Suman Lamichhane
Wilson
Summary
Customer Manager offering 4,5 years track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environment with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback. Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty.
Overview
12
12
years of professional experience
Work History
Client Service Manager
ISS Facility Services
06.2022 - Current
- Enhanced client satisfaction by implementing effective communication strategies and addressing concerns promptly.
- Streamlined internal processes for improved efficiency in handling client requests and managing daily operations.
- Implemented training programs for new team members, ensuring seamless integration into the organization and rapid onboarding.
- Conducted regular reviews with clients to assess their satisfaction levels, gather feedback, and address any areas of concern.
- Established open lines of communication among team members through regular meetings that fostered collaboration towards shared goals.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Improved overall cleanliness by implementing efficient cleaning schedules and procedures.
- Implemented eco-friendly practices, reducing waste and promoting sustainability in all cleaning operations.
- Increased employee performance through effective supervision and training.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Adhered to safety protocols by enforcing proper equipment usage.
- Ensuring all contractor are compliant in terms of staff pays, insurances & PPE
Cleaning Crew Manager
ISS Facility Services
03.2021 - 06.2022
- Improved overall cleanliness by implementing efficient cleaning schedules and procedures.
- Reduced staff turnover by providing comprehensive training and fostering a supportive work environment.
- Enhanced client satisfaction with thorough quality control checks and prompt resolution of issues.
- Streamlined inventory management, ensuring adequate supplies for all cleaning tasks at hand.
- Led a team of cleaners to consistently complete projects on time and within budget constraints.
- Collaborated with other managers to develop effective strategies for large-scale cleaning projects.
- Established safety protocols for the use of chemicals and equipment, reducing workplace accidents.
- Organized regular team meetings to discuss progress, address concerns, and celebrate successes as a unified group.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Carrying out the periodical work on time.
Assistant Project Manager
ISS Facility Services
09.2018 - 10.2020
- Manage the site cleaning team; monitor their performance; and identify areas for training and development, during redevelopment phase
- Ensure compliance with company policies and guidelines
- Motivate and inspire the staff to raise their morale and maintain excellent service
- Liaising with CSM's & State operational manager for any new ideas and innovations to implement on sites
- Strictly enforce health and safety measures in all of the tasks assigned
- Carry out KPI inspections with clients to ensure high quality of work on site.
Area Cleaning Supervisor
ISS Facility Services
06.2016 - 09.2018
- Provided assist to the manager to ensure the smooth running and effective delivery of the cleaning service
- Ensured that cleaning staff carried out their duties to the required standards
- Monitored and completed accurate records of attendance and absences
- Collaborate with the Manager in fairly distributing duties amongst the staff
- Promoted Health and Safety within the team
- Produced reports and ensured that the KPI are consistently met
- Conduction electrical test and tagging on each site.
- Conducted regular performance reviews to provide feedback and identify areas for improvement, enhancing overall team productivity.
- Maintained open lines of communication between management and staff, facilitating teamwork and collaboration towards shared goals.
- Ensured compliance with industry regulations by staying up-to-date on changes in laws or guidelines relevant to area supervision responsibilities.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
Site Supervisor
ISS Facility Services
01.2016 - 06.2016
- Organised stock and equipment, ordered cleaning supplies and paper stock
- Planned and worked with budgets and achieved targets
- Recruited new staff, trained and developed existing staff
- Motivated and encouraged employees to achieve targets
- Prepared and coordinated staff rosters
- Ensured standards of hygiene are maintained and that the site complies with the health and safety regulations and requirements
- Ensured that high standards of customer service were maintained
- Implemented company policies and procedures
- Handled customer complaints and queries
- Prepared reports and other performance analysis documentations
- Attended regular meetings with area managers, Operations manager
Site Supervisor and Auditor
Menzies International
03.2015 - 01.2016
- Helping to organised stock and equipment, ordered cleaning supplies and paper stock
- Planned and worked with budgets and achieved targets
- Helping to recruited new staff trained and developed existing staff
- Motivated and encouraged employees to achieve targets
- Prepared staff rosters and implement
- Ensured standards of hygiene are well maintain and that the site complies with the health and safety regulations and requirements
- Implemented company policies and procedures
- Handled customer complaints and queries
- Carry out the building cleaning inspection on daily basis
- Carry out all the periodical work on timely basis.
Student Service Specialist
Government of Nepal
01.2012 - 01.2015
- Serve the educational needs of the students by providing the latest knowledge and skills associated with the area being taught
- Prepare teaching plan, demonstration plans and teaching materials for all classes
- Maintain an active advisory committee that officially meets at least once annually to discuss the direction of the program
- Prepare and track the budget for the program each year
- Complete and file required reports with the department of Education.
Education
Master of Science - Biosecurity
Murdoch University
Perth, WA10.2020
Bachelor of Science - Agriculture Economics
Himalayan Collage of Agriculture Sciences And Technology
Kathmandu01.2012
Secondary Education Certificate (Year 12) -
Kathmandu Don Bosco College
01.2007
Skills
- Keen sense of professionalism, proactive nature and genuine commitment to safety and efficient working practices, ensures the completion of all assigned responsibilities in a timely, safe and quality assured manner
- Versatility to adapt and acclimatise to different environments, which enables the effective performance of new tasks with minimum direction and supervision
- Developed ability to build successful relationships through liaison, establishing trust, and giving accurate and timely service in a competent and courteous manner
- Critical in conveying instructions and articulating information clearly, effectively and persuasively
- Strong ability to inspire, influence, motivate; assess situations, make decisions; take risks and determine goals; and achieve results through teamwork
- Achieves results - ability to build organisational capability and responsiveness, ensure closure, and deliver on intended results on time
- Strong computer skills with proficiency in Microsoft Office suite
- Multilingual - fluent in English, Nepali and Hindi
- Comprehensive knowledge of OH&S standards and other regulatory requirements
References
- Philip Chen, Regional General Manager (ISS Facility Services), 0438295439, Philip.chen@au.issworld.com
Timeline
Client Service Manager
ISS Facility Services
06.2022 - Current
Cleaning Crew Manager
ISS Facility Services
03.2021 - 06.2022
Assistant Project Manager
ISS Facility Services
09.2018 - 10.2020
Area Cleaning Supervisor
ISS Facility Services
06.2016 - 09.2018
Site Supervisor
ISS Facility Services
01.2016 - 06.2016
Site Supervisor and Auditor
Menzies International
03.2015 - 01.2016
Student Service Specialist
Government of Nepal
01.2012 - 01.2015
Master of Science - Biosecurity
Murdoch University
Bachelor of Science - Agriculture Economics
Himalayan Collage of Agriculture Sciences And Technology
Secondary Education Certificate (Year 12) -
Kathmandu Don Bosco College
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