Sustainability Project Manager
Saxion University of Applied Science
Total years of experience :18 years, 9 Months
Accomplished the first certification to universities in the Netherlands in sustainability for buildings.
- Working on sustainability projects by the facility services division.
- Facilitator of advancing change and services innovations within the Change Team of FM.
Estate & Facilities Management
•Managed CAFM project ( computer aided facility management) with SAP/CRM team; center of excellence to register and process employees incidents and services.
•Monitor & maintain departmental activities related to services (safety and security, indoor, outdoor and fleet routing plan) & set up KPI’S to ensure smooth high quality achievements towards customer satisfaction to all tenants residing in company dwelling units (3 compounds (57 villas) + 46 buildings (340 for families & 332 for bachelors).
•Effectively Participated in generating department Policy, SLA and work flow its processes and procedures and assist in fine-tuning and implementation them along with my team.
•Monitor residential maintenance response / action duration and prevent any delay may accrue.
•Participate and shared management plans, ORM & growth analysis . Providing effective ideas to improve the current services & identify the needed requirements to provide additional services.
•Coordinate with other divisions, departments, sections, and colleagues to ensure providing sufficient resources and services within the required time frame.
•Train and develop department personnel towards improvement and fine implementation of job process and business target. Conduct periodical and annual employees appraisal.
•Perform cost control to activities and purchases with no affects to quality.
•Prepare periodical performance and functional reports/ accurate information to high management.
•Achieved * around 85% of customer satisfaction (based on Survey over the group).* CAFM running live since May 2011. * Inter-departmental process development.
•Provided Support Services to over than 150 employees (including VIP’s, Executive Managers, Mangers, Staff & Labors).
•Managed the Facility making sure it remains safe, secure, and well-maintained for best work environment. Also, managed personnel accommodation in-house (staff and non-staff).
•Monitored & maintained departmental activities related to administrative, personnel, GR services by setting up goals, deadlines and control to KPI’S to ensure smooth high quality support & achievements towards customer satisfaction to all other departments members.
•Managed the Factory fleet (company and personal vehicles).
•Analyze internal processes, recommend and implement procedural or policy changes to improve operations.
•Supported team in adapting, storing and distributing HR and personnel information within the company. Planned, organized and controlled all administrative functions to Ensure that human and material resources are correctly utilized.
•Administered quality and cost control to services and supplies.
•Conducted periodical and annual appraisal training and development for administration department’s staff.
•Prepared periodical performance and functional reports/ accurate information to high management.
•Conducted English language classes (ESL).
•Managed Classrooms. Planned, prepared and delivered lessons to a range of classes and age groups.
•Prepared and set tests, examination papers, and exercises. Marked and provided appropriate feedback on oral and written work.
•Devised, wrote and produced new materials, including audio and visual resources.
•Organized and getting involved in social and cultural activities such as sports competitions, schools parties, dinners, excursions and pricing events appropriately.
•Run specialist courses for adults or business people, which may require knowledge of commercial terms.
•Provided sales services to existing customers, and obtain orders.
•Focused sales efforts by studying existing and potential volume of dealers.
•Submitted orders by referring to price lists and product literature.
•Kept the management informed by submitting activity and results reports.
•Monitored competition by gathering current marketplace information on pricing, product, new products, delivery schedules, merchandising techniques, etc.
•Recommended changes in products, service, and policy by evaluating results and competitive developments.
•Resolved customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management.
•Maintained professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
•Contributed to team effort by accomplishing related results as needed.
•Communicated with suppliers, evaluated, and negotiated business needs
•Directed, Coached, controlled and managed my staff to ensure that they are developed to their maximum individual and collective knowledge and that these skills and abilities serve to achieve optimum levels of service for customers.
•Managed & monitored agent’s daily workloads in order to maintain a consistently high level of quality of service in answering customer inquiries and ensure traces are network compliant.
•Endured that accurate records of the department’s activities are maintained and statistical monthly report prepared, analyzed for trend and suggestions for correct action are made to the CS Manager.
•Identified, reported on, evaluated and investigated recurring service problems to enable corrective actions to be taken- thereby providing ongoing improvement to existing service levels.
•Identified any gaps and performances issues of direct reports, evaluated the cause and suggested remedial action, which may be coaching, or training. For training, feedback these needs to the trainer and assist in the preparation and delivery of training requirements to ensure that there are minimal gaps and staff are productive in their role.
•Maintained the department’s collective knowledge of the DHL networks to allow an accurate and precise consultation service for both internal and external customers.
•Managed & monitored the country office front counter agents daily activities, in order to maintain high levels of service provided to our walk-in customers.
•Ensured that customer complaints are dealt with in a professional, empathetic and swift manner, reporting any action to prevent recurrence to the CS. Manager.
•Kept myself and team abreast of global and regional or local policies related to customer service effectiveness in order to stay ahead of the game as market leaders in Service Excellence..
•Motivated, trained, coached and supported new and existing employees to ensure that they are developed to their maximum individual and collective skills to achieve optimum levels of service to our customers. Ensured that all staff are aware of and comply with the ground operation ISO procedures as outlined in the manual and safe working practices are implemented both within and outside the workplace.
•Evaluated the service offering, staffing, processes and procedures and recommended action steps to the Service Centre Manager to drive continuous improvement and enhance efficiency and productivity of staff and resources.
•Submitted and evaluated daily reports on all station KPI’s and highlight any problems so that corrective action is taken promptly to prevent re-occurrences.
•In keeping with cost management and budget controls, I ensured that supplies for the Service Centre are maintained at a satisfactory level and used effectively, O.T. was kept to a minimum and temporary manpower was hired only when necessary and after approval of the Services Manager.
•Carried out the 12 monthly appraisal process for all staff and identified areas of development and action plans in conjunction with Service Centre Manager so that staff are 100% effective and productive in their role.
•Met THP Standards relating to Inbound and Outbound Shipment Processing, Undeliverable, Pick-Up, and Delivery.
•Ensured that all outbound shipments had the correct paperwork and outbound schedules were met and that all material was made available to exports to meet advertised transit times during all shifts. Ensured 100% and accurate data entry and imaging is completed to enable the correct billing and export procedures.
•Encouraged couriers to promote and sell value added services like TDD, Import Express, insurance and participate actively in the Sales lead incentive program thus helping towards company revenue.
•Handled all reservations requests for individual and groups in 278 Hotel rooms and suites, by telephone, fax, e-mail, walk-in customers. Updated reservations in the system received via the internet by adherence to Starwood reservation standards
•Understood and was able to answer all questions about rates, room categories and seasonality.
•Handled all reservation documents and correspondence correctly and conscientiously.
•Sold rates according to availability and applied company credit policy. Passed on sales leads to Sales managers. Pro-actively tried to cross-sell (F&B, Spa, etc.) and up-sell rooms.
•Participated in efficient and complete communication with all other departments, especially front desk, accounting and sales and participated as well in team and department meetings.
•Coordinated with superiors when help is needed and assist team members.
•Communicated information to guests or colleagues.
•Ensured the security and privacy of our guests of not being disclosed and any information or knowledge about them are not used other than for a complete and accurate reservation.
A double master's degree (With Distinction) from the University of Greenwich in the UK and Saxion University of Applied Science in the Netherlands. Its core modules are: - Strategic Facility Management. - Strategic Building Management. - Strategic Business Management. - Strategic Asset Management. Thesis dissertation (nominated for an award): The impact of ISO 44001; the collaborative business relationships management standard on Facility Management supply chain (demand and supply).
• IATA / ICAO Dangerous Goods Regulations Course (Including Radioactive Material)
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