ISHAAN RAJ
Operations Manager
Delhi
Summary
A dynamic professional with more than 10 years of experience in the areas of Retail Operations, Mall Operations, Sourcing & Recruitment, Client Relationship Management, Customer Service, BPO and Sales. Proven expertise in Customer Services, CRM, Tenant Relationship Management, Mall Operations, Events and Promotions, implementing marketing strategies and capitalizing growth opportunity. A proactive individual with logical approach to challenges and ability to deliver effectively even within a highly pressurized working environment. An effective individual with good problem-solving ability and analytic skill to solve the problem efficiently.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Operations Manager
ELAN LIMITED
10.2023 - Current
- Defining and creating the SOPs and Operational guidelines for the Mall to ensure a systematic approach.
- Handling daily operations of the mall (Elan Mercado), identifying areas for improvement, and ensuring all departments are functioning efficiently.
- Increased foot traffic to the mall by coordinating special events, promotions, and marketing campaigns that attracted new visitors.
- Spearheaded designing and execution of the entire gamut of Customer Services, ensuring that services offered by the mall are on par with international standards of hospitality.
- Worked in a matrix management environment with oversight of division-level managers, operations, sales, finance, human resources, safety, and compliance.
- Supporting top-level decision-making and strategy planning, forging productive relationships with top leaders, and serving as a key advocate for various personnel issues.
- Proactively addressed potential safety hazards by conducting thorough inspections of common areas on a regular basis.
- Optimized mall security measures by implementing stricter protocols, ensuring a safe environment for both customers and employees.
- Developed budget plans for efficient resource allocation leading to reduced operational costs without compromising service quality.
- Improved customer satisfaction by implementing innovative strategies in mall operations and addressing customer concerns promptly.
- Enhanced tenant relations through consistent support, quick response to maintenance requests, and effective resolution of conflicts.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
Operations Manager
DLF Promenade Ltd
11.2014 - 09.2023
- Responsible for Client Relationship and Asset Management for DLF Promenade Mall, New Delhi.
- Spearheaded designing and execution of the entire gamut of Customer Services ensuring that services offered by the mall are at par with International Standards of hospitality.
- Provide training on DLF Standards, SOP, Guidelines and monitor and promote awareness of Occupational Health & Safety, among staff.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Directed strategic workforce planning, performance management, and benefits administration.
- Trained new employees on proper protocols and customer service standards.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
Team Lead
Manning Consulting
09.2013 - 10.2014
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Responsible for daily operations of the Consultancy.
- Maintaining healthy relations with the Clients.
- Handling the Team and motivating them to achieve the Targets given by the Clients.
- Screening the Candidates and preparing them for the job interview with the Clients.
- Meeting with the Clients regularly and joining the Conference Call for the job updates.
- Completing the Targets in the given time by the Clients and achieving Incentives for the Team.
- Arranging regular Interviews by different Clients at the venue and fulfilling their hiring requirements.
- Maintaining a smooth functioning of the Interview Process.
- Meeting with new Clients and convincing them to sign a Contract for business.
- Handling multiple Clients at the same time with ease.
- Maintaining an Overall Monthly Progress Report and comparing it with the other Competitors in the Market.
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
Sr. Tech Support Officer & Team Leader
Convergys
06.2012 - 07.2013
- Working for Orange Telecom, UK.
- Handling Customer Issues related to their phones bought from Orange.
- Resolving the Technical/Handset Faults in the phones of various brands like Blackberry, Samsung, Apple, Nokia, etc for the UK people bought from Orange.
- Accountable for team’s daily and monthly performance and productivity.
- Motivating the Team and taking proper training sessions for better performance.
- Maintaining monthly progress report for individual and team.
Education
Graduation -
Delhi University
Delhi 06.2010 - 05.2013
XII -
DBMS English School
Jamshedpur 03.2008 - 03.2010
Skills
Coaching and mentoring
Effective leader
Staff training/development
Business Development
Analytical and Critical Thinking
Good Telephone Etiquette
Customer Service
Risk analysis and management
Customer relations specialist
Presentation skills
Strong multi-tasking skills
Managerial skills
Languages
English and Hindi
Additional Information
· Proficient in MS-Office
· Basic Computer IT knowledge.
· Served as Secretary for the Jamshedpur Youth Organization for Tomorrows India (JYOTI) for 2 years. A society established for the growth of cultural activities in schools and colleges.
· Participated in various Theatre Plays in College and other places.
· Actively involved in various curricular activities and won prizes at the School and College level.
· Performed as Event Organizer in School and College functions and cultural events.
Declaration
I hereby declare that the above particulars of facts and information stated are true, correct and complete to the best of my belief and knowledge.
(ISHAAN RAJ)
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Operations Manager
ELAN LIMITED
10.2023 - Current
Operations Manager
DLF Promenade Ltd
11.2014 - 09.2023
Team Lead
Manning Consulting
09.2013 - 10.2014
Sr. Tech Support Officer & Team Leader
Convergys
06.2012 - 07.2013
Graduation -
Delhi University
06.2010 - 05.2013
XII -
DBMS English School
03.2008 - 03.2010
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