Harmandeep Pandher
Melbourne,Australia
Summary
Dynamic leader with a proven track record at SERCO FACILITIES MANAGEMENT, enhancing client satisfaction and retention through innovative service solutions and effective team management. Expert in Excel and possesses exceptional communication skills, significantly improving operational efficiency. Skilled in client experience management and cross-functional teamwork, consistently achieving strategic goals. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
14
14
years of professional experience
Work History
Client Service Manager
OCS Services
Melbourne, Australia
12.2023 - Current
- I am an experienced and qualified Operations Manager in the facilities services and security industry, with over three years of supervising various departments and optimizing company resources
- My core competencies include efficiency and productivity, safety standards, contract management, customer satisfaction, process improvement, and problem solving
- I am overseeing the operations of a large and diverse portfolio of clients, ranging from government to residential sectors
- I developed and implemented strategies to enhance service quality, streamline processes, and solve problems
- I also enforced WHS and FM standards and delivered contract requirements on time and within budget
- In addition to my operational skills, I have a strong academic background and a passion for learning
- My goal is to leverage my skills and knowledge to deliver quality services and make a positive impact in the facilities services and security industry
Operations Manager
GSS GROUP
Melbourne, Australia
01.2022 - 12.2023
- Manage operations staff and keep employees compliant with company policies and procedures
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services
- Developed systems and procedures to improve operational quality and team efficiency
- Led hiring, onboarding and training of new hires to fulfill business requirements
- Manage Security Concert with 2000 Guards and Cleaning operations Teams regional and Metro in VIC
Senior Client Service Manager
SERCO FACILITIES MANAGEMENT
Melbourne, Australia
12.2017 - 01.2022
- Oversaw personnel to maintain adequate staffing and minimize overtime
- Led and directed team members on effective methods, operations and procedures
- Identified operational process inefficiencies to recommend necessary improvements
- Managed existing and developed new client relationships, identifying risk and growth opportunities
- Liaised with the leadership team to support strategic opportunities and align cross functional resources with delivery
- Trained, led and developed client services team and instilled knowledge and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability
- Cultivated culture of continuous improvement and innovation to improve efficiency and drive results
- Developed customizable reporting tools and dashboards to generate client, revenue and internal intelligence reports
- Navigated cross-functional collaboration to deliver sales forecasts and align delivery with objectives and client expectations
- Implemented and monitored Type processes to support contractual obligations resulting in increased revenue and client retention
- Monitored, measured and drove client services growth and profit objectives by coaching, motivating and disciplining staff
- Achieved strategic and project-based goals to facilitate sales, marketing and product improvements
- Assumed full ownership of resources, budgeting and profit and loss management to support business profitability
- Designed metrics to support customer and market-driven culture and address company priorities
- Fostered productive work environment and optimized morale by recognizing and rewarding actions that best served clients and objectives
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution
- Build client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Interacted with clients on a regular basis to quickly alleviate issues and provide project updates
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities
- Maintained client files with sales contracts, records of client interactions, client notes, and other information
- Performed duties and provided service in accordance with established operating procedures and company Policies
- Mentored departmental team, boosting efficiency, success and morale among employees
- Scheduled and attended meetings with clients and prospective clients as requested
- Developed new employees and on-going performance assessment of current employees
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment
- Collaborated with the finance department on invoicing accuracy for applicable products, services, software and logistics
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Assisted in organizing and overseeing assignments to drive operational excellence
- Recruited, interviewed and hired employees and implemented a mentoring program to promote positive feedback and engagement
- Improved staffing during busy periods by creating employee schedules
Client Service Manager
FACILITIES FIRST AUSTRALIA
05.2016 - 01.2017
- Instructed staff on how to handle difficult and complicated sales
- Inventoried stock and reordered when inventory dropped to specified level
