Playing all Games
MANOJ KUMAR ROKKAM
Facility Service Delivery - Manager
HYDERABAD
Summary
Currently in the role of Facility Service Delivery Manager INSA Region with a total of 17years of experience in Hospitality, Aviation and Facility Management services. Recognized consistently for performance excellence and contributions in sustainability. Excellent reputation for resolving problems, improve customer satisfaction and drive over all operational improvements. Motivated to learn, grow, and excel in the FM industry
Overview
19
19
years of professional experience
Work History
Facility Service Delivery Manager
Uber India System Pvt Ltd
11.2015 - Current
- Assisted in the development of annual budgets, ensuring alignment with organizational objectives while maintaining fiscal responsibility.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
- Improved service quality, addressing client concerns promptly and professionally.
- Ensured regulatory compliance throughout all aspects of operations, minimizing potential risks.
- Conducted regular reviews of service offerings, identifying gaps in the market, and recommending new solutions accordingly.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Developed training programs to enhance employee skills and boost overall productivity levels.
- Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
- Enhanced service delivery by developing and implementing efficient processes.
- Led cross-functional teams to achieve project goals on time and within budget.
- Maintained up-to-date knowledge of industry trends, incorporating best practices into internal procedures for ongoing success.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Streamlined operations for improved customer satisfaction and retention rates.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Managed third-party contracts to drive delivery of required services.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Coordinated and led internal and external site team meetings.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
- Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Organized records of vehicles, schedules and completed orders.
- Reduced worker accidents by implementing improved safety standards and monitoring procedures.
- Promoted brand at industry events and through ongoing networking efforts.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Tracked production and quality control systems to proactively identify deficiencies.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Implemented and supported Employee Self tool App at site site.
- Facilitated completion of deliveries and verified documentation.
- Reviewed established business practices and improved processes to reduce expenses.
- Reviewed and negotiated contracts with carriers to optimize shipping costs.
- Developed and maintained knowledgeable and productive team of employees.
- Negotiated contracts with outside providers and rates for facility leases to minimize costs to company.
- Secured discounts from third-party logistics service providers to deliver substantial cost savings.
Manager - Administration
IMImobile Pvt Ltd
07.2006 - 11.2015
- Developed strong communication and organizational skills through working on group projects.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Gained extensive knowledge in data entry, analysis and reporting.
- Worked well in a team setting, providing support and guidance.
- Demonstrated leadership skills in managing projects from concept to completion.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Self-motivated, with a strong sense of personal responsibility.
- Resolved problems, improved operations and provided exceptional service.
- Learned and adapted quickly to new technology and software applications.
- Strengthened communication skills through regular interactions with others.
- Proven ability to learn quickly and adapt to new situations.
- Paid attention to detail while completing assignments.
- Applied effective time management techniques to meet tight deadlines.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Reservations Coordinator
PL Worlways
03.2005 - 07.2006
- Provided exceptional service to VIP clients by ensuring their unique needs were met during the reservation process and throughout their stay at the property.
- Developed strong relationships with clients, leading to increased repeat bookings and positive word-of-mouth referrals.
- Minimized overbooking situations through vigilant monitoring of incoming reservations and careful balancing of room inventories.
- Monitored reservation trends using analytics tools, identifying opportunities for improvement or potential challenges during peak seasons or events.
- Improved customer satisfaction ratings by promptly addressing concerns and providing personalized assistance throughout the booking process.
- Reduced no-shows by implementing a comprehensive confirmation system, ensuring effective communication with guests prior to arrival dates.
- Liaised with hotel departments to guarantee smooth operations related to guest stays, including transportation arrangements, dietary preferences, and billing inquiries.
- Ensured maximum occupancy rates with proactive communication and timely follow-up on reservation inquiries.
- Contributed to overall property success by consistently meeting or exceeding individual and team performance metrics.
- Streamlined reservations processes by implementing efficient booking procedures and optimizing software usage.
- Maintained accurate guest records through diligent data entry and consistent database management practices.
- Safeguarded guest privacy by adhering to strict data protection policies while handling personal information in reservation systems.
- Coordinated group reservations, effectively managing room blocks and special requests for seamless event experiences.
- Maintained a high level of industry knowledge by attending relevant training sessions and staying informed about emerging trends in reservation management.
- Supported revenue growth through upselling additional services such as dining options, spa treatments, or room upgrades when appropriate.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Generated and reported performance metrics to management to inform decision-making.
- Handled billing information over phone.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Provided customers with information about availability and pricing.
Education
Executive Education - Leadership & Strategy
Harvard Business School Executive Education
Hyderabad India ( Online) 04.2001 -
Bachelor in Hotel Management & Catering Technology - Hotel Management
Niraj College of Hotel Management
HYDERABAD 04.2001 -
Diploma in Travel & Tourism - Tourism And Travel Management
ATM Institute of Travel & Tourism
HYDERABAD 04.2001 -
Skills
Operations Support
Client Relationship Management
Customer Engagement
Quality monitoring
Customer Satisfaction
Client Relationships
Incident Management
Service desk oversight
Project Planning
Data Analytics
Project Implementation
Schedule Coordination
Client Needs Assessments
Service Level Agreement Management
Service Order Flow
Vendor Management
Supply Chain Coordination
Vehicle Inspection
Inventory Management
Budget Administration
Transportation Management
Global Supply Chain Management
Quality Control
Inventory Reconciliation
Materials Management
Incident Reporting
Staff Management
Workforce Management
Cost Reduction
Logistics Coordination
Service Coordination
Equipment Maintenance
Equipment Inspection
Safety Management
Continuous Improvement
Contract Management
Performance maximization
Cost Analysis
Team building
Fleet Management
Safety regulations implementation
Decision-Making
Transportation management systems
Excellent Communication
Self Motivation
Incident Investigation
Performance Improvement
Solutions Development
Mentoring and training
Training and coaching
Resource Allocation
Workload Management
Route Planning
Order Management
Documentation
Hazardous Material Storage
Price Structuring
Shipping and receiving
Operational Oversight
Staff Supervision
Maintenance and Repair Orders
Part Repairs and Replacement
Issue Resolution
Billing Systems
Team Collaboration
Regulations Compliance
Accomplishments
- Collaborated with team of in the development of portfolio expansion.
- Supervised team of 278 staff members.
- Documented and resolve billing which led to good financial results.
- Achieved Q1 2022 G&SS Support Rockstars for APAC Region for performance excellency.
- Achieved Uber COVID Worrier award for my contribution to be a part of Uber family & be able to contribute my services specially during this pandemic
- Recognized & received LEADERSHIP award for 2019 from APAC Workplace & Real Estate core leadership team.
- Resolved product issue through consumer testing.
Additional Information
Currently in the role of Facility Service Delivery Manager Lead for INSA Region with a total of 17 years of experience in Hospitality, Aviation and Facility Management services. Recognized consistently for performance excellence and contributions in sustainability. Excellent reputation for resolving problems, improve customer satisfaction and drive over all operational improvements. Motivated to learn, grow, and excel in the FM industry
Interests
Timeline
Facility Service Delivery Manager
Uber India System Pvt Ltd
11.2015 - Current
Manager - Administration
IMImobile Pvt Ltd
07.2006 - 11.2015
Reservations Coordinator
PL Worlways
03.2005 - 07.2006
Executive Education - Leadership & Strategy
Harvard Business School Executive Education
04.2001 -
Bachelor in Hotel Management & Catering Technology - Hotel Management
Niraj College of Hotel Management
04.2001 -
Diploma in Travel & Tourism - Tourism And Travel Management
ATM Institute of Travel & Tourism
04.2001 -