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
ECU ML Campus And TAFE Thronlie
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
ECU ML, TAFE & Hawaiian Shopping Centers
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
WA Education Sites ( TAFE, UWA & ECU)
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
Perth WA - Telstra, BOC, HSBC Banks, Silver Chain
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
South Metropolitan TAFE Thornlie, WA
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
Curtin University Perth WA
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