REMITA GONSALVES
Administration and Client Relationship Manager
Mira
Summary
A versatile, accomplished & goal-oriented professional with over 5 years of core experience in General Administration, Facility Management, Security Management, Project Management, Contract Management, Event Management, Budgeting, Cost Reduction, Stakeholder Engagement, Vendor Management, Training & Development and People Management with proven track record of delivering consistent business results through adept leadership and application of sound management practice.
Overview
19
19
years of professional experience
2011
2011
years of post-secondary education
3
3
Languages
Work History
Guest Relations Executive
JLL, Jones Lang LaSalle
11.2024 - Current
- Handling client visits and facility tour
- Connects on employee feedback
- Handling employee escalation
- Conducting events
Sr Executive Client (Morgan Stanley)
Limitless Security & Facility Management Pvt.Ltd.
11.2023 - 10.2024
- Maintaining the documents inspect the condition of the cab and report for necessary action
- Managing incidents requires employee discipline
- Day-to-day management of the transportation department
- Communicate to Stakeholders with respect to enquiries, complaints and special requests
- Email / Report drafting
Customer Relations Manager
Knight Frank India PVT LTD
04.2023 - 11.2023
- Lead Key Client & All sites to improve client relationship, customer relations through innovation
- Activities enhance operational efficiency, drive brand image
- Drive and lead digital & technology FM platform
- Support operations through Client relationships
- Support in BD through sales lead & business meetings
- Conducted several events and training as per client requirement
- Conducted R&R for site employees
- Handled 105 clients across the west region (Mumbai, Pune & Ahmedabad) along with some parts of Kolkata
- Structured ongoing interactions with clients at all regions for CRM Engagement as per calendar
- Have clear understanding of contract, the Scope of Work, Client expectations, CSI Score
- MOM of Previous meeting etc
- Before visiting the client
- Perform a set of activities as outlined in the CRM Site Visit Checklist
- Prepare and adhere to the budgets created for CRM activities in KF FMS
- Maintain client connections and engagement as per a planned process and calendared activities
- Explore possibilities of avenues of additional revenue from existing clients in the form of improved scope of work or additional scope for New Business
- To understand client requirements, both existing and required and connect the right KF resource to communicate Knight Frank capability, new initiative, best practices and engage clients for additional scope
- Monitor record and communicate organic growth in the region due to the initiatives undertaken
Community Manager Soft Services (Integrated Facilities Management)
JLL India
04.2017 - 03.2023
- Manage & supervise Workplace operations pertaining to soft services functions i.e., Housekeeping, Security, Reception & Helpdesk, Cafeteria, Gym & Recreation room, Mailroom, Reprography, Material Office, Key room, BMS, Pest control, Wellness, Horticulture etc
- Oversee the ongoing activities & help various teams i.e., Engineering, Events, BMS, Transport etc
- Serving more than 64 clients with more than 2200 plus employees count & 4.5k+ workstations
- Responsible for maintaining the facility upkeep & hygiene standards to conform the decorum
- Conduct facility walk-through & initiate necessary actions for relevant findings/observations
- Managing cafeteria operations ensures the highest degree in food quality, storage management of food, maintaining the adequate stock availability at tuck shops, conducting kitchen audits & organizing food festivals
- Responsible for Vendor management & ensure to get best performance of them by setting necessary guidelines & framework
- Organize, participate, and execute various town halls, events, and meetings with necessary arrangements & seamless executions
- Seek & provide feedback to the internal stakeholders/ senior management by sharing meeting’s MOM, emails, or other tools
- Responsible for handling in-house 'Wellness Centre' by conducting various audits, ensure extreme upkeep, linen & laundry services, biomedical waste disposal, Ambulance checks etc
- Playing an active role during medical emergencies by following necessary guidelines given by EHS team
Client Service Representative
Sterling Talent Solutions
02.2016 - 03.2017
- Mentoring new agents on the floor
- Regularly achieved self-target and work extra hours to achieve team targets
- Handling inbound and Escalation calls
Customer Service Advisor
Tech Mahindra
02.2015 - 12.2015
- Adhering to quality scores set by clients
- Working on a dialer
- Handling inbound calls for the team and for the process
Marketing Executive
My Dream (advertising Agency)
01.2013 - 12.2013
- Billing clients, fixing appointments for shoots
- Email invoices to clients and help them with better deals
Sr. Customer Relationship Associate - Operations
Zenta Technologies Pvt Ltd
06.2006 - 07.2011
- Maintaining the Quality parameters as required by the organization
- Taking Escalated calls
- Taking in-bound calls
- Assisting Team Manager maintaining the records & meeting team targets by self & team performance
- Conference calls with clients
- Playing a Role Model for the team and organization
- Creative and self-initiative
Education
Diploma - Human Resource Management
We School Welingkar Education
H.S.C - undefined
Matruchhaya College
S.S.C - undefined
St Xavier’s High School
Skills
Performance improvement
Mail handling
Travel coordination
Staff management
Corporate communications
Office administration
Office management
Accomplishments
- Awarded twice as service gem (handling RT PCR /RAT for employees).
- Training conducted on women safety for approximately 10,000 employees.
- Cherished for women empowerment activity conducted at Accenture.
- Awarded as I am Gap (Global Assets Protection) Award For employee safety.
- Appreciation Email from Accenture leadership for handling accident cases.
Training
- Fire Fighting & Evacuation Drill
- Housekeeping Cleanings
- Basic Life Safety
- Workplace Ethics
- Social Engineering
Personal Information
Date of Birth: 05/25/84
Timeline
Guest Relations Executive
JLL, Jones Lang LaSalle
11.2024 - Current
Sr Executive Client (Morgan Stanley)
Limitless Security & Facility Management Pvt.Ltd.
11.2023 - 10.2024
Customer Relations Manager
Knight Frank India PVT LTD
04.2023 - 11.2023
Community Manager Soft Services (Integrated Facilities Management)
JLL India
04.2017 - 03.2023
Client Service Representative
Sterling Talent Solutions
02.2016 - 03.2017
Customer Service Advisor
Tech Mahindra
02.2015 - 12.2015
Marketing Executive
My Dream (advertising Agency)
01.2013 - 12.2013
Sr. Customer Relationship Associate - Operations
Zenta Technologies Pvt Ltd
06.2006 - 07.2011
H.S.C - undefined
Matruchhaya College
S.S.C - undefined
St Xavier’s High School
Diploma - Human Resource Management
We School Welingkar Education
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