Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Travelling
Timeline
Manager
AMIT SAMUEL PARMAR

AMIT SAMUEL PARMAR

Manager
Kirkee Pune

Summary

Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

23
23
years of professional experience
6
6
years of post-secondary education
1
1
Certification
1
1
Language

Work History

Assistant Manager-Ground Operations

Trinity Business Solutions (Pune Airport)
Pune
02.2021 - Current
  • Mentored team members to enhance professional development and accountability in workplace.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Reviewed sales and gross profit report to assess company efficiency.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Monitored security to protect employees, customers and property.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Defined clear targets and objectives and communicated to other team members.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Identified and communicated customer needs to supply chain capacity and quality teams.

Guest Services and Admissions Manager

Trimoo Parks FEC
Doha
03.2018 - 02.2020
  • Cashiering and Cash Control Management
  • Supervising and monitoring efficient implementation of cash handling operations
  • Manpower efficiently matched to operational needs
  • Completion of all reports and checklists
  • Timely deposit of revenues to banks
  • Ensuring that policies and processes are in place for cash security
  • Signing off of POS users at the end of each shift
  • Ensuring that all equipment in cash areas are operational and the staffing is complete prior to the opening of each shift
  • Conducting inspection by counting money in cash drawers to ensure that amounts are correct and that there is adequate change fund
  • Conducting cash pick-ups
  • Monitors and reconciles daily receipts in addition to reserve cash maintained in safe
  • Supervise and support cashiers and guest service associates
  • Fills in upon staff absence
  • Manage bank deposit activities and make sure that cash is counted accurately at the end of each shift
  • Assists in the preparation of the staff schedule in order to ensure that the employees are effectively matched to the area’s operational requirements that will enable the achievement of the highest standards of customer service at optimum cost
  • Admission Control Management Performance Indicator
  • Managing and maintaining all access control areas by implementing admission procedures, ticketing, booking, rentals, etc
  • Guest satisfaction rating on queue lines
  • Compliance to policies and procedures
  • Clear communication of duties
  • Manpower efficiently matched to operational needs
  • Attending to guest needs at the access control areas
  • Interact with the guests based on the SOPs and understand their needs to ensure guest satisfaction
  • Ensuring that all equipment in access control areas are operational and the staffing is complete prior to the opening of the Park
  • Monitoring the access control queue lines and makes appropriate adjustments, if necessary to ensure smooth and safe entry and exit from the Parks
  • Quality Guest Services Management Performance Indicator
  • Ensuring the readiness of VIP rooms, programs and staff attending to the VIP guests
  • Satisfaction rating on guest services
  • Of customer complaints resolved/closed
  • Actively listen, investigate and resolve guests' problems and complaints and any major incident
  • Analysing customer feedback and providing feedback to concerned departments regarding guest feedback and complaints and ensure resolution on all issues
  • Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
  • Direct, coach and manage guest services and admissions team to ensure all standards and operating procedures are adhered to
  • Ensuring completion of all opening and closing checklists
  • Implement selling, upselling and promotions strategy Performance Indicator
  • Execute and guide the team to increase average guest spending and transactions
  • Achievement of revenue
  • Monitor the performance of the team to achieve daily targets revenue targets based on the strategy
  • Performance managing the staff, coaching/correcting behaviors and issuing disciplinary action as necessary
  • Facilitating regular/daily briefing and communicate operational information as needed
  • Regular morning briefings conducted and Coordinating with other departments, as needed on various park events and activities to ensure smooth execution and excellent guest service is provided at all times.
  • Integrated technology into instructional processes to support student success.
  • Managed admissions department employees and office functions.
  • Established and enforced policies and objectives governing learning activities.
  • Maintained detailed calendar of interviews, meetings and phone calls.
  • Helped develop and implement improved curricula, modernizing classroom instruction.
  • Launched quality assurance practices for each phase of development
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Identified and communicated customer needs to supply chain capacity and quality teams.

