Rama Macedo

Responsible for the business centre revenue generation and operations.

• Responsible for the overall day to day activities of the Business Centre, setting up SOPS for the Business Centre & ensuring that they are adhered to. Making business plans/budgets/revenue projections by up selling the Office space and generating good revenue.
• Accountability and budgeting of the Profit and Loss for the branch. Overall taking charge of the housekeeping, security, vendor, facility, people and performance management.
• Up-selling existing services & adding new services to the existing services at the business centers to add new revenue in reference to pantry, conference and banquet sales.
• Coordinating with International property consultants, local property consultants as well as others in developing the usage of facilities, business relationships and client base of the business centre.
• Responsible for aiding in the retention, growth and development of assigned multi-market and customer accounts through daily client interaction and account management. Facilitate with the sales department to determine and execute programs in alignment with the marketing strategy for the region.
• Achieving & maintaining 'High Operational Standards' & resultant 'High Client Satisfaction'.
• Motivate excellent teamwork and customer service skills in team members to ensure they are meeting and exceeding customer service expectations and client needs.
• Review documentations of client survey responses and implement service improvements Managing of Performance Management, Training and Development.

• Act as a liaison in resolving support agencies enquiries and provide supporting details as needed to confirm and explain route planning and costing, to ensure that customer contract requirements are administered and enforced.
• Establish and execute issues and maintain cross functional and cross location partnership.
• Manage total service quality/ address needs of users in the most timely, least costly and highest quality manner. Manage the performance management process.
• Implement and monitor adherence to policies, procedures and take financial decision by identifying cost versus benefit.
• Resolving end users enquiries or disputes and provide supporting details as needed to confirm and explain the company position on services offered. Problem solving and evaluation to reconcile complex payment histories.
• Preparation of activity, volume and customer satisfaction reports. Administer and monitor staffing levels. Provide resolutions to escalated client issues/complaints, conducting conference calls with clients when necessary.
• Assist in training and development of the assigned team by monitoring telephone audits, client survey responses and productivity volumes.
• Create and conduct annual performance appraisals of team members