Managing teams of online reposne and escalation management for members and non-members, for India & SEAP.

Since May'15 with Karma Group, GoaGrowth PathMay'15-Feb'17 as Floor ManagerSince Feb'17 as Manager & Online Response ManagementKey Result Areas: Managing & supervising a team of 3 associates in Goa and team of 6 Reservation Agents in Bangalore Dealing with a member base of 50,000+ on Indian properties either on ground or via electronic communication that is addressed with immediate response Establishing, monitoring, and improving the performance metrics of the floor Directing social media team to engage audiences across traditional and new media Maintaining a keen understanding of industry trends affecting clients and make appropriate recommendations regarding communication strategy Driving personnel to the highest level of performance innovative approaches for increasing efficiency, productivity, and workforce enhancementExecuting end-to-end online social media response and review management for India as well as liaising with South East AsiaPreparing and delivering training to team members to enhance customer experienceProviding well-rounded product knowledge, training in telesales courtesy, negotiation skills, all aimed at maintaining an equable ratio First Call Resolution (FCR) keeping in line with management targets set in placeHighlights:Led a team of 50 telesales to ensure the operating in an efficient, safe and legal manner and offering excellent customer service

Jan'13-Dec'14 with Narayan Rajaram Bandekar Group, Goa as Public Relations AssociateHighlights:Worked as Public Relations Associate for the hospitality brands of the NRB Group primarily from the mining industry who diversified with creating The HQ, Vasco – 50 Room Business Hotel with 2 in-house F&B outlets, and 2 standalone restaurants Pan Asian Bowl & Mekong Lounge in PanjimDealt with Food & Beverage promotions, music events, press coordination, advertorial, editorial, creative content support Provided assistance to the Digital Marketing content across all platformsAssisted Mr. Narayan Bandekar, CEO of the Group and then GCCI President Supported the Directors on Pharmamecutial Manufacturing Venture in Zambia for press announcements and cross border legal documentationAssociated as PR and Media for other franchisees in the health and fitness sectors, Diet Clinic & NRB-Norbert’s Gym

Apr'12-Sep'12 with Acron Hospitality Pvt., Ltd., Goa as Marketing & PR AssociateHighlights:Played a key role at the time of launch which included issuing press releases, press presence at the launch, post launch initiatives via electronic media marketing and membership sales Interacted with the Press on a daily basis for reviews featured in all the major daily publications as well as all the widely read Goa centric print and electronic media Worked as Marketing & Public Relations which included Spa Cenvaree, Chilihip Authentic Thai restaurant, Vibes Lounge, Zing Garden Café

Applied for the position of company secretary and office manager. Organised all files, set-up reporting systems for staff etc. Responsible for marketing the publications in Bangalore where readership among the Goan community keeps increasing. Responsible for setting up, co-ordinating and organising the Business Goa Awards, Goa’s first Business Awards to felicitate the business community.Took over all digital marketing initiatives on Face book, updating of website regularly, running contests and quizzes. Co-ordinated with clients for press advert releases and co-ordinated with the Creative’s Department for creation of artworks and publicity material. Also responsible for writing press releases, for clients and co-ordinating release advertisements in the local publications. Organising business related events, seminars and press conferences.

Worked in a secretarial position for one of the Directors of Majorda Beach Resort, as the office was off-site based in Donapaula. Assisted with day to day Resort related work, telephone calls, email and other independently handing correspondence for his other business interests, Novotel in Mumbai. Assisted in the construction of two villas on site in Donapaula and co-ordinated vendors for electrical, paint, furnishing etc. Also was responsible for the building society day to day scheduling of housekeeping, general maintenance and maintaining payment records from tenants.

Responsible for setting up the client database for marketing purposes on all properties.Responsible for setting up the HR department, issuing staff contracts, and streamlining sick leave and casual leave applications on all properties.Responsible for recruitment of staff, interviews and induction. Staff training in wine service, table setting, food service, etiquette and personal hygiene, overall presentation on all properties. Responsible for co-ordinating press releases and marketing, digital marketing on all properties.Responsible for event décor and set up, special events for charity on all properties.Responsible for co-ordinating all menu changes, introduction of special menus for events and promotions.Responsible for all soft furnishings, health & hygiene, cleanliness and housekeeping on all properties.Full time participation during the construction of KÖSMO, responsible for co-ordinating the import of artefacts from Thailand for interior décor, fabric for décor, table linen, staff uniforms, menu planning and food trials, staff recruitment and training.Responsible for all press co-ordination and press releases, photo shoots, and press releases.Responsible for designing and setting up of KÖSMO website.

