Sameer Ailawadi Email & Phone Number

Pune, Maharashtra, India

• Convening and facilitating the meeting with Director(s) as per planner with timely intimation to all stake holders.• Coordinating with all relevant departments for the successful conduct (IT/Administration/Dining).• Drafting and sharing the MOM of the meetings with all Stake holders for their timely execution and updating the management.• Optimizing Space Utilization with Furniture Selection in consultation with Facilities Department.• Coordinating with all the External / Preferred Vendors for their Quotations/ Invoice/ Payments.• Handled the Guest Relations and the wellbeing of all Guests, Staff, Students, Staff, Guest including the accommodation and Fooding etc.• Liaise with various University departments like Residence, Academics, Registrar, Marketing etc. to provide a 360 degree well informed to all Visitors.• Regularly Back Up digital files and ensure redundancy against data loss due to hardware failures or other unforeseen events.• Hands on Experience on various ERP’s.• Taking care of the activities of the department like Housekeeping, Security, Wellness, Courier, Pantry etc and ensuring the AMC’s are renewed timely.• Timely requisition of Office Inventory, Pantry Items, HK Material.• Keeping a track of 3rd party workers for their Attendance & Salary.• Introduced the concept of Weekly Meetings with all the stake holders to address the concerns timely.• Maintain campus discipline, organize various employee / student engagement workshops and activities.• Help and guide students on coping with unfamiliar situations and resolve escalated complaints and queries.• Helped in formulating various committees like hostel, Cafeteria, Infirmary, Cultural.• Facilitate in conducting cross-cultural exchange programs such as Teach for India, Summer Immersion Programs, Summer School Programs, Olympiad etc.

Greater Noida

• Responsible for smooth management and upkeep of the hostels and ensuring effective management of day- to-day affairs pertaining to resident students’ welfare, their discipline, facilities provided in the hostels.• Guiding them the policies of hostels (including Zero Tolerance) and ensuring that their stay in the hostel shall be hassle free.• Designing the Process of Student Residential Allocation, Allotment, Clearance of the rooms and Cloak Rooms with Record maintenance as Top Priority.• Preparation of Annual Budgets.• Man-Management in deputation of House Keeping and Security Staff.• Grievance Redressal of Mechanism with out of Box thinking (in alignment with seniors) within stipulated time frame.• Assist in the Formalization and execution of Polices related to Mock Drills• Prompt in handling any exigencies as they arise and make appropriate decisions based on Knowledge, experience, and expertise.• Monitoring the Surprise Checks from time to time and ensuring the same goes through Disciplinary Committee so that the Discipline is being maintained.• Supporting the team members in addressing any of the work challenges.• Review Monthly meetings with Students Reps and Committee (what challenges usually students face)

Noida, Uttar Pradesh, India

• Manage facility operations including vendor relationships, asset management, Inventory Control System, Pest Control, Housekeeping, Couriers etc.• Grievances & Queries Redressal is on time and well documented. (Students)• Campus Tour to the prominent guests and visitors from time to time.• To deal with the day-to-day operational issues associated with students and ensuring it is adhered to university policies and regulations (Carpenting Plumbing, Electrical etc).• Streamlined security processes, implemented visitor policies, instances related to CCTV, Gate Pass Process.• Inter Department Coordination (Security, Administration & Accounts) ensuring that all third-party bills are cleared in a timely manner.• Liaise with Student Counsellor to bring in necessary counselling for students where appropriate.• Ensuring proper Documentation of every incident and keeping seniors in loop.• Helping the IT department by giving all the inputs from Hostel Perspective and getting the same finalized and implemented from time to time.

Sonipat, Haryana, India

• Manage facility operations including vendor relationships, asset management, Inventory Control System, Pest Control, Housekeeping, Couriers etc.• Grievances & Queries Redressal is on time and well documented. (Students)• Campus Tour to the prominent guests and visitors from time to time.• To deal with the day-to-day operational issues associated with students and ensuring it is adhered to university policies and regulations (Carpenting Plumbing, Electrical etc).• Streamlined security processes, implemented visitor policies, instances related to CCTV, Gate Pass Process.• Inter Department Coordination (Security, Administration & Accounts) ensuring that all third-party bills are cleared in a timely manner.• Liaise with Student Counsellor to bring in necessary counselling for students where appropriate.• Ensuring proper Documentation of every incident and keeping seniors in loop.• Helping the IT department by giving all the inputs from Hostel Perspective and getting the same finalized and implemented from time to time.