Assistant Operations Manager

Dolphin Water Park India
Pune
03.2016 - 11.2018
  • To make sure entertainment is done on daily basis
  • To take care of the Cast Costuming of the character attendants are up to the mark
  • To take care of the Food and Beverage area
  • To make sure our guests are provided with the best of the services
  • To take care of the Retail and sales staff
  • To ensure that the recreation area is always managed by the lifeguard
  • To make sure that the children’s activity centres’ are safe
  • To make sure the recreation cast member’s helps our guests enjoy their vacations
  • Create daily lead sources
  • Screen all leads for accreditation eligibility before contacting the business
  • Make outgoing telephone calls per day, to prospective accredited business with a designated market area
  • Maintain a professional and courteous manner with all prospective accredited businesses
  • Collect payment from accredited businesses
  • Develop leads from city and telephone directories, trade and professional association membership lists, and other public records
  • Work closely with business development managers to implement, analyses and deploy new business processes
  • Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
  • Coordinated with General Manager in different operational issues and promotional activities.
  • Stayed up-to-date with industry trends and best practices to improve skills and organizational operations.
  • Monitored key performance metrics to identify areas for improvement.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Performed statistical analyses to gather data for operational and forecast team needs.
  • Trained new employees on proper protocols and customer service standards.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Track all business development activities, and suggest new strategies based on findings
  • Built and maintain successful relations with clients
  • Developing skills of the team members through coaching and setting up action plans for enhancing individual performance.
  • Developed and maintain operational guidelines for staff.
  • Monitored employee productivity and optimized procedures to reduce costs.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Assisted in recruiting, hiring and training of team members.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.

Operations (Supervisor Rides and Attraction)

Dolphin Water Park India
Pune
03.2012 - 03.2016
  • To make sure entertainment is done on daily basis
  • To take care of the Cast Costuming of the character attendants are up to the mark
  • To take care of the Food and Beverage area
  • To make sure our guests are provided with the best of the services
  • To take care of the Retail and sales staff
  • To ensure that the recreation area is always managed by the lifeguard
  • To make sure that the children’s activity centres’ are safe
  • To make sure the recreation cast member’s helps our guests enjoy their vacations
  • Create daily lead sources
  • Screen all leads for accreditation eligibility before contacting the business
  • Make outgoing telephone calls per day, to prospective accredited business with a designated market area
  • Maintain a professional and courteous manner with all prospective accredited businesses
  • Collect payment from accredited businesses
  • Develop leads from city and telephone directories, trade and professional association membership lists, and other public records
  • Work closely with business development managers to implement, analyze and deploy new business processes
  • Track all business development activities, and suggest new strategies based on findings
  • Built and maintain successful relations with clients
  • Developing skills of the team members through coaching and setting up action plans for enhancing individual performance.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Delivered services to customer locations within specific timeframes.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Organized and detail-oriented with a strong work ethic.
  • Strengthened communication skills through regular interactions with others.

Customer Service Supervisor

Certis Security Pvt. Ltd
Changi
02.2011 - 02.2012
  • Managing a team of 10 to 12 Agents at the Changi Airport
  • Ensuring smooth deployment of staff at designated touch points at the Changi Airport, in transit and landslide, in line with the traffic volumes, operational requirements or as stipulated
  • Monitoring team performance and guiding the team, building relationship within the team, people Development
  • Coached employees through day-to-day work and complex problems.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Developing skills of the team members through coaching and setting up action plans for enhancing individual performance
  • Ensuring compliance of the rules and regulations of the Airport along with the grooming guidelines
  • Carry out disciplinary action and counseling or on-the-job training for the agents
  • Responsible for rostering staff which included adherence of minimum staff requirement, tracking break schedules and over time details
  • Conduct daily operational audit and random surprise checks to ensure that the roles were diligently adhered to by the staff on duty
  • Identifying areas of improvement and providing real time feedback to ensure high level of customer service being maintained
  • Attend client meetings, daily/Adhoc and maintain records of the Minutes to ensure closure of the action items if any
  • Handle pre shift and post shift De brief
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Created customer support strategies to increase customer retention.
  • Researched and corrected customer concerns to promote company loyalty.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Completed bi-weekly payroll for 20 employees.
  • Organized spaces, materials and catering support for internal and client-focused meetings.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Kept high average of performance evaluations.

Establishment Animator Dubai

Emaar Malls Group
09.2009 - 12.2010
  • Customer Service Management Staff
  • Provide efficient rotational guidance for a team of 45 Team members which includes
  • Kidzania, Sega, Aquarium, Ice Rink, Cinemas (22 theatres) & Malls
  • Develop & train staff members for the benefit of Emaar Malls, keeping in mind the long term objective of developing staff or key positions in future work
  • Developing procedures and service standards for business excellence
  • Responsible for coordinating with the Media, Marketing Dept for Promotions & Events
  • Ensuring operational control, identifying failures and reporting it to the relevant department for speedy resolution
  • Define and Budget for major Events and assign marketing managers to manage cost, schedule, and performance of Events in the MALL
  • Provide constructive feedback to the management team to develop the business and prevent issues
  • Build credibility, establish rapport, and maintain communication with shop owners, Shop
  • Managers, event managers, Customers at multiple levels
  • To create a shopping environment that provides the highest level of customer service and after shops follow up
  • Handling internal and external customer queries via Emails.