Responsible for streamlining office paperwork, filing systems, minutes of all meetings and introduced daily event co-ordination work sheets.Co-ordinated fashion shows, i.e. Levi’s, Allen Solly, CII, Dunhill – Colombo, Sri Lanka Fashion Week, to name a few. Launch of new designers and products i.e. Sanchita, Movado watches, Esprit, Marks and Spencer’s and charity events for SOS Children’s Village, Kaurnashraya home for elderly cancer patients. I also worked on wedding events co-ordinating the venue décor, the sangeet, the bharath, and the mehndi event, wedding ceremony, menu planning. Co-ordinated India’s first ever Men’s Fashion show CIMFF. Responsible for working in conjunction with designers, models, event sponsors, venue sponsors, brand participation, stage décor and set ups, travel and accommodation for visiting designers and models. All event and concept notes, press releases, press conferences for events / launches, were concepted and executed by me. Active involvement during Kingfisher fashion week, Kingfisher awards and Kingfisher airlines recruitment, Mr. India training and styling with Mr. Bidapa.

Entirely responsible for maintaining records of all the General Practitioners working in the area. (500 +), and on going recruitment of new GP’s, ensuring all certifications and qualifications are in order. In some overseas candidate’s case, re-testing had to done in accordance with the NHS regulations. Maintained all records electronically on the National Server and ensured all data was properly backed up, sickness and leave records of the G.P. practises ensuring notifications to all departments are sent to ensure adequate substitution’s in time, to ensure there was no back log of patients Maintained records of all G.P.’s and G.P.’S and practice inclusion on the Medical Lists, Supplementary Lists, Service Lists, Obstetrics & Gynaecology, Child Health and Minor Surgery Lists. Responsible for health and safety checks in all GP practises as well as re-furbishing when required.

Successfully compiled all departmental staff Ethnicity records (8,500+) to comply with the newly introduced Race Relations Act (Amendment) RRA (A).Maintained all staff sickness, leave and special leave records and submitted weekly reports for the SMT (Senior Management Team) meetings. CRB (Criminal Records Bureau) police checks for all staff recruited dealing with children or vulnerable adults. Data entry for all on-going training for staff development, and invoices on DOS based Midlands database.Responsible for recording requests for application packs in response to job vacancies advertised for the entire directorate via answer-phone, e-mail, fax, telephone or in person.Maintained records of media source, mailing labels, and completed applications received, letters sent to short-listed candidates with interview schedules, and appointed candidates. I was involved with proof reading of all advertisements and ensuring they went to print within the set schedules. Other duties included recording staff leaver questionnaire’s, discipline and grievance monitoring, office stationery supplies, general office correspondence and filing of all information and records.

Involved with setting up a new project in conjunction with the Local Borough Health Authorities to provide a free wheel chair service to anyone in need of the equipment on a casual basis, i.e. 3 days in a week. Responsible for setting up all office administrative systems, forms, advertising, client data base and filing systems and organising delivery and collection of equipment on a daily basis with 2 drivers, health and hygiene of the equipment and vehicles, dealing with personal and telephone queries, monthly stats and reports.

Worked closely with the Manager responsible for arranging transport for the elderly and disabled to assist with hospital visits, long distance respite care and visits to parks, or relatives and schedule, price and confirm local and long distance journeys over telephone, fax, e-mail or in person. Set up electronic systems to assist with the volume of requests, thereby streamline the scheduling of 25 Ambulances, 4 Metro Cars Ambulance. Also was on call 24 hrs, in case of First Aid requirements which occur in and around the area. Helped to organise charity events, music concerts, boot sales, for various causes and responsible for all activities Credit control, monthly invoices and reports, maintained vehicle logbooks, issued driver rosters, ensured all vehicle MOT and service records up to date and all equipment in good and working condition. Also involved with the Medical Loan Scheme, fundraising and voluntary First Aid duties for high profile events like the London Marathon, The Boat Races, The London Ball, Queen Mother’s funeral and the Jubilee Celebrations.

Key contact person for a group of three directors involved with organising fashion shows, launching of new products, corporate parties and entertainment venues.Managed portfolio’s of models, musicians and assisted with organising events in Sri Lanka and The Middle East. Responsible for telephone queries, billing and payments, all correspondence, and overall personnel work.

Administrative support at reception, telephone queries, marketing and correspondence.Transferred to the Cake Shop outlet and was in charge with the day to day running of the shop, ongoing stocks and daily cashing up was part of my responsibilities.