Riomel A. Mabanta
Brisbane,QLD
Summary
Experienced Professional with a Strong Background in Customer Support and Facility Management
Results-driven professional with a solid track record of success in customer support and facility management spanning over 13 years. Adept at providing exemplary customer service and efficiently managing administrative tasks, inspections, and technical issue resolution within the facility management sector. Proven ability to bridge the gap between clients' needs and technical teams, ensuring seamless communication and prompt issue resolution.
Key Skills and Expertise:
- Customer Support: Leveraged 5 years of experience as a customer support representative to cultivate strong interpersonal and communication skills, resulting in consistently high levels of customer satisfaction.
- Facility Management: Accumulated 8 years of expertise in overseeing various aspects of facility management, including administrative tasks, inspections, and coordination with technical teams for issue resolution.
- Problem Solving: Proficient in identifying issues, determining root causes, and implementing effective solutions, thereby minimizing disruptions and enhancing operational efficiency.
- Client Relationship Management: Demonstrated a keen ability to build and nurture strong client relationships through effective communication, responsiveness, and tailored service delivery.
- Technical Coordination: Facilitated seamless communication between clients and technical teams, translating client concerns into actionable tasks and ensuring timely resolution of technical issues.
- Process Improvement: Proactively identified opportunities to enhance workflows, streamline processes, and optimize service delivery, resulting in increased productivity and client satisfaction.
- Team Collaboration: Collaborated closely with cross-functional teams to align efforts, share insights, and contribute to a harmonious working environment focused on achieving common goals.
Overview
15
15
years of professional experience
Work History
Quality Control
Unicorn Speciality Foods
06.2023 - Current
- Analyze possible reasons for product defects and quality lapses
- Establish SOPs and conditions for handling, storage, and preservation of samples
- Implement plans and strategies to support the provision of safe food products
- Inspect facilities, equipment, products, or production lines to ensure food is prepared according to safety regulations and situational health sections
- Lead quality and food safety-related audits
- Lead traceability investigations on the source of quality lapses and other product issues
- Participate in quality management system reviews and promote quality and food safety policies to all personnel
- Review reports and develop guidelines and standard data documentation and analysis practices
- Verify alignment of sampling documentation, testing activities, and procedures with established protocols to identify issues
- Verify quality control (QC) records, test results, and reports for regulatory authorities.
Online Customer Support
Beambox LLC
10.2022 - 06.2023
- Provides online and phone support to customers with regard to Product Information, Installation, and other technical concerns in relation to their product.
- Assist customers by providing them with demos through Zoom or Google meets in walking them through the product's different features and the interface of their Beambox accounts
- Coordinates with the Dev or Tech team in monitoring or reporting bugs or technical issues escalated by clients and providing them with Realtime updates.
Facilities Management Facilitator
United Development Company
02.2020 - 09.2022
- Department: Operations
- Daily inspection of facilities and monitoring/ verification of service providers' inspection reports on the ground
- Assists the Facilities Management team in their daily operational activities and in the snagging and maintenance of The Pearl Qatar, to work towards achieving smooth operations in all areas served - retail, residential, and master community
- Direct interaction with internal staff members and external contractors, tenants, subcontractors, and departments for various repairs and maintenance, road closure, and other urgent/emergency issues handled by both Community Management and Property Management
- Handles all customer/tenant enquires and complaints in an expeditious & proactive manner
- Work according to a roster that will meet the need as required from time to time to accommodate opening events, transport of goods, etc
- Supervision of contractors in the execution of all technical defects in the field
- Ensuring contractors' compliance with TPQ HSE requirements, work permits, and access passes
- Cleaning, Security, and Maintenance of the Retail precinct and checking the installation of hoarding and vinyl with a view to ensuring the doors are correctly locked and the vinyl is not loose; landscaping, plants, and planters, on both external and internal arcade areas are cleaned and well maintained
- Investigation of water leaks in residential buildings and retail areas
- Acts as a Focal point between Procurement Department, Insurance Department & Facilities Maintenance Department in closing out Insurance Claims related accidents in The Pearl Qatar.
Property Services Coordinator, Site Administrator
SNC Lavalin Profac Gulf Management LLC
03.2014 - 02.2020
- Manages a Team of 16-20 Concierge Staff who communicates site issues in their locations and coordinate site issues to the Maintenance Team
- Coordinates with Senior Facility Manager/Team Leader of ongoing site repairs and makes necessary follow-ups for completion
- Coordinates with Contractors & Suppliers for additional site requirements as requested by the client or Major repairs for Equipment that needs repairs/replacements (VFD, CHW Motors, Generators, FACP, Fire Fighting Equipment, Pumps, Window Cleaning, and Major Civil Works)
- Coordinates with Security, Cleaning & Landscape supervisor for site requirements and standards
- Interacts with sub-contractors for Monthly, Quarterly & Semi-Annual Preventive Maintenance Schedules
- Updates Client on Property Improvements and Ongoing tasks being performed by the Maintenance Team & Complaints/Issues received from the Concierge Staff
- Interview & Trains Concierge Staff to be assigned to the site
- Serves as the Point of Contact for any site-related issues and updates the Facility Manager/Client as needed
- Job Description:, Prepares all Monthly Reports which contain a summary of the Monthly Operational tasks, Ongoing Issues, Complaints, Cleaning Activities & Preventive Maintenance tasks completed
- Prepares proposals for Operational requirements not limited to Repairs, Materials purchases, Enhancements & Client requests
- Manages the Petty cash and reimbursements
- Sends requests to Suppliers for site requirements and purchases
- Communicates with Team Leaders to Create the Monthly Schedule
- Handles the Timesheets for Site Employees which are being sent to HR for the Monthly Salaries
- Creates inspection Reports/Operational Trackers/Monthly Meter Readings/Minutes of the Meeting as required by the Client.
Customer Service Representative & Team Leader
Aegis People Support
12.2008 - 12.2013
- Responsible for coaching and managing a team of call centre agents in meeting their daily, weekly, and monthly targets
- Coaching team members in reaching their KPIs and providing recommendations for increments or promotions
- Supporting team operations and coordinating with clients and management as needed.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Bachelor of Science - Business Administration, Operations Management
University of Baguio
Baguio City, Philippines04.2015
Skills
- ENGLISH –Intermediate
- FILIPINO – Native Speaker
- Customer Satisfaction
- Issue and Resolution Tracking
- Service Desk Team Management
- Customer Support
- Online Communication
- Microsoft Windows and Office
- File Management Software
- Customer Needs Assessments
- Organizational Skills
Character Reference
Tony Gemayel
Senior Operations Manager – SNC Lavalin Profac Gulf Management LLC-Doha, Qatar
+974 6657 0682
Tony.Gemayel@snclavalinom.com
Joseph Karthanamveettil
Senior Maintenance Supervisor-United Development Company, Doha, Qatar
+974 3123 3885
Joseph.Karthanam@udcqatar.com
Cedric Mamaril
Senior Operations Manager – Teleperformance – Baguio City, Philippines
+63 917 564 9356
Cedric.Mamaril@gmail.com
Timeline
Quality Control
Unicorn Speciality Foods
06.2023 - Current
Online Customer Support
Beambox LLC
10.2022 - 06.2023
Facilities Management Facilitator
United Development Company
02.2020 - 09.2022
Property Services Coordinator, Site Administrator
SNC Lavalin Profac Gulf Management LLC
03.2014 - 02.2020
Customer Service Representative & Team Leader
Aegis People Support
12.2008 - 12.2013
Bachelor of Science - Business Administration, Operations Management
University of Baguio
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