Customer Support Associate

Emirates Bank Group
Dubai
04.2008 - 10.2009
  • Handling consumer clients
  • Attending and managing overall customer interactions like Inquiries, Sales, Leads, and requests & complaints as Front Office Executive
  • Co-ordinate complaint handling activities/enquiries within the location
  • Drive Complaints Management related improvements via coaching, training & development activities.
  • Provided primary customer support to internal and external customers.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Initiated follow-up phone calls to sellers concerning resolved issues to enhance platform experience.
  • Responded to customer requests for products, services, and company information.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.

SR. Customer Service Executive

Innovators
11.2003 - 03.2003
  • Event management
  • Obtaining Client information by answering telephone calls; interviewing clients; verifying information
  • Educating clients by explaining procedures; answering questions; providing information’s
  • To maintain communication equipment by reporting problems
  • To maintain and improve quality results by adhering to company standards and guidelines
  • Update job knowledge by studying new product description
  • Accomplishing sales and organizations mission by completing related results as needed.

Shift Manager / Event Coordinator

Hotel Niyas
Hydrabad
07.2000 - 01.2003
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Tracked receipts, employee hours, and inventory movements.
  • Excelled in every store position and regularly backed up front-line staff.
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Adhered to company standards and compliance requirements for operations and cleanliness of areas.
  • Scheduled staff to establish adequate coverage during peak business hours.
  • Cultivated professional working relationships with peers and supervisors.
  • Supervised ongoing daily production phases.
  • Coordinated project workflows for departments.
  • Enhanced processes by pinpointing bottlenecks and working with supervisor to resolve.
  • Built relationships with customers and managed accounts to drive revenue and profit.
  • Coordinated merchandising, promoted new products and increased brand awareness.

Education

High School Diploma -

Saint Joseph Boys School
Pune
06.1990 - 03.1993

Bachelors of Commerce - Business Administration And Management

Sunrise
Gujrat
06.1994 - 04.1997

Skills

Handling Difficult Customers

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Accomplishments

  • Emaar Retail LLC,
  • Certificate of participation
  • Training Course during 2010
  • Provide Superior Customer Service
  • Handling Difficult Customers
  • Work life Balance
  • Emergency Evacuation and Fire Safety
  • Changi Airport Group,
  • Certificate of Participation Training Course during 2011
  • Service Impression
  • One Changi
  • Ready to Serve: The Changi Way
  • Changi Ground Operations.

Certification

Certified [Superior Customer Service Provider, Emmar Retail LLC-1 Month

Travelling

I have worked in Countries like UAE, Singapore, Qatar and India. Every time I dealt with multilingual people, understanding new culture, managing employees from different nationalities gave me immense knowledge of dealing with foreign nationals. 

As a manager I have enhanced my skills in people management hence keeping my operations smoothen. I still believe in learning new things, it keeps me motivated to provide excellent results.

Timeline

Assistant Manager-Ground Operations

Trinity Business Solutions (Pune Airport)
02.2021 - Current

Guest Services and Admissions Manager

Trimoo Parks FEC
03.2018 - 02.2020

Assistant Operations Manager

Dolphin Water Park India
03.2016 - 11.2018

Operations (Supervisor Rides and Attraction)

Dolphin Water Park India
03.2012 - 03.2016

Customer Service Supervisor

Certis Security Pvt. Ltd
02.2011 - 02.2012

Certified [Superior Customer Service Provider, Emmar Retail LLC-1 Month

02-2010

Establishment Animator Dubai

Emaar Malls Group
09.2009 - 12.2010

Customer Support Associate

Emirates Bank Group
04.2008 - 10.2009

SR. Customer Service Executive

Innovators
11.2003 - 03.2003

Shift Manager / Event Coordinator

Hotel Niyas
07.2000 - 01.2003

Bachelors of Commerce - Business Administration And Management

Sunrise
06.1994 - 04.1997

High School Diploma -

Saint Joseph Boys School
06.1990 - 03.1993

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AMIT SAMUEL PARMARManager