Gurugram

• Quality Monitoring: Regularly review and evaluate email interactions between customer service representatives (CSRs) and customers to ensure they meet the company's quality standards, policies, and guidelines.• Performance Evaluation: Assess the performance of CSRs by analysing their written communication skills, product knowledge, and their ability to resolve customer inquiries or issues via email.• Scoring and Feedback: Assign scores or ratings to emails based on predefined criteria and provide constructive feedback to CSRs on areas for improvement, including grammar, tone, accuracy, and compliance with company policies.• Compliance Check: Ensure that CSRs are following regulatory compliance guidelines, legal requirements, and industry-specific regulations when corresponding with customers through email.• Template and Script Review: Review and update email templates, canned responses, and scripts to ensure they are up-to-date, accurate, and aligned with company branding and messaging.• Reporting: Generate and maintain reports on the performance of email support operations, including key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.• Root Cause Analysis: Investigate the root causes of recurring email issues, complaints, or escalations and work with relevant teams to implement corrective actions.• Customer Feedback Analysis: Analyse customer feedback and surveys related to email interactions to identify areas for improvement and make recommendations to enhance the overall customer experience.• Process Improvement: Collaborate with supervisors and managers to suggest process improvements and optimizations that can streamline email support operations and reduce response times.

India

• Managing vendors in alignment with a comprehensive Break-up of Quotations (BOQ).• Monitoring of Bills (Receiving & Payments) are on time in alignment with the Company Compliance.• Ensuring Security, House Keeping, Pantry, Transport work efficiently along with all the contracts / agreement to be renewed before or on time.• Ensuring the proper maintenance of the record (in terms of MIS)• Keep a track of the Requirements from the branches and ensuring their completeness after desired approvals.• Ensuring timely completion of internal audits to maintain compliance with established standards.• Managing inventory and stock as part of general administration and logistics• Ensuring all maintenance-related issues are addressed in accordance with the snag list with proper Follow Ups.• Oversaw the maintenance of safety equipment and waste-control.• Streamlined security processes, implemented visitor policies, instances related to CCTV, Gate Pass Process• Arranging all the Important meetings with the stakeholders with proper documentation of the meeting (MOM) and circulating the same for smooth office.• Maintaining a Proper Calendar for all upcoming Events, Trainings, Meetings and gets the same executed as per approved plan.• Timely updating the management on the Work Progress after following up with the stake holders.• Digitization of customer satisfaction survey inputs from a Facilities perspective to the IT department for ERP implementation.• Co-organized several events including Cultural & Sports from time to time to motivate the employees and breaking the monotonous schedule.

Gurugram, Haryana, India

• Training and Development: Identify training needs and provide coaching or training sessions to help new hires improve their technical skills, product knowledge, and customer service etiquette.• Documentation: Maintain detailed records of customer interactions, quality assessment findings, coaching sessions, and performance improvement plans for each CSR.• Cross-Functional Collaboration: Work with other teams, such as IT, product development, and customer service management, to address technical issues, improve email systems, and align customer service strategies.• Compliance Training: Keep CSRs informed and trained on any changes in compliance requirements or industry regulations that may impact email interactions.• Continuous Improvement: Continuously assess and enhance the customer support process and training materials to adapt to changing customer needs and industry trends.• Certification: Ensure the smooth certification process and transition from Technical Training to Transition Queue.• Technical Support: Support the New Hires during Transition Queue every Month.• Metrics: Ensure all the quality assurance methodologies are duly maintained as per the process (AHT, FCR, CSAT, NPS, CES, DC, Attrition Rate, CWT)• Out Of the Box Approach: Handled Escalations and going out of the box to achieve Customer Satisfaction in all the process.