- Assigned employees to specific duties
- Examined merchandise to ensure that it was correctly priced and displayed and that it functions as advertised
- Enforced safety, health and security rules
- Planned and prepared work schedules and kept records of employees' work schedules and timecards
- Performed work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise
- Established and implemented policies, goals, objectives and procedures for the department
- Formulated pricing policies for merchandise, accorded to profitability requirements
- Created customer support strategies to increase customer retention
- Took ownership of customer issues and followed problems through to resolution
- Followed through with client requests to resolve problems
- Created and reviewed invoices to confirm accuracy
- Controlled resources and utilized assets to achieve qualitative and quantitative targets
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Defined clear targets and objectives and communicated to other team members
- Managed senior-level personnel working in marketing and sales capacities
Cabin Crew Officer & Health & Safety
STAR AVIATION
09.2014 - 01.2017
- Troubleshooted minor problems and reported larger technical issues
- Always provided efficient and courteous service to customers
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Cleaned and serviced aircraft cabin, galleys and lavatories
- Checked personnel for proper uniforms and safety equipment
- Followed company regulations and rules to promote a safe environment for travellers and employees
- Oversaw maintenance of all required equipment and send it out for required services
- Reviewed, handled, assembled and removed passenger cabin furnishings to check cleaning quality
- Cross-trained shift staff in various tasks by rotating assignments on a frequent basis
- Checked whether personnel completed required duties and responsibilities during respective shifts
- Attended workshops and training in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to take-off
- Completed pre-flight safety checks to reinforce passenger safety
- Delivered food and beverage service, reading material and other in-flight services
- Offered personalized assistance to children, elderly and passengers with special needs
- Welcomed passengers aboard and provided an overview of safety procedures
Senior Supervisor and Payroll / Part Time Role
ISS FACILITY SERVICES
10.2011 - 01.2015
- Assisted managers with employee recruitment and interviews
- Taught company procedures to new employees and increased progress by identifying areas of weakness
- Received product deliveries and moved materials to designated workplace locations
- Inspected the work environment for health and safety hazards and reported findings to the manager
- Resolved payroll discrepancies quickly and successfully
- Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution
- Reviewed time records for Number employees to verify accuracy of information
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
- Maintained strict confidentiality of all payroll information and records
Chef de Partie (Sous Chef)
CROWN MELBOURNE
02.2011 - 05.2014
- Looking after the budget and resolving staff issues within the department then got promotion as HR advisor and managing control room
- Worked with more knowledgeable professionals to grow understanding of principles and construction standards
- Conducted daily site inspections to identify potential safety hazards
- Followed industry regulations and local building codes
Education
BACHELOR OF LAW - Migration and Criminal Law
01.2023
Advance Diploma - Business Management and Commercial Cookery
University Canberra
Certificate 3 - Security
Skills
- Honest
- Punctual
- Hard worker
- Expert in Excel
- Active listening
- Google Workspace
- Multitasking
- Problem Solving
- Equipment operation
- Cultural awareness
- Project planning
- Microsoft Office
- Written and verbal communication
- Microsoft Word
- Verbal Communication
- Team building
- Interpersonal communication
- Analytical thinking
- Friendly
- Positive Attitude
- Report generation
- Effective negotiation
- Client issue resolution
- Financial acumen
- Cross-functional teamwork
- Client experience management
- Resource referrals
- Attention to Detail
- Networking
- Task prioritization
- Account management
- Strong leadership
- Exceptional communication
- Schedule management
- Training and mentoring
- Training programs
Awards
Received Pulse & Global Pulse award for Pride and Care for working from Serco Facilities Management as Senior Client service manager.
References
Upon request
Timeline
Client Service Manager
OCS Services
12.2023 - Current
Operations Manager
GSS GROUP
01.2022 - 12.2023
Senior Client Service Manager
SERCO FACILITIES MANAGEMENT
12.2017 - 01.2022
Client Service Manager
FACILITIES FIRST AUSTRALIA
05.2016 - 01.2017
Cabin Crew Officer & Health & Safety
STAR AVIATION
09.2014 - 01.2017
Senior Supervisor and Payroll / Part Time Role
ISS FACILITY SERVICES
10.2011 - 01.2015
Chef de Partie (Sous Chef)
CROWN MELBOURNE
02.2011 - 05.2014
BACHELOR OF LAW - Migration and Criminal Law
Advance Diploma - Business Management and Commercial Cookery
University Canberra
Certificate 3 - Security
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