionality and safety.
- Coordinated with vendors and service providers to maintain high standards of service and compliance with safety regulations, resulting in a 20% increase in service efficiency.
- Developed and implemented preventive maintenance schedules, reducing equipment downtime by 30%.
- Achieved a 15% reduction in operational expenses through efficient resource allocation and vendor negotiations.
- Led a team of maintenance staff, providing training and performance evaluations to foster a productive work environment, resulting in a 25% improvement in team performance metrics.
- Responded promptly to facility-related emergencies, minimizing operational disruptions and ensuring quick issue resolution.
- Conducted regular inspections and audits to ensure compliance with local, state, and federal regulations and standards.
- Implemented a new facility management software system, streamlining maintenance requests and tracking, improving response times by 40%.
- Successfully managed multiple projects, including a major HVAC system upgrade and a comprehensive safety audit, both completed on time and within budget.
- Enhanced tenant satisfaction through proactive communication and regular feedback sessions, achieving a 95% tenant satisfaction rate.
- Conducted regular inspections of physical assets, identifying areas for repair or replacement before issues escalated into costly problems.
- Responded to building emergencies and managed repairs.
- Collaborated with stakeholders to develop capital improvement plans that aligned with organizational goals and budgets.
- Negotiated contracts with vendors to obtain favorable and cost-effective terms and conditions.
Portfolio Manager
THE ENIGMA CORPORATION
Southport, Gold Coast, QLD
08.2020 - 04.2022
- Assist clients with purchasing investment properties with little or no deposit by utilising their superannuation
- Consult with clients to understand their needs and requirements, subsequently matching these with the appropriate house and land packages according to their specific circumstances
- Interview prospective lenders to analyse their income and credit, as well as their borrowing capacity, determine their financing objectives, and advise them on pricing policies and loan terms to minimise risks
- Create bespoke loan structures for clients, while preparing all necessary paperwork for sales, leveraging extensive knowledge of State and Local legislation and regulations with regard to real estate sales, trading and taxation
- Manage the end-to-end sales cycle, from identifying and qualifying leads, to closing new sales opportunities
- Serve as the primary liaison between clients and other relevant parties throughout the entire loan cycle, from loan application through approval
- Ensure the delivery of exceptional customer service, while providing after-sales support and maintaining long-term client relationships to generate referrals.
- Strengthened client relationships, conducting regular meetings to review portfolio performance and address concerns.
- Facilitated portfolio performance review and implemented new strategies.
- Streamlined reporting procedures for greater efficiency in communicating portfolio updates to clients.
- Managed diverse portfolios, ensuring proper diversification and alignment with client objectives.
- Communicated market developments, portfolio changes and annual performance information to clients.
- Recommended investment strategies to meet client financial objectives.
- Enhanced portfolio performance by implementing effective investment strategies and risk management techniques.
- Continuously refined investment processes, incorporating the latest industry best practices for optimal results.
Client Liaison Officer
THE ENIGMA CORPORATION
02.2020 - 07.2020
- Liaised between clients and internal teams across all phases of the sales process, from contact commencement to sales finalisation and purchase completion, using various mediums, such as phone, email and teleconferencing
- Investigated and resolved customer concerns of moderate complexity within the scope of delegated authority, while immediately escalating complex complaints to management
- Maintained an up-to-date client database to effectively track leads in the pipeline, while also preparing weekly reports summarising the progress of each sales opportunity, submitting these to the CEO
- Handled all administrative aspects of sales transactions, including confirming that all documentation had the appropriate signatures and inputting client information into the prescribed system
- Engaged with cross-functional teams of Finance, Marketing, House and Land, Financial Planning and SMSF through daily interactions and weekly meetings in order to deliver a seamless experience to clients
- Delivered administrative support to the CEO and Managing Partners, including managing their diaries, scheduling online meetings with potential clients, and ensuring all emails were promptly and properly addressed.
Client Services Officer
25 MARTIN PLACE (formerly MLC CENTRE)
01.2018 - 02.2020
- Provided overall high-quality customer service for tenants and occupants by coordinating the delivery of facility-related services and ensuring concerns were addressed by other team members in a timely and satisfactory manner
- Offered comprehensive advice and support to clients through phone and at the receptionist desk, identified any gaps in service provision, carried out initial assessments of tenant needs, and recommended plans to achieve positive outcomes
- Established and maintained professional relationships with occupants, visitors, internal teams and other stakeholders
- Proactively reported any identified health, safety and environmental risks or hazards, as well as maintenance issues, to the management team
- Enforced building security protocols by controlling access, issuing visitor badges and monitoring logbooks
- Ensured accuracy and attention to detail when booking travel and accommodations, concert and theatre tickets, restaurant reservations, yoga and Pilates classes and dry-cleaning access for clients
- Performed a variety of administrative tasks to include filing and maintaining a record-keeping system, monitoring supplies inventory, ordering stationeries and consumables, scheduling meetings and updating calendars.
