Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic
MAYOOR S. Dhakan

MAYOOR S. Dhakan

Jamnagar

Summary

Dynamic professional with extensive experience in banking and customer service, notably at Emirates ENBD Bank. Proven track record in debt collection and staff management, enhancing operational efficiency and customer satisfaction. Adept at cross-selling and fostering team collaboration, driving significant revenue growth while maintaining high-quality service standards.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Admin / Operation /Hr /Legal /Event Management Intern

Evita Foods Pvt Ltd
Jamnagar
01.2023 - Current
  • Coordinated administrative tasks to enhance operational efficiency.
  • Managed office facilities and resources for optimal functionality.
  • Organized meetings and directed correspondence to streamline communication.
  • Maintained comprehensive records and documents for easy access.
  • Oversaw daily production activities, ensuring timely distribution of products.
  • Optimized processes to increase efficiency and reduce costs.
  • Monitored inventory levels and managed supply chain logistics effectively.
  • Handled recruitment, onboarding, and training of new employees to strengthen workforce.

Front Office Manager

Svasti Hotels & Resorts
Jamnagar
01.2020 - Current
  • Key Deliverables:
  • Maintaining weekly, monthly Hotel Positioning for availability for up-Coming Bookings.
  • Maintaining working relationship and communication with all departments.
  • Resolves guest problems quickly, efficiently, and courteously.
  • Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel
  • Works within the allocated budget for the front office
  • Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes
  • Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.
  • Upholds the hotel's commitment to hospitality.
  • Ensure implementation of all hotel policies and house rules.
  • Monitor all V.I.P.'s special guests and requests.
  • Review Front office log book and Guest feedback forms on a daily basis.
  • Checks cashiers in and out and verifies banks and deposits at the end of each shift
  • Ensure all hand over internally is at satisfactory bench mark.
  • Maintains master key control
  • Perform other duties as requested by management
  • Under take bookings over the phone, Mail, MD’s Personal VIP Guest Etc.
  • Taking care of complete billing instructed from corporate and individual guest and mailing correspondence.

Senior Administrative

Fortune hospitality Services
Jamnagar
01.2018 - 01.2019
  • Key Deliverables:
  • General Administration
  • Experienced and adept in organizing office setups and facilities for a large number of staff
  • An out-of-the-box thinker committed towards the growth and welfare of staff and in introducing innovative solutions in areas of operation office decoration etc.
  • Natural ability to motivate lower level staff such as catering, housekeeping through warmth compassion and rewards and recognition events.
  • Business Development of Firm
  • Facilities Management
  • Hospitality
  • Employee engagement events
  • Reception & Visitors mgmt.
  • Day to Day Activities reporting to Management.

SME Credit & Risk Management

Dubai First PJSC
Dubai
01.2014 - 01.2018
  • Key Deliverables:
  • Conducting Field Visit on Companies for SME Loans & Suspicious Fraudulent Cases.
  • Ensuring that Visits are conducted with stipulated time & subsequent report prepared and are adhering to consumer Policy Standards & Guidelines.
  • Preparing Field visit report & Submitting to line manager with agreed TAT.
  • Timely reporting suspicious or irregular cases to management in order to avoid potential risks.
  • Discreet check on company activities with neighbor’s or building management.
  • The visit can only be conducted with the Key person of the company.
  • Cross verification of high Value transaction credits & debits from various vendors and client from relevant documents which is provided by Client to sales.
  • Capturing pictures and companies Trade license, Invoices, Supplier Invoices etc.
  • Total company assets Evaluation and Setup information.
  • Ensuring the SME Loan is Provided to legitimate companies only

Senior Customer Service Executive

Emirates ENBD Bank
Dubai
01.2011 - 01.2014
  • Key Deliverables:
  • Monitoring the Customer Queries pertaining to the Banking & Accounting matters.
  • Ensuring the attainment of High Customer Satisfaction, High Quality Service Delivery, and Ensuring Resolution (FTR).
  • Providing accurate and brief Information as regards Products & Services to the Customer.
  • Up-selling Bank’s Products & Services and cross-selling the Valued Banking Products to the New & Existing Customers.
  • Identifying, researching, and resolving the Customer Issues by utilizing the Automated System.
  • Recognizing, documenting, and alerting the Supervisor of Trends pertaining to the Customer Queries.
  • Conducting meetings each month with the Team, to ensure Assignment of Individual Targets on average.

Senior Debt Collection Agent

Trust Lawyer & Legal Consultants
Sharjah
01.2011 - 01.2011
  • Key Deliverables:
  • Identified the Accounts for writing off, reviewed Customers’ Overdue Balances, and assured adequate Write-Off.
  • Coordinated with the Hotel Staff with a view to Interface with the Customers.
  • Transferred Accounts to the Collection Agencies, and resolved Customer Billing Disputes for Escalation to Supervisor.
  • Delivered the Duplicate Invoice Copies, undertook extreme Initiative to Motivate Teams, and worked effectively under the Team Environment.
  • Oversaw the Identification, Assessment, and Resolution of Issues/Problems within the Assigned Zone of Collections.
  • Ensured accurate and efficient Task Execution pertaining to the Zone of Collections, with the ability to Negotiate with People even under exigencies.

