Operations Controller
TGL Travel
Total years of experience :17 years, 7 Months
• Utilized CRM system for accurate record maintenance and streamlined processes.
• Handle inquiries via email, phone, and in-person interactions in a professional manner.
• Oversaw end-to-end corporate travel logistics, handling bookings, cancellations, and updates to guarantee seamless and efficient travel experiences.
• Collaborated seamlessly with suppliers and efficiently coordinated with chauffeurs to ensure smooth transportation services.
• Managed the detailed creation of formal quotations, showcasing precision and a keen attention to detail in the process.
• Contributed to various administrative functions, adeptly handling tasks such as printing, scanning, and laminating.
• Ensure that all GCC affiliate services and products are as per the company standard.
• Make sure all the chauffeurs have received the accurate trip details from operation staff.
• Liaise with suppliers and get final cost for each trip soon after the trip is closed.
Key Accomplishments:
• Spearheaded an impressive 40% reduction in customer complaints by developing and executing a targeted training program for customer service representatives. The program focused on enhancing communication skills, conflict resolution techniques, and product knowledge, resulting in improved customer satisfaction and loyalty.
• Achieved a noteworthy 40% acceleration in registrations, surpassing ambitious targets three months ahead of the projected schedule. This accomplishment involved innovative outreach campaigns, streamlined registration processes, and proactive engagement with potential participants.
• Successfully orchestrated the end-to-end implementation of a new CRM system, optimizing customer data management and directly contributing to a remarkable 20% increase in customer relationships. This initiative involved seamless integration, user training, and tailored process enhancements.
• Strategically assessed and implemented energy-saving measures, optimizing operational efficiency and resulting in a substantial 10% expense reduction. Initiatives included optimizing HVAC schedules, lighting controls, and equipment usage during non-business hours, contributing to a more sustainable and cost-effective office environment.
• Engineered a substantial 60% surge in fee collection by introducing a meticulously planned follow-up policy. This involved designing a structured communication strategy, personalized reminders, and convenient payment options, resulting in improved cash flow and financial stability.
Responsibilities:
• Coordinated appointments, meetings, and conferences, ensuring cross-departmental collaboration.
• Managed document management systems, ensuring organized and secure record-keeping.
• Provided valuable support to the GM, contributing to operational excellence.
• Orchestrated staff orientations, training, and workshops to foster development.
• Utilized CRM system for accurate record maintenance and streamlined processes.
• Addressed client concerns, ensuring swift resolution and high satisfaction.
• Administered office supplies and equipment maintenance, maintaining a functional workspace.
• Processes cash, credit card, and bank transactions accurately and efficiently.
• Efficiently handled courier bookings and diligently monitored shipment statuses for prompt and
accurate delivery.
• Supported HR Manager with exceptional clerical and administrative assistance.
• Screened incoming resumes and applications, selecting qualified candidates.
• Job postings, screening, interview coordination, and seamless training.
(A finishing School for Personality Development & English Language) Accomplishments:
•Obtained tie ups with Colleges, Schools and institutions by conducting orientation session.
•Written a book on Communicative English
•Oversee the daily activities and duties at the centre
•Participate in exhibitions, seminars and promotional activities.
•Deal with Student complaints, comments and enquiries
•Take responsibility for the recruitment, training and monitoring of staf.
•Responsible for admissions and enquiry management for the centre.
•Collect database of students by visiting nearby schools, or coaching centres.
•Handled daily ad hoc responsibilities
•Supervises the activities of subordinates.
•Designs, develops and recommends new programs.
•Taking advantage of business opportunities.
Monitor and control all inbound and outbound transactions from warehouse
•Oversees the warehouse operations and work flow.
•Coordinate and supervise the duty of the staf.
•Creates necessary reports and coordinates with the Finance and Purchasing Department as needed.
•Monitor stock levels and carry out periodic stock takes.
•Record all stock movement and deliveries in database.
•Issue purchase requisition when the stock reaches at ordering level.
•Answeredinternal and customer enquiries on product availability, prices, delivery times, and the status of orders so that enquiries are dealt with promptly and accurately.