Alejandro Bejares Email & Phone Number

Mulgrave, Melbourne

• Managing a $2.5M client portfolio, including top ACS account and 3 of the top 10 Clients for General Cleaning Contracts.• Meeting monthly KPI’s above pre-scribed levels:o Client Retention (KPI 90%) above 95% by regular and action-oriented customer face-to-face meetings;o QA inspections (KPI 3/day) at 45 pcm, on average, by effective daily time management;o QA results (KPI 90% and signed-off by Clients) at above 90% average by right staff selection, continuos training, effective communication and identifying Client´s specific expectations;o Extra Ad-hoc revenue ($50K pa, 25% GPV) at $150K pa, 39% GPV, over 12 months by a consultative up-selling approach and understanding Client´s budget vs needs; o Increase Regular Contracts value by 10% over 12 months by ongoing review of Client´s needs, an“open book” service value presentations, and win-win negotiations;o Managing Client´s complaints responsiveness (KPI 2hrs max) within 1hr, by immediate Client´s contact, proposing long-term resolutions and monitoring rectifications;• Improving presentation of the Monthly Operation Report (Excel) to reflect KPI analysis; submitting on time by the 3rd of each month;• Collating and Preparing for Top Customers a Monthly/Quarterly Review Reports (Excel) including Service Quality cases & score analysis, Service Delivery issues, Periodical and Ad-Hoc works completion, OHS / Incidents, Maintenance, Improvements and Staff updates; • Reviewing working schedules for large contracts, on tight budget, and re-allocate part-time resources to achieve savings but keeping service delivery and reliability;• Documenting and action any Extra works to ensure work orders are raised timely to Contractors;• Ensuring the CRM system is regularly updated for each contract under management: inspections, on-line client´s queries/complaints, contract details. • Conducting regular meetings with Sub-Contractors to monitor their staff performance, training needs and OHS compliance.

Melbourne, Australia

• Managed a $1.5M client portfolio, with a front-line team of 50, for Multi-Offices Cleaning Contracts.• Achieved between 93% - 97% in Customer Satisfaction for an ABC customer mix, measure in terms of Reliability, Assurance, Responsiveness and Tangibles factors.• Generated an average of 3% additional revenue from existing contracts• Achieved a KPI target of max 2 complaints per month• Quoted ad-hoc and/or new services for existing clients• Responsible for OH&S, Quality Audits and Performance Reports• Developed and implemented a Quality Audit process for scoring and rectifying standard in Facilities and Functional areas• Structured working schedules as per Client’s Service Agreements to meet profitability targets• Liaised with internal Special Operations team to ensure Contract’s periodical and Ad-Hoc works are performed as scheduled• Communicated with our Customer Support Centre to update Contracts with changes in Work Orders, Assets, Scope, Schedules, Periodicals, SDS, etc.• Managed daily operations (supplies, schedules, rosters, supervision) • Scheduled and conducting regular Toolbox meetings with employees to achieve OH&S “zero incident” target• Liaised with 3rd party preferred suppliers for continuous sourcing of new products and techniques to optimize operations and improve performance

Melbourne, Australia

• Implemented a systematic Needs Analysis process to initiate and close sales by unveiling customer’s needs and aligning their financial goals with property investment strategies. • Generated 80% of company sales in 4 years by marketing 14 inner city projects in Melbourne• Designed and implemented an in-house Cash Flow presentation for a Wealth Creation program• Easily generated business referrals by developing strong rapport with existing customers• Trained and monitored new consultants in the Sales process, from initial Needs Analysis to Closing.