Senior Quality Auditor

Royal Bank of Scotland
Dubai
01.2008 - 01.2009
  • Key Deliverables:
  • Tracked Centre Performances by means of Call Monitoring, on Rotation, thereby organizing Training Programs and Plan Development, thus facilitating the Meeting of Customer Service Standards.
  • Monitored the Accomplishment of Quality Standards by the Agents as pre-set by the Company.
  • Presented Daily, Weekly, and Monthly Reports to the Top Management, and assisted them in Briefing daily activities.
  • Maneuvered the Coaching and Counseling of Staff, and coordinated with the Agents to lay Personal Development Plans backed by Inputs from the Team Leader.
  • Conducted various Workshops and Quality Sessions for various Agents, while offering a Detailed, Clear, and Professional Performance Feedback.
  • Sustained required Productivity Levels each day, while maintaining the Internal Quality Calibration Levels at Required Variance Levels.
  • Maintained an Acceptable Level of Data Entry Accuracy, and applied Analytical & Problem-Solving etiquettes.
  • Treated the Customers with Courtesy & Sensitivity pertaining to overall Written & Verbal Communications.
  • Undertook additional Efforts to Satisfy Customer Needs & Requirements, and utilized all Knowledge Resources & Tools.

Customer Service Executive

ABN Amro Bank
Dubai
01.2007 - 01.2009
  • Career Progression:
  • Quality Auditor
  • Key Deliverables:
  • Attended Calls from Customers, Potential Customers, Agents, and others for Inquiries on Services & Products of Royal Bank of Scotland.
  • Finalized Applications booking forms, prepared Change of Details, and issued New Applications, all via Computers.
  • Liaised with Customers over Telephone to provide Information on Products & Services, to accept New Applications or close Personal Accounts, or to gather Details of Complaints.
  • Determined accurate Charges for Services Requested, Collected Deposits/Payments, and/or Arranged Billing issues.
  • Obtained and scrutinized overall Relevant Information so as to assess the Validity of Complaints and Determine Possible Causes, such as Extreme System Conditions.
  • Referred the Unresolved Customer Grievances to the Designated Departments for Further Investigation issues.
  • Resolved Customers’ Service or Account Complaints via Performance of Activities like Refunding Money, and Adjusting of Bills, while seeking Approval of the Team Leader wherever applicable.
  • Tracked the Appropriate Modifications with a view to Resolve Customers’ Problems.
  • Sustained Records of Customer Interactions & Transactions, while recording Details of Inquiries, Complaints, Comments, and Actions Undertaken.
  • Obtained Information on Customer’s Needs, Developing Trends, and Other Data of Interest to Marketing & Sales Departments for feedback to the Call Centre Manager via Team Leaders.
  • Acquired the Monthly (Revenue, Calls, and Quality) Targets to reach the Optimum Levels of Punctuality & Productivity.
  • Comprehended the Real Call Centre Concept Activities while working on the same towards achieving it.

Direct Sales

ADCB Bank
Dubai
01.2005 - 01.2006
  • Key Deliverables:
  • Sales Targets: Responsible for the sales of different banking products. Achieve assigned sales targets in order to contribute to the sales volumes / revenues.
  • Cross Selling: Cross sell non-assigned products and services to contribute to the revenues and market presence.
  • Customer Service: Provide quality customer service to ensure customer satisfaction and retention
  • Market Intelligence: Provide market intelligence to superiors on a regular basis for use in formulating strategies and plans.
  • Product Awareness: Create and build customer awareness on new products through mailers, events etc. to prospect business.

Education

B.Com. - Accounts & Taxation

University of Bangalore
Bangalore, India
01.2001

Skills

  • Banking
  • Team Orientation
  • Staff Management
  • Time Management
  • Ownership
  • Supportive Counseling
  • Debt Collection
  • Marketing & Sales
  • Customer Interactions/Grievances

Certification

  • Date of Birth : 1982-03-08
  • Education: B. Com
  • AGENT LICENSE AVAILED (IRDA) / INSURANCE REGULATORY AND DEVELOPMENT AUTHORITY OF INDIA
  • Driving License :Holder for India and International License Holder

Languages

Languages: English, Gujarati, Hindi, Arabic

References

References Available upon Request

Timeline

Admin / Operation /Hr /Legal /Event Management Intern

Evita Foods Pvt Ltd
01.2023 - Current

Front Office Manager

Svasti Hotels & Resorts
01.2020 - Current

Senior Administrative

Fortune hospitality Services
01.2018 - 01.2019

SME Credit & Risk Management

Dubai First PJSC
01.2014 - 01.2018

Senior Customer Service Executive

Emirates ENBD Bank
01.2011 - 01.2014

Senior Debt Collection Agent

Trust Lawyer & Legal Consultants
01.2011 - 01.2011

Senior Quality Auditor

Royal Bank of Scotland
01.2008 - 01.2009

Customer Service Executive

ABN Amro Bank
01.2007 - 01.2009

Direct Sales

ADCB Bank
01.2005 - 01.2006

B.Com. - Accounts & Taxation

University of Bangalore

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MAYOOR S. Dhakan