Assistant Building Manager
SKYE BY CROWN
06.2016 - 01.2018
- Acted as an advocate of the priorities of guests and residents, managing dissatisfactions by seeking to resolve these at the first point of contact, preparing complaint reports, and identifying lessons learnt and required service improvements
- Maintained properties to a high level of standard through active and responsive coordination with Maintenance Teams and trades to complete resident and internal service requests
- Visually inspected the exterior and interior of properties as per established schedules, taking note of maintenance needs and communicating these to management
- Tracked progress and completion of high priority and emergency work orders and service requests by contacting residents to ensure their needs had been successfully addressed
- Kept abreast of the residential property market and appraisal methods, while developing knowledge of building systems to help with the correspondence of contacting third-party maintenance services
- Assisted residents with move-in and move-out procedures, including the scheduling of elevator time to prevent unnecessary inconvenience to other guests and residents
- Maximised resident satisfaction by delivering prompt booking services, including the efficient scheduling of special events, tours, restaurant accommodations and transportation services.
Front Office Supervisor
MUGHAL’S HOTEL AND RESTAURANT
08.2007 - 04.2016
- Assured efficient, friendly and professional guest registration, check-in and check-out service working in conjunction with a team of up to 25 staff
- Assessed current day’s expected arrivals, and reviewed all VIP and special request reservations to guarantee they were blocked properly and other teams were notified of room assignments
- Maintained thorough knowledge of hotel policies, services, facilities, room rates and neighbouring establishments to provide complete information to guests
- Offered suggestions to enhance guest services policies, procedures and regulations based on customer feedback to influence repeat visits and build loyalty
- Responded to and documented all emergency situations, such as accidents and urgent maintenance needs, ensuring that disturbances caused minimal inconvenience to hotel guests
- Performed HR functions to include developing cost-effective rosters and work schedules to ensure sufficient coverage.
Guest Service Agent
PARK HYATT
10.2006 - 03.2007
- Maintained impeccable presentation, flawless personal grooming and the highest standards of personal hygiene
- Ensured seamless check-in procedures for arriving guests by confirming their identification, retrieving reservations, allocating rooms and obtaining signatures on check-in documentation
- Maximised revenue by promoting hotel rooms to turn prospects into guests and up-selling suites to existing bookings
- Utilised service recovery techniques to turn around unsatisfactory customer experiences, as well as discretion and sound judgement to know when to seek the assistance of the supervisor in more complex situations
- Collaborated with the Housekeeping and Maintenance Departments to immediately respond to facilities and equipment issues reported by guests.
Skills
- Client Service and Retention
- Professional Phone and Email Etiquette
- Enquiry Management
- Sales Pipeline Development
- Client Needs Assessment
- Consultative Selling Techniques
- Negotiation, Persuasion and Closing
- Risk Assessment and Due Diligence
- Building Maintenance
- Team direction
- Planning and scheduling
- Technical knowledge
- Budgeting and financial management
Education Formal Training
- Bachelor of International Hospitality Administration, QUEEN MARGARET UNIVERSITY, Edinburgh, UK, 2005 – 2008
- Diploma in Management, INTERNATIONAL INSTITUTE OF HOSPITALITY MANAGEMENT, Kolkata, India, 2008
Certifications Licences
- Driver’s Licence (Car)
- First Aid / CPR
- Positive Notice Blue Card (Working with Children Check)
Key Skills Attributes
- Excellent client servicing skills, demonstrating professionalism throughout daily interactions with clients across various channels, including telephone, email and in-person; able to interpret policies and regulations for clients, perform assessments, and maintain accurate records of confidential client details using the prescribed databases and CRM tools.
- Advanced interpersonal, client consultation and communication skills in both verbal and written formats; capable of educating clients on SMSF and other financial solutions, as well as recommending the best options that match their short- and long-term financial needs.
- Relevant experience in all sales cycle phases, from identifying quality sales leads and assessing prospects’ borrowing capacity to mitigate risks, to onboarding and referring clients to other lines of business to help them reach their goals; able to actively contribute to revenue through upselling and cross-selling strategies.
- Demonstrable ability to problem-solve in a creative manner within the company’s established procedures; well-versed in anticipating issues, as well as analysing, investigating and resolving concerns to drive client satisfaction and loyalty; highly resilient, able to draw on strengths to overcome challenges and work through setbacks.
- Strong organisational and prioritisation abilities with the capacity to sustain productivity by efficiently structuring client appointments, administrative and sales tasks for maximum efficiency; can leverage time management skills to function effectively under pressure, adapt to changing demands, and manage changes and ambiguity in a calm and willing attitude.
- In-depth awareness of the SMSF and real estate sectors, current market trends, lending policies and risk programs.
- Computer skills: MS Office Suite (Word, Excel, Outlook, PowerPoint, Project), the MLC Portal, BuildingLink, MYBOS, Opera (Property Management)
- Language skills: English, Hindi, Bengali
References
- Robert Thirlwall, Senior Strategic Consultant, The Enigma Corporation, 0409 220 495, rob.thirlwall@gmail.com
- Eliyyah Paul, Facilities Manager, MLC, 0434 520 979, eliyyah8703@gmail.com
- Ashkan Soleiman, Committee Member, Skye by Crown, 0447 710 060, shkn_s@yahoo.com
Timeline
Facilities Manager
Cambridge Management Services
05.2022 - Current
Portfolio Manager
THE ENIGMA CORPORATION
08.2020 - 04.2022
Client Liaison Officer
THE ENIGMA CORPORATION
02.2020 - 07.2020
Client Services Officer
25 MARTIN PLACE (formerly MLC CENTRE)
01.2018 - 02.2020
Assistant Building Manager
SKYE BY CROWN
06.2016 - 01.2018
Front Office Supervisor
MUGHAL’S HOTEL AND RESTAURANT
08.2007 - 04.2016
Guest Service Agent
PARK HYATT
10.2006 - 03.2007